Training and advice
Listen and talk with callers, dealing with strong emotions, practical tips and tools, technical support
Practical tips and tools
- Call checklist – shorthand guide to submitting a case
- Decide to refer someone for urgent practical support
- Call checklist – shorthand guide to submitting a case (Printable PDF version)
- 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
- Case note guidance
- Repeat Caller Guide
- Printable Consent Script
- BRC staff guidance on working with children and young adults during the Coronavirus crisis
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
- DRIM guidance
- Dynamics – When someone is calling on behalf of someone else.
- Dynamics – FAQ’s