BPO Agent Handbook, Both Volumes
Eleven documents. The call, and the floor around it.
Agents who want the whole handbook, the call and the floor around it.
What's inside
Volume 1: The Work
- Where the job is actually learned
- The rules of asking
- Handling the call
- What to copy and what to leave
- Capturing a call while it happens
- Glossary and FAQ
Volume 2: The Floor
- 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, both PDFs are ready on the confirmation screen and a copy is emailed to you. They are two files, 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.
- What is the difference between the two volumes?
- Volume 1 is the work: where the job is actually learned, how to ask without closing the door, the moves that hold on any account, and how to capture a call while it is still happening. Volume 2 is the floor: notes that hold up when the call gets reviewed, when to escalate and when to refuse, the parts of the job nobody trains you for, and how to read whether effort gets rewarded where you work.
- Is this cheaper than buying them separately?
- Yes. Buying both volumes together costs less than buying them separately.
- Does this cover leading a team?
- No. Both volumes are written for agents taking calls. If you have moved into leading a team, the New Team Lead Starter Pack is the one to look at instead.
- 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.
- Asking for Help on the Call Center Floor Without Burning the People Who Give It
- Call Center Notes: How to Write Notes That Hold Up When the Call Gets Reviewed
- When to Escalate a Call, and When Escalating Counts Against You
- Call Center Career Growth: How to Tell Whether Effort Actually Gets Rewarded Where You Work