Cheat Sheets

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So what is with all the cheat sheets?

The call centre environment is not like the real world. It's faster and well, meaner. When you are a on a call, the customer wants the answer now! Not one minute later, not tomorrow but NOW! You can't be fumbling through a manual or desperately clicking away on help pages, as the sweat from your brow flows into your eyes. This especially applies to new agents. Sadly a customer will sense your inexperience and make your life a living hell!

Since taking calls is stressful enough, to reduce stress, I summarized the key points/policies and how to use the tools, into a 1-2 page cheatsheet.

Stress is bad. Less stress is good.

Even though much of the content is specific to the cable TV and cell phone industry, take a look.

Cable TV billing database
Commercial cable TV trouble shooting, services and tools
Cell phone provisioning and billing

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