Call Center Management
      Back to home
      1. Knowledge Base
      2. COS Staff Project Management
      3. Call Center Management

      Agent Daily Procedures

      1. Sign into the dialer once you know which pollie you will be dialing. Do not start your shift until you have signed into the dialer.
      2. Sign into your training materials.
      3. Pull up Slack to review any necessary scripts or information.
      4. Conduct a brief research session on the day's project.
      5. Transition quickly from one pollie to the next when it is time to move on.
      6. Always be mindful of your status in the dialer. If you are not receiving calls when others around you are, refresh the dialer.
      7. Allow yourself 10 minutes of break time for every 2-4 hours of phone calls.
      8. Promptly sign out of the dialer once your shift is complete.