What we'll cover

    1. How it started

    2. What the Advice Line can help with

    3. Opening hours and phone number

    4. Call statistics and queuing

    1. What you'll need

    2. Taking calls

    3. Active listening

    4. Free Legal Advice with Working Families

    5. Legal referrals

    6. Valla

    7. Taking care of yourself

    1. How do we receive calls?

    2. Setting up your Virtual Call Centre (VCC) account

    3. How to make yourself available to receive calls

    4. How to take a phone call

    5. How to make a call

    6. VCC Softphone

    7. Which Softphone option to use?

    8. Using the browser phone

    9. Using the App phone

    10. Recorded VCC demo with Call Handling

    11. VCC Summary

    12. How we log calls to the Advice Line

    13. Logging a call using the Beacon Call Log form

    14. Viewing Beacon records

    1. Top tips

    2. Download your Advice Line Toolkit

    3. Test your knowledge

    4. Next steps

About this course

  • For Advice Line Volunteers