1. Welcome!

2. Training Outline Introductions Expectations Schedule adherence Test, Grades Bathroom location Dress Code Badges ($5.00 replacement fee.) 3. Contact Information Primary:Jose Roda: Cell Phone (480) xxx-xxxx Office (602) xxx-xxxx Ext. 105 Secondary:Dxx Axxxxxx: Cell Phone (480) xxx-xxxxOffice (602) xxx-xxxx Ext. 111You MUST verbally communicate with one of us!No texts. No e-mails. No Smoke Signals/Morse code! 4. Breaks You have a total of 30 minutes of break (15 minutesevery 4 hour shift.) Aside from your 1 hour lunch. Your 15 minute break can be allotted any way you wantexcept in the following situations: first and last hour of your shift You are the only agent. hour before or after your lunch 5. Sick Calls: After your 60 day probationary period you may call insick. When calling in sick you MUST verbally speak to JoseRoda (me). Secondary Contact is Dan Archibald. No E-mails, Text, or Voicemail. Crucial to maintain proper staffing levels. 6. Payday/Timecards Payday is the 15th and the end of each month. Times are calculated based on your log-in log-outreport. In other words, your log in log-out report is your timecard. Direct deposit requires a voided check. Any discrepancies please e-mail Jose atjroda@oracc.net by end of payday. 7. Probationary Period 60 day probationary period No lates or absences Metrics/Improvement met General work habits met 8. Ciudadania Desde Su Casa! Historia Que hay en el paquete Instalacion del producto Trivia! 9. Ciudadania Desde Su CasaInstructions: Youve just received your citizenship kit andcant wait to install it in your computer!Go thru the steps of:Installing itOpening itUsing itTry to imagine any questions a customer might have.How would you answer them? 10. Ciudadania Desde Su CasaInstructions: Go thru the entire syllabus. Becomeacquainted with the interphase. How fast are pagesloading up? Is the issue system related or, softwarerelated?How would you position your answer to our customers?Discuss: 11. Call Center Metrics Average Handle Time (AHT) 10.00 goal After Call Work (ACW) none These are liable to changedepending on incomingmetrics. 12. Call Control 13. Call ControlWhy is Call ControlImportant? 14. Call Control Phonetic Alphabet: If you cannot understand theperson you are speaking with, ask them to spell out theword using a word attached to it. For example:P- como puertaE- como estufaR- como ranaE- como estufaZ- como zorro 15. Call Control Open ended questions: A question which necessitates an in-depth, wordy response. Examples are: Tell me about your day.What is the reason for your visit. 16. Call Control Closed-ended questions: A closed-ended question is a form of question which can normally be answered using a simple "yes" or "no", a specific simple piece of information, or a selection from multiple choices. Examples are: Do you know your age? What is your age? 17. I. E. A. T. T.Proper Hold Technique:I- InformE- EstimateA- AskT- ThankT- Thank Again 18. Call Control Role Play Activity:Take turns being the Customer andthe agent, use open-ended questions to create empathyand trust, then use closed ended questions to close thesale and keep your AHT (average handle time) undercontrol. 19. Call Control 20. SALES A sale is the act of selling a product or service in return for money. Closing the sale. Upselling. Role playing. 21. SALES Perception is the most important aspect of a sales transaction. WHY? 22. Call Roadmap 23. Call Roadmap: 1-xxx-xxxx Greeting| Internet Available || yesno || n400kitn400kit Web serviceMail out service $129 $129$300 $199 Bundle $230Bundle $500 24. Call Roadmap: 602-xxx-xxxxGreeting |Internet Available|| AZ yesno Only| | |n400kitn400 kit inWeb serviceMail out service store$129$129 $300 $199orappt.Bundle $230Bundle $500 Bundle price 25. Phone ScriptsPhone scripts are guidesNot to be read word for wordAdapt the script to yourpersonality! 26. Phone ScriptsHighlights: Arizona residents have the additional optionto come in and actually speak to a service representative.Use this sales tool for customers who are not internetsavvy, or simply dont have internet readily available. 27. Products and Services Ciudadania Desde su Casa $129.00 Citizenship Application Preparation $129.00 28. You Are NOT An Attorney It is very important to remember not to give out what could be considered Legal Council. Use the following verbiage when asked for legal advice. 29. You Are NOT An AttorneyEnglish:As I am not an attorney, I am not qualified to give youlegal advice, I recommend you seek the services of anattorney for legal council on those specific issues.Spanish:Como no soy abogado, no tengo licencia para darconsejo legal. Le puedo sugerir que contrate a unabogado para que le conseje sobre esa situacion enespecifico. 30. You Are NOT An AttorneyClassroom Activity:On the white-board write down as many questions thatcan be considered legal advice: 31. Citizenship VerificationWhen customers are interested in the citizen applicationpreparation. An agent needs to verify through a series ofquestions, whether or not they qualify. The person needsto pass ALL of the questions.The following verbiage is used when a person does notmeet the criteria:It appears that based on your answers you do not qualifyfor citizenship at this time. I would recommend seekinglegal council from an attorney of your choice. 32. Citizenship Verification Q/AQuestions require a YES or NO answer.Be sure to emphasize EVER when inquiring aboutconvictions.Classroom Activity: Review Questionaire.Discuss 33. The Payment Card Industry DataSecurity Standard What is PCI? The Payment Card Industry Data Security Standard (PCI DSS) is a set of requirements designed to ensure that ALL companies that process, store or transmit credit card information maintain a secure environment. Why it is important. 34. Tools of the Trade! Your Desk. New Headsets and amps. A clean environment is a healthy environment! Desk Etiquette. Chit-chat and gossip. What is the difference? 35. Interphase Operations 36. SharePoint 37. SharePointExercise: Find and Open the Sharepoint Call Center page.Read the Welcome statement.Now open the Knowledge Base. Find an article,tell the class something specific about thearticle. 38. SharePoint Knowledge Base: The knowledge base allows an agent access to ALL documentation needed to address client needs. Digital copies of all laminated paper documents on desk are available on line. 39. Logging on Phone: Press the LOGIN Button.Input your 4 digit code.Start taking calls! 40. The Toolbar. Function Toolbar: Provides functions that allow the user to send text messages and customize theIn ACD MIS Agent Client application. Clicking on the Down Arrow ( V ) imageaccesses the function toolbar. Agent Status: Displays the current state of the agent using a color-coded text box. Real-Time Ticker Scrolls real-time call center statistics and text messages to provide visibility intothe performance of the call center. 41. Agent Specific Aux Codes The four Aux codes utilized by agents are: Logged In. Beginning of shift. Break. 15 minute or Lunch. Mute. Sneezing, coughing etc. Logged Out. End of shift. 42. Aux Jumping Aux jumping: The practice of jumping between aux codes to prevent taking any calls. = Plan B: Joining the Ranks of the Unemployed! 43. The Phone Dialing 911. Dial 9-1-1 and wait for the operator. 44. The Phone Calls will be incoming automatically. When you hear the beep begin your conversation. Queue will be automatically reconnected to your extension. 45. The Phone To answer: Press the Yellow headsetonce. To Disconnect: Press the Yellowheadsetagain.Always Disconnect! (Hang Up) 46. The Phone Always remember..Hang up the line! 47. KUDOS Calls! A Kudos call is one in which a customer is so delighted with your customer service, they ask to speak to a supervisor to sing your praises!!!! When this happens: Raise your Hand Tell me, Kudos Call! I will take the call. You receive a yummy prize! 48. Complaint Calls:Handled exactly like a Kudos call These should be few and far between, and NOT about you. 49. A Look at the Past! 50. Helpfromsam.comSimpleAffordable More Efficient 51. Helpfromsam.comWebsite Navigation:Find the menu of available forms.What are our shipping options?How can I get to the technical support page? 52. HelpFromSam.comWebsite Navigation Drills:Walk a customer to the designated website page, usingonly verbal commands (in English and Spanish.)The customer will do exactly as he is told.Did the customer arrive at the correct page?Discuss. 53. HelpFromSam.com Our website was designed to provide an easy, selfguided virtual store. Customers can tailor their shopping to suit theirindividual needs. The portion of the website you will be using is thepayment and shipping page. 54. HelpFromSam.comWhen a customer uses the website prompts will advisethe customer where to go and if a customer has made amistake. 55. HelpFromSam.comFull Service On-line Simulation.Alternate between AGENT and CUSTOMERUsing The profiles provided, walk thru and create asmany orders as possible.Keep track of your time, use all of your availableresources.The calls should be a mix of easy to challenging! 56. Congratulations! You have finished official training in SAM! 57. Your Greatest Asset Is.The Agent Next to You. 58. A Quote: Disciplining yourself to do what is right and important, although difficult, is the highroad to pride, self esteem, and personal satisfaction.