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APPENDIX B
APPENDIX B
WORKING AS AN AGENT IN A CALL
C
ENTER QUEUE
CHAPTER CONTENTS
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