Welcome to Auto-dialer Implementation Training

How Does It Work? All accounts are uploaded to the dialer. All accounts are uploaded to the dialer. The dialer makes outbound calls and will only pass through specified results to an operator. (Live Contact, Answering Machine) The dialer makes outbound calls and will only pass through specified results to an operator. (Live Contact, Answering Machine) The dialer calculates average handle, talk, and wait time to determine dialing patterns. The dialer calculates average handle, talk, and wait time to determine dialing patterns.

Dialer Components

Tips for an Effective Dialer Campaign Since the dialer calculates average the more operators on the campaign the better. There should never be less than 3. Since the dialer calculates average the more operators on the campaign the better. There should never be less than 3. Campaigns should be as large as possible. The more accounts in a campaign the more effectively the dialer can predict accurate work, wait, and talk times. Campaigns should be as large as possible. The more accounts in a campaign the more effectively the dialer can predict accurate work, wait, and talk times. The most effective time to use the dialer is what has been referred to as “prime time”. When contacts with customers are at there highest. The most effective time to use the dialer is what has been referred to as “prime time”. When contacts with customers are at there highest.

Most Job Duties Will Remain The Same You will still interact with the customer to resolve problems and sell services. You will still interact with the customer to resolve problems and sell services. You will still memo accounts with pertinent details. You will still memo accounts with pertinent details. The key metrics on your review will remain the same. The key metrics on your review will remain the same. Incentive will continue to be paid out in the same manner. Incentive will continue to be paid out in the same manner.

What Will Change? We pull up and review an account before selecting a number to dial. We pull up and review an account before selecting a number to dial. The dialer will automatically connect us to appropriate accounts using the appropriate phone number. The dialer will automatically connect us to appropriate accounts using the appropriate phone number. Today After Conversion

What Will Change? We rely on the work date documented by the previous operator to determine when to call back. We rely on the work date documented by the previous operator to determine when to call back. Action codes will be entered and set the account for appropriate follow up. Action codes will be entered and set the account for appropriate follow up. Today After Conversion

Release Codes Right Party Contact = RPC Right Party Contact = RPC Left Message Answering Machine = LMAM Left Message Answering Machine = LMAM Left Message at the Home Number = LMH Left Message at the Home Number = LMH Left Message at Work = LMW Left Message at Work = LMW No Message Left = NML No Message Left = NML Right Number Wrong Party = RNWP Right Number Wrong Party = RNWP

Practice Session #1 Release Codes The instructor can assist you on how to enter the training environment system. You will hear a recording of a customer summarizing a call and should select the appropriate release code. The instructor can assist you on how to enter the training environment system. You will hear a recording of a customer summarizing a call and should select the appropriate release code.

Production Reports As mentioned before the key metrics that you are reviewed on monthly will not change. Your numbers are available as a dialer report in real time throughout the day. In order to access your numbers you must select OP-192 from the main menu. As mentioned before the key metrics that you are reviewed on monthly will not change. Your numbers are available as a dialer report in real time throughout the day. In order to access your numbers you must select OP-192 from the main menu.

Practice Session #2 Retrieving Production Numbers Toggle over to the training system environment and pull your production numbers from the main menu. Toggle over to the training system environment and pull your production numbers from the main menu. This can be done at anytime during your shift. This can be done at anytime during your shift.

Practice Session #3 Campaign Management Take a look at the following three cases and explain to an operator why the campaign in running ineffectively.

Situation #1 12 Operators 12 Operators 50 Accounts 50 Accounts Calling a time zone at 7 PM Calling a time zone at 7 PM Why are calls slow?

Situation #2 2 Operators 2 Operators 750 Accounts 750 Accounts Calling a time zone at 7 PM Calling a time zone at 7 PM Why are calls slow?

Situation #3 55 Operators 55 Operators 2700 Accounts 2700 Accounts Calling a time zone at 2 PM Calling a time zone at 2 PM Why are calls slow?

Efficiency There is no doubt that properly running and managing our new auto-dialer we will increase our unit’s effectiveness. This will allow us to compete globally as a financial services institution. The efficiency gained also impacts other areas.

Customer Service The increase in efficiency will allow you to contact more customers each day. The Dialer has many features built in to improve our customers’ experience. Customers will spend less time on hold and more time speaking to an operator.

Your Productivity and Incentive Your opportunity to contact customers will increase. This increase will result in more opportunity for higher level incentive pay out.

Thank You For Your Time Please take a few more minutes to complete the class evaluation. Please include any feedback you have on the training session as well as any question, comments, or concerns you may have regarding this project.