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