Agent support manual

Log on/Log off

Logging on to your computer

As a call centre agent at Bushland Blooms, you will need to log on to your computer. In order to do this, you will need a username and password. The IT department provides each new agent with a username - this is the label that identifies you to the system. They also provide a temporary password.bullet point.

You will need to change your temporary password to a new password when you log on for the very first time. Passwords must be at least 5 characters long, made up of numbers and/or letters. You must keep your password confidential and not reveal it to anyone else.

When choosing your password, don't pick something obvious like the name of your partner, your nickname, or your birth date. Remember that password-cracking tools are continually improving and the computers used to crack passwords are becoming more powerful.

Passwords are programmed to expire after a certain length of time. When your password is due to expire you will get a prompt on your screen, asking you to choose a new one. This is for security purposes.

Logging on to the Customer database

Once you have logged on to the computer, you will need a separate username and password to access the Customer database.

If you experience any problems logging on: bullet point.

• contact IT support or your team leader , bullet point.

• notify schedulers that you are experiencing problems and that there may be a delay logging on.

As soon as you start your shift, log on to your computer and open all the applications required to complete your work. You need to be prepared for your first call, able to access required information quickly and efficiently.

Logging off

For security reasons, you should always log off whenever you leave your desk. This closes all your programmes, disconnects your computer from the network, and prepares your computer to be used by someone else.

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