Node 16 - Call Handling and Escalations

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.