Instructor: Audience: Contact Center Agents TEMPLATE INSTRUCTIONS: This training template was created to assist Contact Center Managers in their efforts to teach their Agents how to accept SoundBite calls. A Contact Center Agent Quick Reference Card template summarizes this process in a single page for the Agents. Please Note: The process for how a Contact Center Agent accepts a SoundBite call differs by organization. Examples used in these two templates MUST BE UPDATED to reflect your organization’s specific processes. Please read through this carefully and make the appropriate edits to reflect your organization’s specific processes before communicating it to your Agents. Thank you.

2 What is SoundBite? Dials your customers for you; Confirms the customer is the right party to speak to; Connects the right party customer to your contact center. SoundBite is a dialing software program that: Contact Center Contact center agent accepts call from confirmed right party. Customer confirms she is the right party and connects to contact center. SoundBite dials customer and requests right party confirmation Customer SoundBite

3 What SoundBite Does: Call your customers. Connect your contact center agents to the correct customers, or right parties. Leave answering machine messages and callback number. Monitor and adjust contact center hold time, talk time, etc. to minimize the chances of starving or flooding the agents. Connect customers to an automated payment system. Only right party calls are directed to the contact center, eliminating wasted time with wrong parties, answering machines and bad numbers. SoundBite dials customer and requests right party confirmation. 1 SoundBite SoundBite will:

4 What The Customer Does: Receive a SoundBite call. Confirm he/she is the right party. Connect to the contact center. If the customer doesn’t answer, SoundBite can leave an answering machine message with a callback number and instructions to reach the contact center. Customer confirms she is the right party and connects to the contact center. Customer 2 Customer will:

5 What The Contact Center Agent Does: 1.Answer call. [Customer is waiting on hold.] 2. Listen to the message, or whisper, that says: “Please press ‘1’ to receive this call.” (repeats) (Caller ID may be used along with, or instead of whisper.) 3.Press ‘1’ on the phone promptly. [Customer still on hold.] 4. Listen again to the whisper: “Account ”, then Press ‘1’. [Customer is now on the line!] ** 5.Greet customer immediately, or risk losing them. Never say: "How can I help you.” Instead, say: "Hello, and thank you for holding..." From the agent’s perspective, this is an inbound call. From the customer’s perspective, YOU called THEM! This is a hot lead, screened for you by SoundBite. ** If the client hangs up during the whisper in Step 4., SoundBite may immediately send a new call. By the time the agent gets the call, the customer has already verified he/she is the right person, has opted to speak with you and has been put on hold. Contact Center Contact center agent accepts call from confirmed right party. 3 Agent will: IMPORTANT SoundBite stays on the line to: Determine when the agent will become available; Measure talk times in order to predict how many calls to place; Capture how the call is terminated. If the agent accepts the call from SoundBite but does not press ‘1’ to speak to the customer, this affects dialing rates and could cause SoundBite to cease dialing for all agents. If dialing is paused, the contact center manager will be notified and required to manually resume SoundBite dialing.