Foundational Information in Call Processing

Description:

This content discusses the basic, foundational information concerning telecommunicator professionalism, standard telephone techniques, and call receiving etiquette. Included in this content will be practical application exercises and examples of receiving and identifying types of emergency and nonemergency calls. This content will also identify various types of callers, how to handle high risk and difficult situations, and how to terminate a call.

Objectives:

IDENTIFY key aspects of telecommunicator professionalism.

IDENTIFY basic foundational techniques and answering standards.

IDENTIFY rules of telephone etiquette.

IDENTIFY various types of callers.

RECALL techniques for controlling an emergency call and calming the caller.

IDENTIFY high risk and difficult call situations.

RECALL how to appropriately terminate an emergency call.