Embedded Files
This training will get you up to speed on:
The Purpose of the role
G.E.T.S. Model for triaging Helpline calls
3CX Phone System and Helpline Emails [6min]
Basic Triage Call Transfers and Bookings [15min]
Content Warning: Learner discretion advised. Mature themes including suicidal ideation references.
Internal PBB Use Only - please do not copy or forward any of this content
Core Purpose of This Role:
✅ Connect the Caller with either: Information, or a Senior Operator.
❌ Don’t get caught in Conversation - that’s for Senior Operators
Step 1: Understand the 4 basic stages of a call
Step 1: Understand the 4 basic stages of a call
Step 2: Complete these Helpline Technology and Triage modules
Step 2: Complete these Helpline Technology and Triage modules
Step 3: Complete test to get your instant Certificate
Step 3: Complete test to get your instant Certificate
Step 4: Finish this Training by Jumping on the next LIVE Drop-in Training Call
Step 4: Finish this Training by Jumping on the next LIVE Drop-in Training Call
Step 5: Then complete Foundation Training
Step 5: Then complete Foundation Training
Here's some more quick reference guides and self-paced training:
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