Agent Application - Telemarketing
Using the Search Feature from the Agent Portal
From the Agent portal you can grant your agents access to a search feature, whether to search for only their own leads or to search for all records. To access the search option the agent would select search. Once the search feature is selected your ...
Accessing Agent Reports through Agent Portal
Agent Reports would give an agent access to view their reports to better breakdown the calls they are making and the progress through the leads or clients. To access these reports you would select Reports from the Agent Portal. Once selected you will ...
Using the Live Message Feature
Agents would use the Live Message feature if they have a set pitch in place for every client or potential client, this would be beneficial for cold calling, or for a set of questions used for verification purposes. These prerecorded messages are also ...
Using the Smart Message Feature
Agents will use Smart Message to choose from a list of pre-recorded messages (set up by the Administrator), to leave with a client as soon as the answering machine message begins to play. After Selecting Smart Message you will see a list of ...
Using the Instant Message Feature
The instant message works one of two ways (depending on how your manager has set up your account up): Agents can message admins only Agent can message admins and other agents To use the instant message feature, click on the "Instant Message" button ...
Using the Call History Module
On the agent portal, users have the ability to view their own call history. Note: Records will only be displayed as long as no other agent has called the specific leads. To access the call history module, first agents need to go on break. Once an ...
Setting a Callback
Agents have the ability to set two types of callbacks: Agent Specific Callbacks (AgentSPCB) - These callbacks will go to the agent specified when initially setting up the callback. The system will notify the agent of the callback a few minutes before ...
Using the Recordings Module
The recordings module on the agent application serves multiple purposes: Will allow agents to listen to their inbound voicemail's Will allow agents to view notes from managers on previous calls Will allow agents to listen back to calls they've made ...
Conferencing an External Number
Conferencing in the agent portal is pretty straight forward. Note: You have to be currently connected to a call in order to conference. First, click on the "Conference" button from the left menu. Once you click this button, you will get a pop up that ...
Transferring a call to a different agent (Cold Transfer)
Performing a cold transfer to another agent in the system is extremely simple. First, you have to make sure you are connected to a call. Then click on the "Transfer Call" button on the left menu. Once you've clicked the transfer call button, a ...
Placing a Manual Call
To place a manual call from within the agent portal, first you need to go on break. Then click on the "Manual Call" button on the left menu. If you do not see this button you may have to scroll down, or your administrator may not have given you ...
Logging in and choosing a campaign
To log in, first by either running the agent application (blue icon) from your desktop or from within your start menu. It is important to note that you should already have your headset plugged into your PC before you run the Agent application. From ...
Using the Agent Phone Pad
On the agent side, the phone pad should be used to: Make IVR selections (When calling into an IVR) Entering extension numbers for outbound or manual call To place a customer on hold To expand the phone pad: Simply click the arrow shown, then click on ...