Agnes Victorio

Campaign Version 1 Company Name Module 1: Debit Card Payment Lesson 2: ClearTran Unsecured Materials: whiteboard, markers, PC; LCD monitor; ClearTran Login ID’s & passwords Length of Module: 82 minutes This information is proprietary. It should not be distributed without permission from Sitel Executive Management Notes/Materials Introduction Duration: 2 minutes Learning Objectives Duration: 3 min Content: Duration: 45 min Instruction Outline Start the class by asking what system is used to process a debit card payment. At the end of this lesson, you will be able to:  Sign –in to ClearTran Unsecured  Change ClearTran Unsecured password  Identify the tabs within the ClearTran Unsecured system  Sign –out from ClearTran Unsecured “There are two types of ClearTran. We have the ClearTran Secured and ClearTran Unsecured system. For debit card payments we are going to use ClearTran Unsecured, while ClearTran Secured is used for processing security deposits. ClearTran Secured system as well as security deposits will be discussed further on another module, so our focus for today is the usage of ClearTran Unsecured. We won’t be processing a debit card payment as off yet; however for starters since ClearTran Secured will be used for us to process a debit card payment we would be teaching you on how to log-in and out of the system.” Make sure everyone can clearly see what you are to demonstrate and that it is projected on the LCD monitor Proprietary Information Ask everyone to observe how you access ClearTran Unsecured (demo for sign-in) Access ClearTran Unsecured by clicking on Start -> 1 ClearTran Unsecured Campaign Version 1 Company Name Programs -> CapOne tools -> ClearTran Unsecured You can also ask everyone to lock their computers while they observe, they will be given to do it on their own after the demo. Once you’re on the log-in window of ClearTran Unsecured Users should change the Initial password provided as it will expire! “So this is the log-in window for ClearTran Unsecured. When accessing ClearTran you would be asked by the system to type in your own username and password which we will be providing you later on. For now I want you guys to see me type in the username and password.” Log-in to ClearTran Unsecured. Type the username followed by the password “For initial access, you have to change your temporary passwords immediately. For you guys to change your password, click on the “Change Password” link located at the upper right hand corner of your window. Let me remind everyone that ClearTran Unsecured password is supposed to be alphanumeric with a total of 8 characters.” “Now that we’ve accessed ClearTran what are the tabs that you see within the system?” ANSWERS: ADD, CHECK, CARD, FILTER “Several tabs are available in ClearTran Unsecured but remember that you will always be using the “ADD” tab when processing a debit card payment which is what we will see further on the next module.” Ask everyone to observe how you would log-out from ClearTran Unsecured (demo for sign-out) Proprietary Information 2 ClearTran Unsecured Campaign Version 1 Company Name Click on the “Sign-out” link on the upper right corner of the ClearTran Unsecured window “Are there any questions?” (Answers may vary) “Okay, if there are no questions, I will be providing you with your own login ID’s and passwords so we can check your access.” Activity: (Duration: 20 min) ACTIVITY: System Test INSTRUCTIONS: Agents will be provided with their username and password for ClearTran Unsecured and they should log-in to the system. They should be able to change their initial password right before logging out of the system OBJECTIVE: The agents should be able log-in and out of ClearTran Unsecured well as navigate through the different tabs within the system. If agents are unable to access ClearTran using the ID/password provided for two times, ask them to logoff from the Facilitator: computer. If on the - Write on the board the steps to access ClearTran third attempt it still from the Start Menu (Start -> Programs -> CapOne won’t work, send a tools -> ClearTran Unsecured) request for a password - Provide trainees with their username and password. reset - Remind the agents to change their password after initial access. - Ask the agents to navigate through the different tabs and check its similarities/differences - Remind agents to logout from ClearTran Unsecured using the “Sign-out” link. - Ask the agents to log-back to the system using their NEW password and sign-out right after. Participants: - Access ClearTran Unsecured using the provided EID and password. - Change password after initial access Proprietary Information 3 ClearTran Unsecured Campaign Version 1 Review Duration: 2 min Company Name Navigate through the different tabs Log out of Clear Tran Unsecured Use the NEW password to log back into the system and sign–out after testing the password. “ClearTran Unsecured is used to process debit card payments. Remember that the “ADD” button within the application is what we’ll use to start processing the payment. Now that you were all able to access ClearTran Unsecured using your own login id’s and passwords let me remind everyone that when changing your password it should be 8 characters & that it is alphanumeric.” Learning Verification Duration: 30 min Activity: (Duration: 15 min) ACTIVITY: Buzzer Beater INSTRUCTIONS: Agents will choose the term/word written on the board appropriate to what is being asked/defined by the facilitator. OBJECTIVE: Agents should be able to identify the terms and its definition in relation to ClearTran Unsecured system. Facilitator: - Divide the class into two groups. Group A and Group B. - Ask each group to choose an animal. Once done, ask each group to create the sound of their chosen animal as that will be their buzzer. - Write on the board the words listed on the box below ClearTran Security Deposit CapOne tools Unsecured Debit Card ADD Tab Clear Tran Password Secured - Proprietary Information The groups would choose amongst the words written on the board as to what is appropriate to the question asked or definition read. Ask the group to make their animals sound before 4 ClearTran Unsecured Campaign Version 1 - - Company Name answering. The team who would first make their sound will be chosen to answer. In case both teams simultaneously create their animals sound, the loudest will be chosen to answer. If a team answered without making their sound and their answer is correct, the point will be given to the other group. If a team answered without making their sound and they gave an incorrect answer, the other group can answer. If the answer provided is still incorrect, the previous team is no longer allowed to answer since they did not follow the instructions. If the chosen team gave a wrong answer, the second group can answer the question. Give 1 point to the team who got the answer correctly. The team with the most number of points wins. Participants: - The group should decide what animal would represent their team. - Create the sound of your chosen animal - Use the sound as your buzzer before answering. - Listen carefully to the questions/definitions asked/read and match it to the words written on the board. - If already sure with the answer, make your animals sound and wait to be called before answering Activity: (Duration: 15 min) ACTIVITY: System Check INSTRUCTIONS: A volunteer would come-up front to demonstrate how to access, navigate, log-out from ClearTran Unsecured OBJECTIVE: Agents should be able log-in and out of ClearTran Unsecured and navigate through the different tabs Facilitator: - Switch on the LCD monitor for everyone to see how the volunteers would demonstrate what was asked from them - Look for 4 volunteers. Proprietary Information 5 ClearTran Unsecured Campaign Version 1 - Company Name Volunteer 1 would demonstrate how to access ClearTran Unsecured starting from the Start Menu Volunteer 2 would demonstrate how to log-in to ClearTran Unsecured Volunteer 3 would navigate through the different tabs, highlighting the tab to be used for Debit card Payment. Volunteer 4 would show how to log-out from ClearTran Unsecured Participants: - Volunteer 1 should access the ClearTran Unsecured link starting from the Start Menu - Volunteer 2 should log-in to ClearTran Unsecured - Volunteer 3 should navigate from one tab to another and tell the class what tab is used to process a debit card payment. - Volunteer 4 would log-out from ClearTran Unsecured. ”Okay, so now that we already know how to access ClearTran Unsecured, we are now ready for our next module.” Proprietary Information 6 ClearTran Unsecured