Training and advice
Listen and talk with callers, dealing with strong emotions, practical tips and tools, technical support
Practical tips and tools
- Decide to refer someone for urgent practical support
- Practical tips for answering calls
- Practical advice you could give callers
- How you could respond to callers
- Calling people back
- Ending calls
- What to do after a call
- Phonetic alphabet
- Summary notes guidance for cases
- Repeat Caller Guide
- Printable Consent Script
- BRC staff guidance on working with children and young adults during the Coronavirus crisis
- Inappropriate and/or abusive callers Script & Guidance
- Quality Assurance
- EDI data
- When to create a case
Technical Support
- Mitel – Making outbound calls and transferring calls.
- Dynamics 365 Training platform (Sandbox)
- Mitel – Basic Navigation
- Dynamics Printable PDF Guide
- Mitel – Language line procedure
- Dynamics E-Learning Guide
- Mitel – Consultation Call
- Dynamics 365 – Duplicate Contacts
- Mitel – Language Line FAQs
- Dynamics – When someone is calling on behalf of someone else.
- DRIM guidance
- Dynamics – FAQ’s
Dynamics Training videos
Please note these videos are only instructions on the use of Dynamics, not on how to collect data from the callers. See EDI documents on how to collect data