Moderated using jaws to work at a call centre as an incoming customer service agent
JAWS will work, but the degree to which it will function depends largely on the software being used.
If your call center has anyone who can script for JAWS, it would be a good idea to have them look at your company software to see if it works well with JAWS.
Larry
Sent: Monday, November 2, 2020 6:00 AM
To: main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as an incoming customer service agent
Good morning,
Does anyone maybe know if Jaws2020 will work successfully with a incoming
call centre Windows software that automatically sends the next
incoming call to the next available customer service agent and automatically at the same time answers that next incoming call by sending that next incoming customer inquiry directly to the headset of the next available customer sservice agent?
Does anyone maybe know how this answering automatically incoming calls
call centre Windows software lets a customer sservice agent who is
using Jaws know they are the one that has the next incoming call and that
they, the jaws user customer service agent are now talking live to the next
incoming customer call?
Any help I can maybe get with this would be so very
much appreciated as it looks very, very good that I might very soon be hired to work at a local call centre as an incoming customer service agent. Much, much thanks in advance for any help I can maybe get with this.
Kindest regards,
Hank
Hi,
I’ve worked in a few different call centres using Jaws. There are tons of different phone software that companies use these days, I’ve worked with a couple and they are often web based programs, so tend to work well with Jaws in general without any adaptations being required, but as someone else mentioned it really just depends on which software system they are using. the phone software is usually used for making calls and transferring calls to other agents. Most modern call centres also require you to input a code or select an option at the end of the call to specify what type of call it was, also if you need to take yourself out of an available ‘ready to take another call state’ you do this through the software, inputting a code or selecting an option which specifies why you are inactive, this stops further calls coming through to you, but also allows a manager to see who in the centre is free and who isn’t and why they aren’t available, as you might be on a break, doing some admin etc, if these are web based programs this is all normally pretty accessible with Jaws. Regarding taking calls, some contact centres still have a physical handset where you press something to accept the incoming call or you select answer on the phone software, others just send the next call straight to you. Normally with the latter you receive a beep (or something similar through the headset to signify that a call is just about to come through’. Without actually physically trying the phone software you won’t know how well it works with Jaws until that point. I’ve mainly worked in sales, so there is usually a bookings system you will use to book in whatever you are selling, whether it is a sales role or not, there will probably be an internal system they use which you will need to interact with to access customer data, so you will also need to find out if that is accessible with Jaws. In my last job the bookings system was also a web based program so again jaws worked well with their software. If the phone or bookings system are web based programs I found without a shadow of a doubt the most useful jaws tool is place markers, if you haven’t used these already I’d recommend playing around with adding them to web pages on your personal PC to get used to using them, but basically you put them wherever you want on the page and then you can quickly navigate to that location. If their systems are web based programs if you add place markers you will be able to more quickly navigate their software, or at least that’s what I personally found anyway. Good luck with the new job, as mentioned I’ve worked in various contact centres since losing my sight and if they have good software then it’s a job which can be done well using Jaws. if you have any more questions, if I can answer them I will be happy to help if I can.
Paul Lemm
Sent: 02 November 2020 14:00
To: main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as an incoming customer service agent
Good morning,
Does anyone maybe know if Jaws2020 will work successfully with a incoming
call centre Windows software that automatically sends the next
incoming call to the next available customer service agent and automatically at the same time answers that next incoming call by sending that next incoming customer inquiry directly to the headset of the next available customer sservice agent?
Does anyone maybe know how this answering automatically incoming calls
call centre Windows software lets a customer sservice agent who is
using Jaws know they are the one that has the next incoming call and that
they, the jaws user customer service agent are now talking live to the next
incoming customer call?
Any help I can maybe get with this would be so very
much appreciated as it looks very, very good that I might very soon be hired to work at a local call centre as an incoming customer service agent. Much, much thanks in advance for any help I can maybe get with this.
Kindest regards,
Hank
-JAWS will work, but the degree to which it will function depends largely on the software being used.
If your call center has anyone who can script for JAWS, it would be a good idea to have them look at your company software to see if it works well with JAWS.
Having been in the position of having to assess this exact situation in the past, it cannot be overstated enough that someone familiar with JAWS needs to, at a very minimum, see how it works with all software the employee is expected to use. Call centers are very fast-paced environments, and you really can't afford to have things work perfectly 96% of the time.
In addition, and this was a problem at the company I was working with for the client I was working with, a significant amount of the software they were using was custom and not web-browser-based, and all of that had to be custom scripted.
Provided everyone knows that the effort to get you up and running could (note: could) be extensive, and everyone's willing to commit to doing the necessary slogging, there's no reason it couldn't work out. It did for the client to whom I make indirect reference because the company was committed to her and to the expense (and in this case it was significant) of having all the custom JAWS scripting done to allow her to be successful in that role.
--
Brian - Windows 10 Pro, 64-Bit, Version 2004, Build 19041
The purpose of education is not to validate ignorance but to overcome it.
~ Lawrence Krauss
Yes, it work fine with MicroSip software and SIP server.
I did it quiet well.
Sent: Monday, November 2, 2020 6:20 PM
To: main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as an incoming customer service agent
On Mon, Nov 2, 2020 at 09:06 AM, Larry Gassman wrote:
JAWS will work, but the degree to which it will function depends largely on the software being used.
If your call center has anyone who can script for JAWS, it would be a good idea to have them look at your company software to see if it works well with JAWS.
-
Having been in the position of having to assess this exact situation in the past, it cannot be overstated enough that someone familiar with JAWS needs to, at a very minimum, see how it works with all software the employee is expected to use. Call centers are
very fast-paced environments, and you really can't afford to have things work perfectly 96% of the time.
In addition, and this was a problem at the company I was working with for the client I was working with, a significant amount of the software they were using was custom and not web-browser-based, and all of that had to be custom scripted.
Provided everyone knows that the effort to get you up and running could (note: could) be extensive, and everyone's willing to commit to doing the necessary slogging, there's no reason it couldn't work out. It did for the client to whom I make indirect reference
because the company was committed to her and to the expense (and in this case it was significant) of having all the custom JAWS scripting done to allow her to be successful in that role.
--
Brian - Windows 10 Pro, 64-Bit, Version 2004, Build 19041
The purpose of education is not to validate ignorance but to overcome it.
~ Lawrence Krauss
Yes, it work fine with MicroSip software and SIP server.-
Which, since they have not been mentioned at all prior to your having done so, and may or may not be a part of the mix, is relevant in just what way?
There is no specific answer to the question posed by the original poster without a lot more additional detail. And in an instance such as this, someone should be hired to assess the situation prior to throwing anyone "behind the desk and in front of a computer" in a call-center situation where your performance is very often rated on how many calls you can process.
--
Brian - Windows 10 Pro, 64-Bit, Version 2004, Build 19041
The purpose of education is not to validate ignorance but to overcome it.
~ Lawrence Krauss
Hi,
I’ve worked in a few different call centres using Jaws. There are tons of different phone software that companies use these days, I’ve worked with a couple and they are often web based programs, so tend to work well with Jaws in general without any adaptations being required, but as someone else mentioned it really just depends on which software system they are using. the phone software is usually used for making calls and transferring calls to other agents. Most modern call centres also require you to input a code or select an option at the end of the call to specify what type of call it was, also if you need to take yourself out of an available ‘ready to take another call state’ you do this through the software, inputting a code or selecting an option which specifies why you are inactive, this stops further calls coming through to you, but also allows a manager to see who in the centre is free and who isn’t and why they aren’t available, as you might be on a break, doing some admin etc, if these are web based programs this is all normally pretty accessible with Jaws. Regarding taking calls, some contact centres still have a physical handset where you press something to accept the incoming call or you select answer on the phone software, others just send the next call straight to you. Normally with the latter you receive a beep (or something similar through the headset to signify that a call is just about to come through’. Without actually physically trying the phone software you won’t know how well it works with Jaws until that point. I’ve mainly worked in sales, so there is usually a bookings system you will use to book in whatever you are selling, whether it is a sales role or not, there will probably be an internal system they use which you will need to interact with to access customer data, so you will also need to find out if that is accessible with Jaws. In my last job the bookings system was also a web based program so again jaws worked well with their software. If the phone or bookings system are web based programs I found without a shadow of a doubt the most useful jaws tool is place markers, if you haven’t used these already I’d recommend playing around with adding them to web pages on your personal PC to get used to using them, but basically you put them wherever you want on the page and then you can quickly navigate to that location. If their systems are web based programs if you add place markers you will be able to more quickly navigate their software, or at least that’s what I personally found anyway. Good luck with the new job, as mentioned I’ve worked in various contact centres since losing my sight and if they have good software then it’s a job which can be done well using Jaws. if you have any more questions, if I can answer them I will be happy to help if I can.
Paul Lemm
From:
main@jfw.groups.io <main@jfw.groups.io> On Behalf Of Hank William
Merchant
Sent: 02 November 2020 14:00
To:
main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as
an incoming customer service agent
Good morning,
Does anyone maybe know if Jaws2020 will work successfully with a incoming
call centre Windows software that automatically sends the next
incoming call to the next available customer service agent and automatically at the same time answers that next incoming call by sending that next incoming customer inquiry directly to the headset of the next available customer sservice agent?
Does anyone maybe know how this answering automatically incoming calls
call centre Windows software lets a customer sservice agent who is
using Jaws know they are the one that has the next incoming call and that
they, the jaws user customer service agent are now talking live to the next
incoming customer call?
Any help I can maybe get with this would be so very
much appreciated as it looks very, very good that I might very soon be hired to work at a local call centre as an incoming customer service agent. Much, much thanks in advance for any help I can maybe get with this.
Kindest regards,
Hank
Thx
On Mon, Nov 2, 2020 at 09:06 AM, Larry Gassman wrote:
JAWS will work, but the degree to which it will function depends largely on the software being used.
If your call center has anyone who can script for JAWS, it would be a good idea to have them look at your company software to see if it works well with JAWS.
-Having been in the position of having to assess this exact situation in the past, it cannot be overstated enough that someone familiar with JAWS needs to, at a very minimum, see how it works with all software the employee is expected to use. Call centers are very fast-paced environments, and you really can't afford to have things work perfectly 96% of the time.In addition, and this was a problem at the company I was working with for the client I was working with, a significant amount of the software they were using was custom and not web-browser-based, and all of that had to be custom scripted.Provided everyone knows that the effort to get you up and running could (note: could) be extensive, and everyone's willing to commit to doing the necessary slogging, there's no reason it couldn't work out. It did for the client to whom I make indirect reference because the company was committed to her and to the expense (and in this case it was significant) of having all the custom JAWS scripting done to allow her to be successful in that role. --
Brian - Windows 10 Pro, 64-Bit, Version 2004, Build 19041 Â
The purpose of education is not to validate ignorance but to overcome it. Â Â Â Â Â Â ~ Lawrence Krauss
did the company do the scripting or was it a third party? where does one find a third party scripter?-
The company hired a third-party. There are virtually no in-house JAWS Script experts because there are very few places where there is in-house use of JAWS at all, when workplaces are taken as a whole. And even in places where JAWS is used extensively, unless you're dealing with custom software that is not web based, but is "screen input/output based," there's likely been little need for custom scripting at all.
I did a lot of research back then, and some of it by asking on groups such as this one, for information regarding individuals who develop custom JAWS scripts professionally. It is a very small, select group.
I do not know who, ultimately, the company hired (and the company was Crutchfield, by the way, I think they deserve a shout-out for all they did to get this employee fully up and running, which was substantial). Since JAWS scripting is not something that I do, once I'd determined what was going to be needed my job was done.
--
Brian - Windows 10 Pro, 64-Bit, Version 2004, Build 19041
The purpose of education is not to validate ignorance but to overcome it.
~ Lawrence Krauss
Legend has it that on Monday 11/2/2020 02:36 PM, Ann Byrne said:
----------------------------------------
In the case you mention, did the company do the scripting or was it a third party? where does one find a third party scripter?----------------------------------------
Thx
At 10:20 AM 11/2/2020, you wrote:On Mon, Nov 2, 2020 at 09:06 AM, Larry Gassman wrote:
JAWS will work, but the degree to which it will function depends largely on the software being used.
If your call center has anyone who can script for JAWS, it would be a good idea to have them look at your company software to see if it works well with JAWS.
-Having been in the position of having to assess this exact situation in the past, it cannot be overstated enough that someone familiar with JAWS needs to, at a very minimum, see how it works with all software the employee is expected to use. Call centers are very fast-paced environments, and you really can't afford to have things work perfectly 96% of the time.In addition, and this was a problem at the company I was working with for the client I was working with, a significant amount of the software they were using was custom and not web-browser-based, and all of that had to be custom scripted.Provided everyone knows that the effort to get you up and running could (note: could) be extensive, and everyone's willing to commit to doing the necessary slogging, there's no reason it couldn't work out. It did for the client to whom I make indirect reference because the company was committed to her and to the expense (and in this case it was significant) of having all the custom JAWS scripting done to allow her to be successful in that role. --
Brian - Windows 10 Pro, 64-Bit, Version 2004, Build 19041 Â
The purpose of education is not to validate ignorance but to overcome it. Â Â Â Â Â Â ~ Lawrence Krauss
Hi Hank,
Not a problem, as for the specific software name, I’m really sorry but I can’t actually remember the names. The booking software we used had been renamed internally to fit our company brand profile better and I can’t remember the name of the company that produced the underlying software. Same with the phones, we often changed phone software providers, I never really took much notice of the names of the different phone software. I was lucky in my last job though, as I was there for about ten years and any time the company would think of bringing in new software they would always consult with me first and often allow me to test the software, or have direct contact with the software company to discuss accessibility before the company went ahead with any new major software changes. I tended to find phone software has given me less problems than the booking software which was often more of a bespoke set up for each company I worked for. I’ve never required any Jaws scripting in any of my jobs, but it really does depend on what software the company is using. I’m sure there will be some people that disagree with this approach, but personally When I go for an interview at a company, I’m always upfront about my sight, I’ll explain during the interview about Jaws, I’ll also let them know how it hasn’t been a barrier to me in previous jobs, I’ll explain that if they decide to hire me that I will accept the job tentatively and will then be happy to come in one day and test jaws with their software and only accept the job if my software works with their systems. This approach has personally worked well for me, but I have a lot of experience in contact centres and that experience helps in the interview process. Although when I have gone in to test jaws it has often worked fine, there have been a couple of jobs where I’ve had to decline the job after coming in to test their software and discovering that Jaws was sadly completely incompatible. So as previously mentioned what software they use is going to play a huge part in this, but to end on a positive note jaws has been successful for me more times than it has failed. Again, wishing you all the best with the new job I hope jaws works fine with their software.
Paul Lemm
Sent: 02 November 2020 18:49
To: main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as an incoming customer service agent
Hello back Paul,
Thanks so very much for your very, very helpful reply email below and for saying for me not to hesitate to contact you in the future if I maybe have any more using jaws with call centre software questions. This is so very nice of you! Your wonderful help is very, very much appreciated! Again thanks very much!
Your very, very positive, helpful email below makes me think that it looks very very promising that I will be able to use jaws successfully at the local contact centre that it looks very good that I will be very soon hired at to work as a customer service agent.
If I can ask, can you maybe tell me what was the names of some of the particular diffrent call centre phone software and call centre booking software that you used successfully with jaws? Thanks very, very much in advance for any help you can maybe give me with this.
Kindest regards,
Hank
From: paul lemm via groups.io
Sent: Monday, November 2, 2020 11:16 AM
To: main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as an incoming customer service agent
Hi,
I’ve worked in a few different call centres using Jaws. There are tons of different phone software that companies use these days, I’ve worked with a couple and they are often web based programs, so tend to work well with Jaws in general without any adaptations being required, but as someone else mentioned it really just depends on which software system they are using. the phone software is usually used for making calls and transferring calls to other agents. Most modern call centres also require you to input a code or select an option at the end of the call to specify what type of call it was, also if you need to take yourself out of an available ‘ready to take another call state’ you do this through the software, inputting a code or selecting an option which specifies why you are inactive, this stops further calls coming through to you, but also allows a manager to see who in the centre is free and who isn’t and why they aren’t available, as you might be on a break, doing some admin etc, if these are web based programs this is all normally pretty accessible with Jaws. Regarding taking calls, some contact centres still have a physical handset where you press something to accept the incoming call or you select answer on the phone software, others just send the next call straight to you. Normally with the latter you receive a beep (or something similar through the headset to signify that a call is just about to come through’. Without actually physically trying the phone software you won’t know how well it works with Jaws until that point. I’ve mainly worked in sales, so there is usually a bookings system you will use to book in whatever you are selling, whether it is a sales role or not, there will probably be an internal system they use which you will need to interact with to access customer data, so you will also need to find out if that is accessible with Jaws. In my last job the bookings system was also a web based program so again jaws worked well with their software. If the phone or bookings system are web based programs I found without a shadow of a doubt the most useful jaws tool is place markers, if you haven’t used these already I’d recommend playing around with adding them to web pages on your personal PC to get used to using them, but basically you put them wherever you want on the page and then you can quickly navigate to that location. If their systems are web based programs if you add place markers you will be able to more quickly navigate their software, or at least that’s what I personally found anyway. Good luck with the new job, as mentioned I’ve worked in various contact centres since losing my sight and if they have good software then it’s a job which can be done well using Jaws. if you have any more questions, if I can answer them I will be happy to help if I can.
Paul Lemm
From: main@jfw.groups.io <main@jfw.groups.io> On Behalf Of Hank William Merchant
Sent: 02 November 2020 14:00
To: main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as an incoming customer service agent
Good morning,
Does anyone maybe know if Jaws2020 will work successfully with a incoming
call centre Windows software that automatically sends the next
incoming call to the next available customer service agent and automatically at the same time answers that next incoming call by sending that next incoming customer inquiry directly to the headset of the next available customer sservice agent?
Does anyone maybe know how this answering automatically incoming calls
call centre Windows software lets a customer sservice agent who is
using Jaws know they are the one that has the next incoming call and that
they, the jaws user customer service agent are now talking live to the next
incoming customer call?
Any help I can maybe get with this would be so very
much appreciated as it looks very, very good that I might very soon be hired to work at a local call centre as an incoming customer service agent. Much, much thanks in advance for any help I can maybe get with this.
Kindest regards,
Hank
Hi Hank,
Not a problem, as for the specific software name, I’m really sorry but I can’t actually remember the names. The booking software we used had been renamed internally to fit our company brand profile better and I can’t remember the name of the company that produced the underlying software. Same with the phones, we often changed phone software providers, I never really took much notice of the names of the different phone software. I was lucky in my last job though, as I was there for about ten years and any time the company would think of bringing in new software they would always consult with me first and often allow me to test the software, or have direct contact with the software company to discuss accessibility before the company went ahead with any new major software changes. I tended to find phone software has given me less problems than the booking software which was often more of a bespoke set up for each company I worked for. I’ve never required any Jaws scripting in any of my jobs, but it really does depend on what software the company is using. I’m sure there will be some people that disagree with this approach, but personally When I go for an interview at a company, I’m always upfront about my sight, I’ll explain during the interview about Jaws, I’ll also let them know how it hasn’t been a barrier to me in previous jobs, I’ll explain that if they decide to hire me that I will accept the job tentatively and will then be happy to come in one day and test jaws with their software and only accept the job if my software works with their systems. This approach has personally worked well for me, but I have a lot of experience in contact centres and that experience helps in the interview process. Although when I have gone in to test jaws it has often worked fine, there have been a couple of jobs where I’ve had to decline the job after coming in to test their software and discovering that Jaws was sadly completely incompatible. So as previously mentioned what software they use is going to play a huge part in this, but to end on a positive note jaws has been successful for me more times than it has failed. Again, wishing you all the best with the new job I hope jaws works fine with their software.
Paul Lemm
From:
main@jfw.groups.io <main@jfw.groups.io> On Behalf Of Hank William
Merchant
Sent: 02 November 2020 18:49
To:
main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as
an incoming customer service agent
Hello back Paul,
Thanks so very much for your very, very helpful reply email below and for saying for me not to hesitate to contact you in the future if I maybe have any more using jaws with call centre software questions. This is so very nice of you! Your wonderful help is very, very much appreciated! Again thanks very much!
Your very, very positive, helpful email below makes me think that it looks very very promising that I will be able to use jaws successfully at the local contact centre that it looks very good that I will be very soon hired at to work as a customer service agent.
If I can ask, can you maybe tell me what was the names of some of the particular diffrent call centre phone software and call centre booking software that you used successfully with jaws? Thanks very, very much in advance for any help you can maybe give me with this.
Kindest regards,
Hank
From: paul lemm via groups.io
Sent: Monday, November 2, 2020 11:16 AM
To: main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as an incoming customer service agent
Hi,
I’ve worked in a few different call centres using Jaws. There are tons of different phone software that companies use these days, I’ve worked with a couple and they are often web based programs, so tend to work well with Jaws in general without any adaptations being required, but as someone else mentioned it really just depends on which software system they are using. the phone software is usually used for making calls and transferring calls to other agents. Most modern call centres also require you to input a code or select an option at the end of the call to specify what type of call it was, also if you need to take yourself out of an available ‘ready to take another call state’ you do this through the software, inputting a code or selecting an option which specifies why you are inactive, this stops further calls coming through to you, but also allows a manager to see who in the centre is free and who isn’t and why they aren’t available, as you might be on a break, doing some admin etc, if these are web based programs this is all normally pretty accessible with Jaws. Regarding taking calls, some contact centres still have a physical handset where you press something to accept the incoming call or you select answer on the phone software, others just send the next call straight to you. Normally with the latter you receive a beep (or something similar through the headset to signify that a call is just about to come through’. Without actually physically trying the phone software you won’t know how well it works with Jaws until that point. I’ve mainly worked in sales, so there is usually a bookings system you will use to book in whatever you are selling, whether it is a sales role or not, there will probably be an internal system they use which you will need to interact with to access customer data, so you will also need to find out if that is accessible with Jaws. In my last job the bookings system was also a web based program so again jaws worked well with their software. If the phone or bookings system are web based programs I found without a shadow of a doubt the most useful jaws tool is place markers, if you haven’t used these already I’d recommend playing around with adding them to web pages on your personal PC to get used to using them, but basically you put them wherever you want on the page and then you can quickly navigate to that location. If their systems are web based programs if you add place markers you will be able to more quickly navigate their software, or at least that’s what I personally found anyway. Good luck with the new job, as mentioned I’ve worked in various contact centres since losing my sight and if they have good software then it’s a job which can be done well using Jaws. if you have any more questions, if I can answer them I will be happy to help if I can.
Paul Lemm
From:
main@jfw.groups.io <main@jfw.groups.io> On Behalf Of Hank William
Merchant
Sent: 02 November 2020 14:00
To:
main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as
an incoming customer service agent
Good morning,
Does anyone maybe know if Jaws2020 will work successfully with a incoming
call centre Windows software that automatically sends the next
incoming call to the next available customer service agent and automatically at the same time answers that next incoming call by sending that next incoming customer inquiry directly to the headset of the next available customer sservice agent?
Does anyone maybe know how this answering automatically incoming calls
call centre Windows software lets a customer sservice agent who is
using Jaws know they are the one that has the next incoming call and that
they, the jaws user customer service agent are now talking live to the next
incoming customer call?
Any help I can maybe get with this would be so very
much appreciated as it looks very, very good that I might very soon be hired to work at a local call centre as an incoming customer service agent. Much, much thanks in advance for any help I can maybe get with this.
Kindest regards,
Hank
Hi Hank,
Regarding calls and headsets/earphones. My usual set up would be that I would have a standard earphone in my right ear which fed me just jaws information, I then had a single ear headset with a mic, so it was designed to only cover one ear, rather than both ears. The headset sat on my left ear and the only sound coming out of this was the customer/phone call. One eared headsets are quite common in contact centres since it allows people to still keep an ear on other things going on within the work place. I think in most of my previous jobs there had been a selection of both one eared headsets and also the ones that cover both ears too, as its normally just a personal preference as to which type of headset people tend to prefer. As for the contact centre itself no it wasn’t Millennium1 Solutions.
Paul Lemm
Sent: 03 November 2020 10:29
To: main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as an incoming customer service agent
Good morning Paul,
Oh I see, (smile), in regards of not really knowing the particular names of some of the different phone and booking call centre software that you were successful in using with jaws. Thanks very much once again for getting back to me so soon with your so very helpful info below on your successful experiences of using Jaws in a contact centre environment.
Now when it came to heareing successfully in one of your ears the cusstomers from incoming customer service inquiry calls and hearing simultaneously successfully in your other ear Jaws to use the computer to properly take care of each customer’s inquiries; did you maybe use 2 separate earphone headsets, one over the top of the other with the incoming calls headset in one ear and your jaws headset in your other ear or did you use only altogether 1 earphone headset that had been technically setup for you to hear your incoming customer calls in one ear and jaws in the other ear?
Also wondering was maybe the name of one of the contact centres that used web-based software that you found jaws work very successfully at named Millennium1 Solutions?
Any help you can maybe give me with the above curiosities would be so very, very much appreciated! Thanks very, very much once again in advance for any help you can maybe give me with the above concerns.
Kindest regards,
Hank
From: paul lemm via groups.io
Sent: Monday, November 2, 2020 7:35 PM
To: main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as an incoming customer service agent
Hi Hank,
Not a problem, as for the specific software name, I’m really sorry but I can’t actually remember the names. The booking software we used had been renamed internally to fit our company brand profile better and I can’t remember the name of the company that produced the underlying software. Same with the phones, we often changed phone software providers, I never really took much notice of the names of the different phone software. I was lucky in my last job though, as I was there for about ten years and any time the company would think of bringing in new software they would always consult with me first and often allow me to test the software, or have direct contact with the software company to discuss accessibility before the company went ahead with any new major software changes. I tended to find phone software has given me less problems than the booking software which was often more of a bespoke set up for each company I worked for. I’ve never required any Jaws scripting in any of my jobs, but it really does depend on what software the company is using. I’m sure there will be some people that disagree with this approach, but personally When I go for an interview at a company, I’m always upfront about my sight, I’ll explain during the interview about Jaws, I’ll also let them know how it hasn’t been a barrier to me in previous jobs, I’ll explain that if they decide to hire me that I will accept the job tentatively and will then be happy to come in one day and test jaws with their software and only accept the job if my software works with their systems. This approach has personally worked well for me, but I have a lot of experience in contact centres and that experience helps in the interview process. Although when I have gone in to test jaws it has often worked fine, there have been a couple of jobs where I’ve had to decline the job after coming in to test their software and discovering that Jaws was sadly completely incompatible. So as previously mentioned what software they use is going to play a huge part in this, but to end on a positive note jaws has been successful for me more times than it has failed. Again, wishing you all the best with the new job I hope jaws works fine with their software.
Paul Lemm
From: main@jfw.groups.io <main@jfw.groups.io> On Behalf Of Hank William Merchant
Sent: 02 November 2020 18:49
To: main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as an incoming customer service agent
Hello back Paul,
Thanks so very much for your very, very helpful reply email below and for saying for me not to hesitate to contact you in the future if I maybe have any more using jaws with call centre software questions. This is so very nice of you! Your wonderful help is very, very much appreciated! Again thanks very much!
Your very, very positive, helpful email below makes me think that it looks very very promising that I will be able to use jaws successfully at the local contact centre that it looks very good that I will be very soon hired at to work as a customer service agent.
If I can ask, can you maybe tell me what was the names of some of the particular diffrent call centre phone software and call centre booking software that you used successfully with jaws? Thanks very, very much in advance for any help you can maybe give me with this.
Kindest regards,
Hank
From: paul lemm via groups.io
Sent: Monday, November 2, 2020 11:16 AM
To: main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as an incoming customer service agent
Hi,
I’ve worked in a few different call centres using Jaws. There are tons of different phone software that companies use these days, I’ve worked with a couple and they are often web based programs, so tend to work well with Jaws in general without any adaptations being required, but as someone else mentioned it really just depends on which software system they are using. the phone software is usually used for making calls and transferring calls to other agents. Most modern call centres also require you to input a code or select an option at the end of the call to specify what type of call it was, also if you need to take yourself out of an available ‘ready to take another call state’ you do this through the software, inputting a code or selecting an option which specifies why you are inactive, this stops further calls coming through to you, but also allows a manager to see who in the centre is free and who isn’t and why they aren’t available, as you might be on a break, doing some admin etc, if these are web based programs this is all normally pretty accessible with Jaws. Regarding taking calls, some contact centres still have a physical handset where you press something to accept the incoming call or you select answer on the phone software, others just send the next call straight to you. Normally with the latter you receive a beep (or something similar through the headset to signify that a call is just about to come through’. Without actually physically trying the phone software you won’t know how well it works with Jaws until that point. I’ve mainly worked in sales, so there is usually a bookings system you will use to book in whatever you are selling, whether it is a sales role or not, there will probably be an internal system they use which you will need to interact with to access customer data, so you will also need to find out if that is accessible with Jaws. In my last job the bookings system was also a web based program so again jaws worked well with their software. If the phone or bookings system are web based programs I found without a shadow of a doubt the most useful jaws tool is place markers, if you haven’t used these already I’d recommend playing around with adding them to web pages on your personal PC to get used to using them, but basically you put them wherever you want on the page and then you can quickly navigate to that location. If their systems are web based programs if you add place markers you will be able to more quickly navigate their software, or at least that’s what I personally found anyway. Good luck with the new job, as mentioned I’ve worked in various contact centres since losing my sight and if they have good software then it’s a job which can be done well using Jaws. if you have any more questions, if I can answer them I will be happy to help if I can.
Paul Lemm
From: main@jfw.groups.io <main@jfw.groups.io> On Behalf Of Hank William Merchant
Sent: 02 November 2020 14:00
To: main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as an incoming customer service agent
Good morning,
Does anyone maybe know if Jaws2020 will work successfully with a incoming
call centre Windows software that automatically sends the next
incoming call to the next available customer service agent and automatically at the same time answers that next incoming call by sending that next incoming customer inquiry directly to the headset of the next available customer sservice agent?
Does anyone maybe know how this answering automatically incoming calls
call centre Windows software lets a customer sservice agent who is
using Jaws know they are the one that has the next incoming call and that
they, the jaws user customer service agent are now talking live to the next
incoming customer call?
Any help I can maybe get with this would be so very
much appreciated as it looks very, very good that I might very soon be hired to work at a local call centre as an incoming customer service agent. Much, much thanks in advance for any help I can maybe get with this.
Kindest regards,
Hank
Hi Hank,
Regarding calls and headsets/earphones. My usual set up would be that I would have a standard earphone in my right ear which fed me just jaws information, I then had a single ear headset with a mic, so it was designed to only cover one ear, rather than both ears. The headset sat on my left ear and the only sound coming out of this was the customer/phone call. One eared headsets are quite common in contact centres since it allows people to still keep an ear on other things going on within the work place. I think in most of my previous jobs there had been a selection of both one eared headsets and also the ones that cover both ears too, as its normally just a personal preference as to which type of headset people tend to prefer. As for the contact centre itself no it wasn’t Millennium1 Solutions.
Paul Lemm
From:
main@jfw.groups.io <main@jfw.groups.io> On Behalf Of Hank William
Merchant
Sent: 03 November 2020 10:29
To:
main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as
an incoming customer service agent
Good morning Paul,
Oh I see, (smile), in regards of not really knowing the particular names of some of the different phone and booking call centre software that you were successful in using with jaws. Thanks very much once again for getting back to me so soon with your so very helpful info below on your successful experiences of using Jaws in a contact centre environment.
Now when it came to heareing successfully in one of your ears the cusstomers from incoming customer service inquiry calls and hearing simultaneously successfully in your other ear Jaws to use the computer to properly take care of each customer’s inquiries; did you maybe use 2 separate earphone headsets, one over the top of the other with the incoming calls headset in one ear and your jaws headset in your other ear or did you use only altogether 1 earphone headset that had been technically setup for you to hear your incoming customer calls in one ear and jaws in the other ear?
Also wondering was maybe the name of one of the contact centres that used web-based software that you found jaws work very successfully at named Millennium1 Solutions?
Any help you can maybe give me with the above curiosities would be so very, very much appreciated! Thanks very, very much once again in advance for any help you can maybe give me with the above concerns.
Kindest regards,
Hank
From: paul lemm via groups.io
Sent: Monday, November 2, 2020 7:35 PM
To: main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as an incoming customer service agent
Hi Hank,
Not a problem, as for the specific software name, I’m really sorry but I can’t actually remember the names. The booking software we used had been renamed internally to fit our company brand profile better and I can’t remember the name of the company that produced the underlying software. Same with the phones, we often changed phone software providers, I never really took much notice of the names of the different phone software. I was lucky in my last job though, as I was there for about ten years and any time the company would think of bringing in new software they would always consult with me first and often allow me to test the software, or have direct contact with the software company to discuss accessibility before the company went ahead with any new major software changes. I tended to find phone software has given me less problems than the booking software which was often more of a bespoke set up for each company I worked for. I’ve never required any Jaws scripting in any of my jobs, but it really does depend on what software the company is using. I’m sure there will be some people that disagree with this approach, but personally When I go for an interview at a company, I’m always upfront about my sight, I’ll explain during the interview about Jaws, I’ll also let them know how it hasn’t been a barrier to me in previous jobs, I’ll explain that if they decide to hire me that I will accept the job tentatively and will then be happy to come in one day and test jaws with their software and only accept the job if my software works with their systems. This approach has personally worked well for me, but I have a lot of experience in contact centres and that experience helps in the interview process. Although when I have gone in to test jaws it has often worked fine, there have been a couple of jobs where I’ve had to decline the job after coming in to test their software and discovering that Jaws was sadly completely incompatible. So as previously mentioned what software they use is going to play a huge part in this, but to end on a positive note jaws has been successful for me more times than it has failed. Again, wishing you all the best with the new job I hope jaws works fine with their software.
Paul Lemm
From:
main@jfw.groups.io <main@jfw.groups.io> On Behalf Of Hank William
Merchant
Sent: 02 November 2020 18:49
To:
main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as
an incoming customer service agent
Hello back Paul,
Thanks so very much for your very, very helpful reply email below and for saying for me not to hesitate to contact you in the future if I maybe have any more using jaws with call centre software questions. This is so very nice of you! Your wonderful help is very, very much appreciated! Again thanks very much!
Your very, very positive, helpful email below makes me think that it looks very very promising that I will be able to use jaws successfully at the local contact centre that it looks very good that I will be very soon hired at to work as a customer service agent.
If I can ask, can you maybe tell me what was the names of some of the particular diffrent call centre phone software and call centre booking software that you used successfully with jaws? Thanks very, very much in advance for any help you can maybe give me with this.
Kindest regards,
Hank
From: paul lemm via groups.io
Sent: Monday, November 2, 2020 11:16 AM
To: main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as an incoming customer service agent
Hi,
I’ve worked in a few different call centres using Jaws. There are tons of different phone software that companies use these days, I’ve worked with a couple and they are often web based programs, so tend to work well with Jaws in general without any adaptations being required, but as someone else mentioned it really just depends on which software system they are using. the phone software is usually used for making calls and transferring calls to other agents. Most modern call centres also require you to input a code or select an option at the end of the call to specify what type of call it was, also if you need to take yourself out of an available ‘ready to take another call state’ you do this through the software, inputting a code or selecting an option which specifies why you are inactive, this stops further calls coming through to you, but also allows a manager to see who in the centre is free and who isn’t and why they aren’t available, as you might be on a break, doing some admin etc, if these are web based programs this is all normally pretty accessible with Jaws. Regarding taking calls, some contact centres still have a physical handset where you press something to accept the incoming call or you select answer on the phone software, others just send the next call straight to you. Normally with the latter you receive a beep (or something similar through the headset to signify that a call is just about to come through’. Without actually physically trying the phone software you won’t know how well it works with Jaws until that point. I’ve mainly worked in sales, so there is usually a bookings system you will use to book in whatever you are selling, whether it is a sales role or not, there will probably be an internal system they use which you will need to interact with to access customer data, so you will also need to find out if that is accessible with Jaws. In my last job the bookings system was also a web based program so again jaws worked well with their software. If the phone or bookings system are web based programs I found without a shadow of a doubt the most useful jaws tool is place markers, if you haven’t used these already I’d recommend playing around with adding them to web pages on your personal PC to get used to using them, but basically you put them wherever you want on the page and then you can quickly navigate to that location. If their systems are web based programs if you add place markers you will be able to more quickly navigate their software, or at least that’s what I personally found anyway. Good luck with the new job, as mentioned I’ve worked in various contact centres since losing my sight and if they have good software then it’s a job which can be done well using Jaws. if you have any more questions, if I can answer them I will be happy to help if I can.
Paul Lemm
From:
main@jfw.groups.io <main@jfw.groups.io> On Behalf Of Hank William
Merchant
Sent: 02 November 2020 14:00
To:
main@jfw.groups.io
Subject: Re: using jaws to work at a call centre as
an incoming customer service agent
Good morning,
Does anyone maybe know if Jaws2020 will work successfully with a incoming
call centre Windows software that automatically sends the next
incoming call to the next available customer service agent and automatically at the same time answers that next incoming call by sending that next incoming customer inquiry directly to the headset of the next available customer sservice agent?
Does anyone maybe know how this answering automatically incoming calls
call centre Windows software lets a customer sservice agent who is
using Jaws know they are the one that has the next incoming call and that
they, the jaws user customer service agent are now talking live to the next
incoming customer call?
Any help I can maybe get with this would be so very
much appreciated as it looks very, very good that I might very soon be hired to work at a local call centre as an incoming customer service agent. Much, much thanks in advance for any help I can maybe get with this.
Kindest regards,
Hank