| Training a sales team This same situation applies equally as well to an in-bound centre where there
is a standard call-answering procedure and script. Work-group supervisors can easily
monitor that the company
policy is being used to answer calls. In this case the
"intrusion" is replaced by the normal UCD
agent-monitoring procedure.
Brief
The customer wanted to set up two procedures:
(a) The sales-supervisor wants to monitor a sales-agent who
is on a call without the agent knowing they are being monitored.
(b) The sales-supervisor wants sales-agents to listen to him
making a standard outgoing call to a client so the sales-agents can learn the correct
sales approach to potential customers.
Solution
Two feature keys were programmed on the sales-supervisor's telephone:
F76...(mute)
F60...(conference).
A Mute key (F76) was also programmed on each of the
agent’s telephones.
System programming was carried out as follows:
| Database programming menu |
Extension |
|
|
| Extension menu |
Category 4 |
|
|
| Data field |
Intrusion active |
|
Make this "Y" for the
sales-supervisor's extension only |
|
Intrusion tone |
|
Make this "N" for each agent's
extension (so they do not know they are being monitored). |
To monitor an agent who is on a call:
- Press the mute key.
- Dial the extension number and get busy tone.
- Press soft key F3 below the word "next".
- Press soft key F3 below the word "Intru".
- Listen to the call.
To allow agents to hear the correct sales procedure:
- Dial the first agent's extension. Talk to them and get them to
press their mute key to mute their transmitter.
- Press the hold key.
- Dial the second agent's extension. Talk to them and get them to
press their mute key to mute their transmitter.
- Press the conference key (you now have a 3-party conference).
- Press the hold key.
- Dial the outside client and talk to them.
- Press the conference key (making a 4-party conference) enabling
the sales-agents to monitor the call and learn the correct sales procedure.
- At the conclusion of the demonstration, both agents hang up
their handsets and press their mute keys to un-mute their transmitters.
|
