Source folder: Manuals
Source file: Call System User Manual – CSR Team.pdf
File type: PDF document
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Call System User Manual - CSR Team
- Overview & Purpose
- This manual guides agents on how to make, receive, transfer,
log, and manage calls using the Tel2 / Zioper phone systems.
- It ensures consistency, proper call etiquette, compliance, and
correct CRM logging.
- Agent = CSR Team Member (you)
- Caller = Client or Potential client
- System Architecture & Roles
- Tel2 is your VoIP / Cloud PBX provider.
- Zioper is the internal phone interface used by the CSR team (front-
end system that integrates with Tel2).
- Agents have extensions/lines assigned via Zioper.
- All incoming and outgoing calls route through Tel2's cloud PBX
infrastructure.
- Logging In / Starting the System
- Open the Zioper client (web or desktop), enter your username and
password.
- Ensure your extension is set and active (e.g., 105, 204, etc.).
- Check that your headset or audio output is working.
- Check presence / status (Available, Away, Do Not Disturb).
- If calls are not coming through, check with the telecom / IT admin
that your extension is active in Tel2's PBX.
- Receiving Calls
- When a call rings, a popup / alert appears in Zioper.
- Click Accept / Answer to pick up.
- Greet the caller with your script (e.g. "Hello, this is [Name] from
EasyDNA. How may I assist you today?")
- Use your headset for hands-free communication.
- If you need time to look up info, place the call on Hold.
- If you can't help, transfer or escalate.
- Dial the number directly in Zioper (or use click-to-call from the CRM
/ case).
- Choose whether to use your extension or a shared line (if
permitted).
- Wait for the call to connect.
- Use proper opening (e.g., "Hello, this is [Name], calling from
EasyDNA").
- At the end, confirm next steps and close politely.
- Call Scripts & Best Practices
- Start with a warm greeting.
- Ask permission to place on hold (if needed).
- Use positive, empathetic language.
- If the client is upset:
- Acknowledge their emotion ("I understand your frustration ...")
- Stay calm and composed
- Use escalation paths if needed
- End by summarising the next steps and thanking them.
- Always confirm their contact info before ending.
- Logging Calls & CRM Integration
- After each call, log in CRM / ATP:
- Date & time
- Caller name and number
- Summary of the call
- Any actions / follow-ups
- Case reference (if applicable)
- If the call leads to a ticket, refund request, or escalation, link it to
the case.
Issue Possible Cause Fix / Action
No ring / no Extension not active / Contact IT / Telecom
inbound calls system down admin
Low audio / poor Network / bandwidth Switch to wired, check
quality issue network
Cannot transfer Check permissions with
Permission not enabled
calls system admin
Calls dropped Escalate to telecom
Connectivity or load error
mid-way support
Missed calls / Forwarding rules Adjust forwarding or
voicemail misconfigured voicemail settings
9. Training & Monitoring
- Call monitoring by supervisors (random checks, quality assurance)
- Regular refreshers on call etiquette and scripts
- Audit call logs weekly
- Feedback sessions for new agents
- GDPR Compliance - Verifying Existing Clients on
Calls
Before discussing any case-specific information over the phone,
GDPR requires that we verify the caller's identity. This applies to all
existing clients and anyone claiming to act on their behalf.
Verification Requirements
You must verify at least 3 of the following identifiers before proceeding:
Acceptable Identifiers
Case Reference Number
Full Name of Case Owner
Registered Email Address
Postcode
First Line of the Address
Password (if one was set on the form)
If the caller fails to verify 3 items, you must politely refuse to
provide any information and ask them to send an email from the address
linked to the case.
Example Script: Requesting Verification
"Before I can access any details for you, I'll need to confirm a few details
to verify your identity. Could you please confirm your case reference, the
full name the case is under, and your email or address?"
What Not to Do
- Don't discuss test results, case progress, or payment details without
verification
- Don't assume that just because someone knows the case number,
they are authorised
- Don't give out any information to third parties (e.g. family
members, partners) unless they are listed and verified
Logging Verification
- Log in the ATP or CRM that GDPR verification was completed
- Include which 3 identifiers were provided
- If a call is refused due to failed verification, log the attempt and
the reason