BPO Agent Handbook, Volume 1: The Work
Six documents on taking the call and learning the floor.
Agents past training and on live calls, who want the job explained instead of picking it up as they go.
What's inside
- 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
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 Volume 2 as well?
- Not to use this one. Volume 1 is the call itself and stands on its own. Volume 2 is everything around the call, and the two are sold together for less if you want both.
- Does this cover leading a team?
- No. This is 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.