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Node 16 - Call Handling and Escalations
Sarah Fenix
Created on September 30, 2024
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Drag and drop the correct missing words into the gaps to complete the scentences.
START
Call Handling and Escalations
Support Options
select
To search in these documents, hold ‘Ctrl’ and _____________ ‘F’, then enter the words you’re looking for.
Stage 1
documents
On Knowledgebase we have training _____________ and FAQs that you can access if you don’t know the answer to a query.
delete
storage
documents
select
highlight
courses
Stage 2
experienced
On Teams, type in the chat that you need help, you have _____________ colleagues that will support you.
unhelpful
experienced
busy
different
In some cases, a call may need to go to a _____________ team in Capita. Follow the internal escalation process for these.
Stage 3
answer
If you still can’t _____________ a query, call the STA (also known as HUNT) for advice, they’re very helpful.
school
handle
answer
different
transfer
deal with
If you struggled with any of these questions go back through the training or view the FAQs for a recap.