Subject: [Training Document] - Phone Training
From: Jana Garbe <[email-masked]>
To: Urvika Chaudhary <[email-masked]>
Cc: kritika <[email-masked]>, David Lee <[email-masked]>
Date: Tue, 28 May 2019 11:18:13 +0000

Hi both,

Please find attached a document which helps you remember the most important aspects while starting new hires on inbound phone calls.

Please find below an overview of what is covered in this document:

  *   Help agents navigate CSL

  *   Stay with agents for 3 phone calls

  *   Answering the Phone Call

  *   Walking the agent through the security check

  *   Putting the customer on hold

  *   Wait until the customer hangs up

Please make sure you follow these guidelines when introducing the agents to inbound phone calls.

Jana