Arnie Francisco

VanillaSoft Training You can access Vanilla Soft by typing the webiste, www.vanillasoft.net Log In Instructions Type the Username and Password assigned and click “Login” You will use the Work Email Address you provided Technical Assessment email you sent to us. Changing Password Your temporary login Details: Username: Your Work Email- Password: Your Work Email- Once you were able to login, then it will prompt you to change your passwod. Log In Window Choosing the Campaign Inorder for us to make Outbound Call, choose the Campaign assigned by your Team Leader. Clicking the dropdown Menu in the upper left will show you the list of campaings. There are 2 types of campaign. LG and CV/SIU. As an LG Rep, we are assigned to work in all campaigns starting with LG. CV Reps handle SIU Camps. Everyday you will receive a Work Schedule to your email address showing you the campaign you will work on and your start time of if training is needed. Default Team - is where all the records are located, always select default team when you switch to any campaign. Warm Leads – there are also some records found in Warm Leads Queue where you can also dial in. The records found here are pre-qualified records which means, it has already been called on and has confirmed that the Person on file is the Right Party Contact (RPC) but was not able to reach. There are very few records in this queue, so after few minutes you need to move back to Default Team. Layout of Contact Page Once logged in, this will show up on your screen Parts of the Contact Page 1. Contact’s Personal Information - located on the left hand side of the screen (First Column) Consist of the Following: 2. Other Information (Second Column) 3. VS Script ( Third Column) This is the Call Script used on every call. 4. Comments (Fourth Column) 5. Quick Result Call – located on the top right side of the page This is for the outcome of the call. Here are the following Result Call Codes. For you to easily dispose/tag a record and move to the next call. Once you tag a record by using any of this below, the system will generate a new record for you and it will automatically dial the phone number. Clicking “Results…” will bring you to a page where you can see the whole list of dispositions to use. Towards the end of this file, I will define each dispositions and when to use it. After choosing the correct code, click the button “Result Call & Save” 6. Call History/Corporate Call History/Corporate Contacts – located at the bottom of the page layout Call History - This will show the, Call Date and Time, Duration of the call, Result (outcome of the call) and the agent who called the contact. It will show you many times we have dialed a particular record. Corporate Contacts – shows you how many contacts for we have for BOFL Company. This will help you with GKs when the person you are initially looking for is not available or listed, then you can look ask for a different person by looking at Corp Contacts or asking the GK for referral. It is important to always check Corporate Contacts to see if we already have a lead for this company, we have a policy of 1 Lead per Org/Company. Second Lead may be rejected due to Duplicate. Corporate Call History – All dispositions from all contacts we have in a given company. Result Call Codes and Description Result Codes Result Description Lead LEAD/PIDA Lead Qualify further. Found the right party contact and explain value proposition, asked lead questions and/or established callback. Survey Survey Talked to the RPC and answered all survey questions. APPT APPT Seniors are the ones who can only use this disposition. No Contact NC Have only reached the Gatekeeper and not RPC. Have spoken to a live person and nothing happens on the call. VoiceMail VM Failed to speak to a live person and only automated message. If directed to VM w/o speaking to anyone. No Interest NO Contact is not Interested on receiving the email or answer any questions. Do not use this disposition if the GK expresses no interest to your call - use NC Do not Call DNC If the Contact/GK requests to be placed to our DNC list or says take me off of your list. When GK requests for DNC - report the company name to your Supervisor so we can close all records from that company. Out of Geo GEO Contact is not located within US or within the State. Important: check the callplan first and look for Geography under Target Market, so we know what country or state or city are allowed to get leads from. Not Right Target for Campaign XRPC Title is not applicable for the Campaign or found that the Contact is not incharge/ from a different department or would say send it to me and I will forward it to someone else. Identifying he is not incharge may come from the person himself, from a GK or from anyone within the company. Ask for referral Not a Fit XFIT If the company is found to be using the same exact solution we are offering, or if it did not answer the qualifying question/s No longer with the Company NLWC Contact is no longer with the Company. Ask for referral/replacement as a work around Wrong#\Disconnected W# Call was Disconnected or Wrong Number Busy Signal BZ Busy Tone Company Lead CL If there's already lead from that company. One lead per Org. Adding New Contact To add a contact, click the “ADD CONTACT” button Procedures a. Click the Add Contact Button on the top right side of the page. b. Add the details Note: when adding a New Contact, make sure you have the correct information. The following details are needed 1. Name 2. Title 3. Email 4. Address – Address 1, City, State and Zip Code 5. Phone Numbers – Company Main Phone and Direct Line c. After editting the contact information, click the “SAVE” button. To Copy the details of the previous contact Click the button beside the Company; this would automatically add the Company Name, Address 1, City, State and Zip Code. After editting the contact information, click the “SAVE” button. Edit Contacts Agent can edit contact by clicking the Edit Contact button on the page. Agent can edit the following information Name Title Email Company Address Phone Number, Main Number or Direct Line After editting the contact information, click the “SAVE” button. Searching for Contacts To search for contact, click the SEARCH CONTACTS button. You can search contact thru the Contact ID, First Name and Last Name or Email. My CRM My CRM” provides “Customer Relationship Management” functionality. It displays a secondary menu that includes: a. My Contacts - Not used in the meantime b. My Reports – displays the log in hours of the agent c. My Stats – displays today’s or yesterday’s calling statistics. My Reports To run a template report, click the name or the plus sign (+) Call Activity Report After clicking the plus sign (+) the Call Activity Report will be display. As shown on the picture, it displays the Call Date, the Result Codes, Hours ( Talk Time) Login Hours, Conversation and Hours per Lead My Stats My Stats” displays today’s or yesterday’s calling statistics. On the My Stats, you can track the calls made for the day or yester days calls. On the My Stats, you can track the calls made for the day or yester days calls. Log Off To exit Vanilla Soft, do not simply exit your browser. Use “Logoff” (found in the upper right of the screen) Note: Do no forget to Log off when taking a break or if the agent is already done from the shift.