Skip to main content

CSR System Handbook

CSR System Handbook - Step by Step Guide​

Getting Started: As a CSR

Chapter 1: System Login​

Welcome! Let's begin by accessing your workspace:

  1. Open your web browser

  2. Navigate to the system portal

  3. Enter your credentials

    • Username (provided by your supervisor)

    • Password (your secure access code)

  4. Click 'Login'

You're now logged into your CSR dashboard.

Chapter 2: Voice Call Operations​

Want to start taking calls? Here's how:

  1. Locate the Dialpad

    • Look for the blue dialpad icon at the bottom-right

    • Click to open the dialpad panel

  2. Getting Ready for Calls

    • Find the status toggle in the dialpad panel

    • Click to switch from 'Offline' to 'Online'

    • Your status light will turn green

    • You're now ready to receive calls!

  3. During Active Hours

    • Incoming calls will appear on your screen

    • Accept calls using the green button

    • Use dialpad features for transfers or conferences

    • End calls using the red button

Remember: Always check your audio settings before going online!

Chapter 3: Chat Support Operations​

Ready to handle customer chats? Follow these steps:

  1. Accessing Chat Interface

    • Find the 'Message' option in left sidebar

    • Click to open the chat dashboard

    • You'll see your chat workspace

  2. Going Online for Chats

    • Look for the availability toggle

    • Switch status to 'Online'

    • You're now visible to customers!

  3. Managing Chat Sessions

    • New chats appear in your queue

    • Click to accept and start chatting

    • Use templates for quick responses

    • Handle multiple chats efficiently

tip

You can manage multiple chat windows while staying organized!

CSR Call Management Handbook - A Complete Guide​

Chapter 1: Call Center Interface​

Getting Started with Calls

Welcome to call management! Once you're online, let's understand your workspace:

  1. The Dialpad Hub

    • Located at bottom-right corner

    • Click to expand full call interface

    • Shows your current status (Online/Offline)

    • Displays call queue information

Chapter 2: Handling Incoming Calls​

When a Call Arrives

  1. Call Notification

    • Incoming call alert appears

    • Customer's basic info displays

    • Accept call using green button

  2. During Active Call

    • Customer details panel opens automatically

    • View customer history and previous interactions

    • Access call controls through dialpad

Customer Information Panel​

  1. Available Information

    • Customer name and ID

    • Contact details

    • Interaction history

    • Previous case notes

    • Account status

  2. Quick Actions

    • Add notes

    • Update customer info

    • Tag important details

    • Access customer history

Chapter 3: Call Management Tools​

Dialpad Features

  1. Basic Controls

    • Mute/Unmute

    • Hold call

    • End call

    • Volume adjustment

  2. Advanced Features

    • Call transfer

    • Conference call

    • Call recording (if authorized)

    • Number pad for IVR navigation

Chapter 4: Break Management​

Managing Your Status

  1. Status Options

    • Available

    • On Break

    • Lunch Break

    • Training

    • After Call Work

  2. Taking a Break

    • Complete current call

    • Click status dropdown

    • Select break type

    • Set expected duration

Chapter 5: Call History and Reporting​

Tracking Your Work

  1. Call List View

    • See recent calls

    • Duration metrics

    • Call outcomes

    • Customer feedback

  2. Personal Statistics

    • Daily call count

    • Average handling time

    • Customer satisfaction scores

    • Resolution rates