Core concepts
Knowledge base
The documents your agent answers from during a call.
The knowledge base decides whether answers sound specific or generic.
What belongs in it
Everything you explain on the phone regularly: services, prices, process, directions, special rules. Write it the way you would say it, in short paragraphs with clear headings.
What does not
Internal notes, outdated price lists, anything holding personal data. The agent quotes from this when it fits, and you do not want it to.
Folders
Knowledge can be organised in folders and assigned to a specific agent. That way the booking agent does not carry the entire price list, only what it actually needs.
Keeping it current
When something changes, change the document, not the agent's task. After saving, the new version applies from the next call.
A short, maintained document beats a long, half-current collection. Wrong knowledge is worse on the phone than missing knowledge, because the agent delivers it convincingly.