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AWS (Phone System)
AWS (Phone System)
What is AWS and How To Use It
What is AWS and How To Use It
AWS is our online phone system where we take and manage customer calls. You will be in "Available" most of the day unless you are asked to be in another status or need to step away, and you will have the ability to change your status based on the task you are doing. Those statuses are listed below!
After Call Work:
You will have time in between calls to take a breather, create any tickets that you need to send off, shake off your last call, etc. This is called "After Call Work." This is a status that the system will automatically put you in after each call. Once the allotted time is up, you will automatically be placed back in the queue. You can, however, select the blue "Close Contact" button to put yourself back in the queue if you are ready before the time is up.
AWS Statuses
**⭐Note: Please be mindful of your teammates when you are changing statuses and taking your breaks.
You can send a quick message in the Teams chat to let us know you are stepping away. It can be as simple as "15, be right back!" "Lunch" "Bio, be right back" or just letting us know you need to step away. This way we can make sure the phones are covered in your absence!**
Available: Coffee mug is full and you are ready to receive calls!
Break: You are away for your break or need to step away from your desk
Lunch: You are away on lunch
Meeting: You are in a team huddle or a scheduled meeting with another team member
Catalog Training: This status is used when we have a meeting with the product team to go over a new catalog drop. This is where we discuss catalog items and you can ask product questions during this training
Admin: When you need to be off the phone to take care of something on an order, a ticket etc.
Off Work/Offline: When it is time to log off at the end of your shift. **PLEASE REMEMBER TO GO OFFLINE AND LOG OUT OF AWS AT THE END OF YOUR SHIFT** If you do not manually Log Out and just go into Offline status, the system may still consider you logged into your phone. This can result in getting a call as soon as you log on the next morning, so please log out at the end of your day!
AWS Functions:
AWS Functions:
AWS has a few different functions to use while you are on your call. Below are some the the things you can do while your call is going and a video showing the different options as well!
Hold: You can always place a customer on hold while you look something up, ask a question, take a breath, etc. You will hear a personal reminder to take a deep breath, but the customer will hear some nice hold music while they wait.
⭐Note: When placing a customer on hold, It is good practice to check in with customers every 2-3 minutes. Some questions may take some time for us to find answers to, and that's okay, but we do not want the customer to feel they've been placed on hold and forgotten. Checking in with the customer every 2-3 minutes, letting them know you are still there and are still working on finding an answer, solution, etc., can help prevent de-escalations and confusion for customers.
Mute: This option is typically only if you need to mute yourself momentarily to sneeze, cough, etc. This option is not recommended for placing a customer on hold because sometimes the customer will think that they have lost connection, or there is awkward Dead Air, and we want to give the customer privacy as well while they are on hold. Please use this sparingly as you want to engage in conversation with the customer during your call to keep things as pleasant as possible.
Transfers: We do not have the option to transfer a call to Mimi, Paris, or other team members. As agents, we all have the same tools to assist our customers to the best of our ability so transferring is not necessary. If a customer is adamant about speaking with a manager, politely let them know that you will create a ticket and send it over for review, however, a callback is NOT guaranteed.
AWS Status.webm💜Please remember your mental health and well-being come first, always! You are not here to take abuse or listen to inappropriate language of any kind. If a customer is being escalated to the point where they are making you uncomfortable with their language, raised tone of voice, or are directing their anger towards you, you have the ability to end the call. Politely let them know that if they cannot keep the call professional, then you are going to end the call and do so.
💜If you are ever in this type of situation, please reach out to your buddy or Mimi, let them know what happened, put yourself in "Break" status, and take a breather for a few minutes.
Amazon Q
Amazon Q
Amazon Q is a chatbot built into our AWS system that is meant to offer extra support during your calls.
By typing in a question or keywords, Amazon Q will provide a quick answer regarding the topic of what you've entered. If you're not finding the answers you need, you can always check this guide or ask in Teams!
AQ.webmAgent Training Guide (KB Articles)
Agent Training Guide (KB Articles)
AWS offers articles and guides for issues that may arise while using it. Not everything applies to us, but you can look through and see if there is a troubleshooting guide to fix your audio, how to set your status, etc.
You only need to view the "Agent Training Guide" portion of the page on the left side
You can find the link to that guide HERE
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