BPO Agent Handbook, Volume 2: The Floor
Five documents on everything around the call.
Agents who can already handle the calls, and are now handling everything around them.
What's inside
- Notes that protect you
- The escalation guide
- Protecting yourself on the floor
- Up or out
- Glossary and FAQ
Your license
Use in your own work as an agent. No resale, and no sharing with colleagues.
Questions
- How do I download my purchase?
- After you check out, the PDF is ready on the confirmation screen and a copy is emailed to you. It is one file, not a set of links.
- What is the refund policy?
- Digital downloads cannot be returned, so all sales are final. If your file has a technical problem, message me and I will fix it or send a replacement. If you accidentally buy the same product twice, send me both order numbers and I will refund the duplicate.
- Is this tied to one company or account?
- No. No company, account or product is named anywhere in it. I wrote it from my own shifts, and I kept what holds on any account.
- Do I need to read Volume 1 first?
- No. Volume 1 is about handling the work and this one is about handling the job, so it stands on its own. It sits beside Volume 1 without repeating it, and the two are sold together for less if you want both.
- Does this include the Certa Via Workspace app?
- No. The agent books are documents only. Workspace is a separate subscription, and only the team lead and virtual assistant packs come with 30 days of it.
Read some of it first
These are free and come from the chapters in this pack.