Appendix B. Working As An Agent In A Call Center Queue - Toshiba Strata CS User Manual

A B
PPENDIX
A B
PPENDIX
W
ORKING AS AN
C
ENTER
C
HAPTER
Whether this chapter applies to you . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-2
Starting and ending your shift, and taking breaks . . . . . . . . . . . . . . . . . . . . . . . . B-2
What call center agents need to know to get the job done . . . . . . . . . . . . . . . . . B-3
Working at different phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-4
Signing in and out of a queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-5
Receiving and handling queue calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-6
Placing calls from a queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-8
Popping up caller information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-9
Working remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-9
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UEUE
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ONTENTS
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GENT IN A
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ALL