Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Contact Central End-user and Supervisor training ======CLIENT_NAME_REMOVED==

Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres

Contact CentralEnd-user and Supervisor

training

======CLIENT_NAME_REMOVED===


Today’s agenda• Introductions• Contact Central’s overview• Formal training session

– Discovery (The buttons) You do, I watch– Demonstration I do, you watch (and take

notes)

• Exercise– Hands on familiarisation You work, I help

(Practice as Agents)

• Accreditation– Self review You do/review each other– Final review: certification You show / I grade

• Next steps We discuss– Key dates When do we start?– What will happen on Day 1?– Where can I go for help?


Introductions

Tell us a bit more about yourself:• Name, job role previous role• What is your previous experience with

automated call centre systems (0=none to 5=expert)?

• What is your previous training experience (0=none to 5=expert)?

• Is there a particular question you want to be answered today?


Material provided

• Quick Reference Guide and Business Rules booklet

• Exercises (to keep as examples)– The buttons– Practice as Agents

• Accreditation sheet

• Feedback form


Contact Central Overview


What is Contact Central?

Contact Central is a

• Manages several media in a single place (you will use it for calls, emails ….)

• Integrates phone and CRM capabilities (CC can identify an incoming caller and retrieve his/her history before I get the call)

• Uses Voice over IP (My PC is a phone that can receive or make call to landlines / mobiles)

Contact Central is a solution that:


The Contact Central Solution


• Switchboard• Request for information (InfoBase, leaflets)• Transfer Call without data• Transfer Call with data (I.e. social care direct)• Data capture with data transfer (I.e. trading

standards)• Malicious calls• Service (3 C’s)• Complaints, compliments, comments

Target: 80% of calls answered within 15 seconds

What are the main types of calls that you will have to deal with?


Before we start

• Training logins• Test number: 0207 825 74 70• Wrap codes and no ready: use only• Comments / Emails: Test1, Test2 etc…• Use short messages in your tests

(Conversations are recorded)

>>> CUSTOMISE <<<


End user training

Formal demonstration


Exercise

Hands-on familiarisation


Accreditation

Self-review & Final review


Next Steps

When do we start using Web Communicator?


Next steps

• Key dates: when do we start?• What will happen on day 1?• Where do I go for help?• Questions and Answers


Key dates

• List project key dates• Outline the KICK-OFF DATE• List other important dates:

– Retraining– User review– Etc…


What happens on Day 1?

• State that people should start using the new tool AND stop using the old one

• Make comments, if necessary, on the mistakes that people may do (learning curve)

• Tell people what they’ve got to get right:– Am I “green”?– Have I wrapped up my call?

• Indicate / Designate floorwalkers


Where can I go for help?

• Launch period (from dd/mm (go-live date) to dd/mm (end of launch support))– List whom to contact:

• Face-to-face• Phone• Email

• Support structure following go-live– Person– Email– Phone


Questions & Answers


Today’s agenda• Introductions• Contact Central’s overview• Formal training session

– Discovery (The buttons) You do, I watch– Demonstration I do, you watch (and take

notes)

• Exercise– Hands on familiarisation You work, I help

(Practice as Agents)

• Accreditation– Self review You do/review each other– Final review: certification You show / I grade

• Next steps We discuss– Key dates :when do we start?– What will happen on Day 1?– Where can I go for help?


Introductions

Tell us a bit more about yourself:• Name, job role• What is your previous experience with

automated call centre systems (1=poor-10=excellent)?

• What is your experience as a System Administrator (1=poor-10=excellent)?

• Is there a particular question you want to be answered today?


Sorting and querying data


Sorting data

• Selecting data– Column

• Example– Sort by start

date


Sorting data

• Selecting data– Column

• Example– Sort by start

date• Columns displayed

– Example• Hide • Reorder


Querying the data

• New query• Execute query


Refining the Query

• Refining existing

• Edit– Query

• Refine


Refining the Query

• Refining existing

• Edit– Query

• Refine

• Save enquiry– Save as

• For Later use


Useful Query

• Useful searches to save

>today()-7 >today()-28

• Search for dates between X and Y

>date and <date

Save query as: last 7 dayslast 28 dayscalls 21 Dec and 25 Dec

Documents

Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Contact Central End-user and Supervisor training ======CLIENT_NAME_REMOVED==