1. Training Call Agent Training START support@taskflow.co.za
The generic training is based on explanations for basic operating procedures on TaskFlow. Users are encouraged to explore the functions of the system
Copying and distribution of this document is strictly prohibited without prior consent from TaskFlow

2. INDEX Call Agent Training Click on a Step to View HOME 1 Speaker icon13
Disposition 2
Recording devices 14
Choose from drop-down list 3
Communications 15
Edit lead details 4
Do Nothing 16
Create opportunity 5
Open Browser > Enter TaskFlow URL 17
Open App Switcher 6
Right Click Shield 18
Sales 7
Load Unsafe Scripts 19
Leave Campaign 8
Shield is Deactivated 20
Choose Note 9
Click on the Phone 21
View Previous Dispositions 10
Join Campaign 22
Scheduled Calls 11
Choose Campaign 23
Log out 12
Next Item
Call Agent Training

3. INDEX BACK NEXT Before opening TaskFlow
Ensure that the following setting is correct
> Right click on the speaker icon
BACK
INDEX
NEXT

4. Select Recording Devices
BACK
INDEX
NEXT

5. Open Communications Tab
BACK
INDEX
NEXT

6. INDEX BACK NEXT Select “Do nothing” Apply Click OK
Enabling the “Do nothing” radio button will permit the headset mic to work correctly on TaskFlow 1 2 3
BACK
INDEX
NEXT

7. 1 2 3
Type the URL provided by your TaskFlow Administrator (Chrome Browser)
Provide your Log in Details
Click on “Log in”
BACK
INDEX
NEXT

8. INDEX BACK NEXT TaskFlow works optimally in the Google Chrome browser.1
TaskFlow works optimally in the Google Chrome browser.
For TaskFlow to work correctly, the Shield needs to be disabled
Right-Click on the “Shield”
BACK
INDEX
NEXT

9. 1
Click on “Load Unsafe Scripts”
BACK
INDEX
NEXT

10. INDEX BACK NEXT Shield will be deactivated1
Shield will be deactivated
The shield will only be disabled when your are logged into TaskFlow
When you log out, the shield will be enabled again
Remember to disable the shield when working in TaskFlow
BACK
INDEX
NEXT

11. 1
Click on the “Phone” icon (Calls)
BACK
INDEX
NEXT

12. INDEX BACK NEXT Click on “JOIN CAMPAIGN
Your manager will assign you to a campaign.
As an agent, you will need to join your assigned campaign to start phoning 1
BACK
INDEX
NEXT

13. If there are multiple Campaigns, they will be listed when you click on this arrow.1 2
Select the Campaign
Click on “JOIN CAMPAIGN”
Your manager may have assigned you to multiple campaigns.
Make sure to find out which you must join
BACK
INDEX
NEXT

14. The NEXT ITEM button allows you to move on to the next lead in the campaign.
Note that you can “LEAVE” a Campaign. 1
To start the process, click on “NEXT ITEM”
BACK
INDEX
NEXT

15. INDEX BACK NEXT Two scenarios can be implemented to the Dialer
The first is “Click to Dial”, whereby an agent has to click on the PRIMARY button to make a call
The second is “AUTO Dialer”, whereby an agent only needs to click on “NEXT ITEM” to phone a lead
Ask your manager to which system you are using.
If the Disposition screen has not appeared during or after the call, click on Disposition 1
BACK
INDEX
NEXT

16. INDEX BACK NEXT Select your Disposition from the drop-down list1 2 3
Select your Disposition from the drop-down list
Provide a note to add prevalence
Click on Disposition
BACK
INDEX
NEXT

17. Lead/Contact details can be completed while you are busy on the phone
Lead/Contact details can be completed while you are busy on the phone. Be sure to be in Edit mode, then after details are completed, click on Save 1
If the lead is interested, click on Convert to Opportunity
BACK
INDEX
NEXT

18. 1 2 3 4
Convert to Opportunity or Merge with an existing opportunity
Choose who made the sale and from which sales team
Decide what you want to do with this customer
Create the opportunity
BACK
INDEX
NEXT

19. 1
Open the AppSwitcher
BACK
INDEX
NEXT

20. 1
Open Sales
BACK
INDEX
NEXT

21. INDEX BACK NEXT To log out from the campaign, click on Leave Campaign1
To log out from the campaign, click on Leave Campaign
BACK
INDEX
NEXT

22. 1 2
Select the note/reason why you are leaving the campaign
Click in LEAVE CAMPAIGN
BACK
INDEX
NEXT

23. INDEX BACK NEXT You are logged out of the Campaign1
You are logged out of the Campaign
Click the “circle arrow” to view previous Dispositions. These Dispositions can be viewed again 2
BACK
INDEX
NEXT

24. Click on the “Bell” to view Rescheduled and Retried Calls1
BACK
INDEX
NEXT

25. 1
When you are done for the day or perhaps taking a break. Click on your name in the top-right corners and select “Log Out”
BACK
INDEX
END