AGENT TRAINING MANAUAL
AGENT TRAINING MANAUAL
UPDATED 10/17/2016
AGENT TRAINING MANAUAL
Contents About CallShaper ..................................................................................................................... 1
User Menu ................................................................................................................................ 2 Changing Your Password ....................................................................................................... 2 Browser Preferences .............................................................................................................. 3 Embedded Browser ............................................................................................................ 3 Browser Behavior................................................................................................................ 3 Audio Device Prefernces ........................................................................................................ 4 Connection Prefernces ........................................................................................................... 4
Help Menu ................................................................................................................................ 5 Open Log Directory ................................................................................................................ 5 Sending Logs to CallShaper Support ...................................................................................... 6 About CDP Desktop Client ..................................................................................................... 6
The Dashboard ......................................................................................................................... 7 Campaign and Agent Dashboard............................................................................................ 7 Call and Queue Dashboard .................................................................................................... 9
CDP Desktop Client Hands On Training ..................................................................................10 Agent Log In ..........................................................................................................................10
AGENT TRAINING MANAUAL
About CallShaper CallShaper was founded in 2012 but our software was born years before that when we set out to create a platform to run all aspects of our own call center’s operations.
Our philosophy has three main goals: Ease of use, accurate real-time reporting, and flexibility.
Ease of use is important because we feel that technology should help achieve the business goals and not get in the way. This is especially true from an agent’s perspective. We want the agent to be able to focus on the call and making the sale, not on a cumbersome process that distracts them from their true purpose.
Flexibility is important to ensure our users, at all levels, get the most out of our software. From the Agents perspective, we know making the sale, collecting the payment or qualifying a prospect are most important. This is why CallShaper’s Software uses a predictive Dialer designed to ensure you (the agent) receive the most “live” calls possible. Our platform constantly watches changes happening to the campaign and reacts accordingly.
We know it’s virtually impossible to make someone’s voicemail purchase what you are selling. This is why we use the latest technology in answering machine, busy and disconnected number detection to prevent these calls from wasting your time.
CallShaper is all encompassing when it comes to scripting and reporting. All campaigns are different. Whether it be the sales pitch, the prospect qualifying process, data submission, or payment capture, CallShaper allows your campaign’s scripting and reporting to match your client’s requirements exactly and makes it easy for you to maneuver around.
We at CallShaper hope you enjoy the ease of use and flexibility our software offers to you as an agent.
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User Menu The User Menu is where you can change your password, check your connection and set the preferences for your Browser and Audio Device
Changing Your Password The Change Your Password feature in CallShaper’s CDP Desktop Client (Agent Application) is used when you know your current password, but want to change it. If you do not know your current password OR, you have been locked out due to too many unsuccessful attempts, you should follow your internal process for resetting your password.
To change a password, click on the User menu and choose Change Password.
In the Change Password screen, type in the Current Password, New Password, and Confirm New Password.
Click the your password.
button to cancel your request or, the
button to change
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Preferences The preference menu allows you to make changes or adjustments to your browser and audio devices. The connection setting should not be adjusted.
Browser Preferences The browser section allows you to adjust the embedded browser and the browser behavior. To access the browser section, click on the User Menu and choose Preferences. To accept the changes once they have been made, click the
button, to cancel the change, click the
button.
Embedded Browser When the preferences screen opens, you can choose between IE and Mozilla in the Embedded Browser section. If you do not have IE 10 or higher, we recommend changing the embedded browser to Mozilla.
Browser Behavior The browser behavior specifies whether a link opens in a new window or a new tab in your Agent Application. If you choose to open a new tab, the tab will open in the CallShaper window BEHIND your script.
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Audio Device Preferences The Audio Device preferences will help you select and test the proper audio device to use with your Agent Application.
To make adjustments to your audio device, click on the User Menu and choose Preferences.
When the preferences screen opens, select Audio Device on the left.
In the Audio Device screen, you can choose the proper device from the Speaker and/or Microphone drop-down lists.
Once selected, click the
To accept the changes, click the
button to test your device. button, to cancel the change, click the
button.
Connection Preferences The Connection Preference should not be changed in the Agent Application. The service address should always be manage.callshaper.com.
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Help Menu The Help Menu will let you open the log directory, send the log files to CallShaper Support for research and view the details of the CallShaper copyright information, the software the desktop client uses and the license information.
Open Log Directory The log directory contains information about each call made from your CDP Desktop Client and any interruptions that may have occurred with CallShaper’s connection. If you are experiencing interruptions in service, or you have been logged out by the system, CallShaper Support will need these logs to determine the root cause of the issue.
If you are using version 4.3.8 or lower, the logs should be sent to your supervisor or manager as a zip file. They will then send the files to CallShaper Support for research. To send the logs, click on the Help Menu and choose Open Log Directory.
The log directory will open in a new window. You will see files with the name of CDP.# (numbers usually range from 0-4).
Select all files from the current day by clicking on the first CDP file listed, hold your shift key down on your keyboard and click on the last CDP file listed.
Right-click and choose Send To - Compressed (zipped) folder.
Email an explanation of the interruption, the time(s) the interruption occurred and the Zip file to your supervisor or manager (Please refer to your internal process).
Once these files are received, CallShaper Support will research the issue. CALLSHAPER
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Sending Logs to CallShaper Support If you are using version 4.3.10 or higher, the logs are sent directly to CallShaper Support from you CDP Desktop Client using the “Send Logs To CallShaper Support” in the Help Menu.
In the new window, type your (the agent’s) username and password.
In the additional comments field, please describe the error message or provide an explanation of the interruption and the time(s) the interruption occurred
Click Send.
Once you click send, you have created a Help Desk Ticket. If you have a valid email address, you will receive an email from CallShaper Support that provides the ticket number. Any further correspondence will be sent through this ticket.
If you do not have a valid email address, please include your supervisor or manager’s email address in the additional comments field. CallShaper Support will correspond through your Supervisor or Manager to resolve the issue.
If you cannot send the log files using the instructions above for any reason, they can be sent as a zip file using the Open Log Directory in the Help Menu.
About CDP Desktop Client The about section contains the copyright information, the software the desktop client uses and the license information.
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The Dashboard The dashboard is your home screen and will be the first screen you see when logging into CallShaper. There are two sides to the Dashboard; the campaign/agent side and the call/queue side. Let’s review them now.
Campaign and Agent Dashboard The left side of the dashboard contains information about you (the agent). During a call, the left side of the dashboard will be replaced with a script.
Your stats for today Your Status
Top 10 Agents
Your stats for this week
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Status = The time you have been in the current call status. The example above shows the agent has been waiting 2 seconds for a call.
Top Ten Agents = This section will list the top 10 agents working in the same campaign you are assigned to. The agents will be ranked by the number of sales and/or points.
Today = Displays your stats for the current day.
This Week = Displays your stats for the current week.
The description of the stats for both the “Today” and “Week” sections are: Calls
Total number of calls you have handled for this campaign.
Talk
Total amount of time you have spent on call for this campaign.
Hours
Total number of hours you have spent logged into this campaign.
Calls/Hr
Average number of calls you have handled per hour.
Sales
Total number of sales you have made in this campaign.
SPH
Average number of sales you have made per hour in this campaign.
Conv %
Percentage of calls turned into sales or the desired results of the campaign.
Points
Number of total points earned for this campaign.
PPH
Average number of points earned per hour for this campaign.
AHT
Average handle time of your calls taken for this campaign (average talk time + average/wrap time).
ATT
Average talk time on calls for this campaign.
AWT
Average time you have spent in wrap-up for calls taken in this campaign.
QA Score
Average quality scores you have received for calls scored in this campaign.
Auto Fail
Number of scored calls that automatically failed the QA process.
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Call and Queue Dashboard The right side of the dashboard contains call and queue information. During a call, the right side of the dashboard will be available.
Calls waiting
Time of longest wait
Dial pad and mute
Chat, Notes and Callbacks
Calls in Queue = Number of calls waiting to be answered in the campaign you are assigned to.
Longest Wait = Longest time it has taken for a call to be answered in the campaign you are assigned to.
The Dial Pad will allow you to make manual calls (if enabled). Under the keypad the option to mute and un-mute your microphone is available (when on call).
This section contains three parts; chat, call notes and callbacks.
Chat – Allows you to correspond with your supervisor while logged in.
Call Notes – Provides a place to take notes while on that call. This information will only be available during the call. As soon as you are on a new call, the notes will disappear.
Callbacks –This section will display callbacks that are specifically assigned to you for that day. If there are callbacks assigned to “anyone” they will not be listed. CALLSHAPER
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CDP Desktop Client Hands On Training Now that you understand the User Menu, Help Menu and the Dashboard, you are ready to log into the CDP Desktop Client (Agent Application). You may have noticed that we did not cover the Status or Transfers Menu in this document. Both will be reviewed during the “hands on” portion of your training
When you log in, your training will simulate four different phone calls. Each call will review different features and functions that may be available to you during a call. You will end each call with a different task that you will learn during the training. When the next call starts, click on the corresponding Navigation Button to move to the next step in the training.
Please note, each script is different. The purpose of this training is to familiarize you with all of the options that are available in the Agent Application. You may or may not have these options available when you are working different campaigns.
Agent Log In The remainder of the training should take less than one hour to complete and will take place in CallShaper’s CDP desktop application.
To open, double click on the
Login using the following username and
icon.
password.
Username = agent#@training.com
Password = callshaper
The # sign in the username will be replaced with an actual number. Your supervisor, trainer or manager will provide you with the number to include in your username for your training.
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