This document provides an outline and instructions for a training session. It includes sections on introductions, expectations, schedules, tests, bathroom locations, dress code, badges, contact information for primary and secondary contacts, break policies, sick call policies, payday/timecard policies, probationary periods, citizenship training materials, call center metrics, call control techniques, sales techniques, the call roadmap, phone scripts, citizenship verification questions, payment card security standards, tools, logging on procedures, the phone system, kudos/complaint calls, a look at the company's previous website, and congratulations for completing training.

1. Welcome!

2. Training Outline
 Introductions
 Expectations
 Schedule adherence
 Test, Grades
 Bathroom location
 Dress Code
 Badges
($5.00 replacement fee.)

3. Contact Information
 Primary:
Jose Roda: Cell Phone (480) xxx-xxxx
Office (602) xxx-xxxx Ext. 105
 Secondary:
Dxx Axxxxxx: Cell Phone (480) xxx-xxxx
Office (602) xxx-xxxx Ext. 111
You MUST verbally communicate with one of us!
No texts. No e-mails. No Smoke Signals/Morse code!

4. Breaks
 You have a total of 30 minutes of break (15 minutes
every 4 hour shift.) Aside from your 1 hour lunch.
 Your 15 minute break can be allotted any way you want
except in the following situations:
 first and last ½ hour of your shift
 You are the only agent.
 ½ hour before or after your lunch

5. Sick Calls:
 After your 60 day probationary period you may call in
sick.
 When calling in sick you MUST verbally speak to Jose
Roda (me). Secondary Contact is Dan Archibald.
 No E-mails, Text, or Voicemail.
 Crucial to maintain proper staffing levels.

6. Payday/Timecards
 Payday is the 15th and the end of each month.
 Times are calculated based on your log-in log-out
report.
 In other words, your log in log-out report is your time
card.
 Direct deposit requires a voided check.
 Any discrepancies please e-mail Jose at
jroda@oracc.net by end of payday.

7. Probationary Period
 60 day probationary period
 No lates or absences
 Metrics/Improvement met
 General work habits met

8. Ciudadania Desde Su Casa!
 Historia
 Que hay en el paquete
 Instalacion del producto
 Trivia!

9. Ciudadania Desde Su Casa
Instructions:
You’ve just received your citizenship kit and
can’t wait to install it in your computer!
Go thru the steps of:
Installing it
Opening it
Using it
Try to imagine any questions a customer might have.
How would you answer them?

10. Ciudadania Desde Su Casa
Instructions:
Go thru the entire syllabus. Become
acquainted with the interphase. How fast are pages
loading up? Is the issue system related or, software
related?
How would you position your answer to our customers?
Discuss:

11. Call Center Metrics
 Average Handle Time (AHT) 10.00 goal
 After Call Work (ACW) none
 These are liable to change
depending on incoming
metrics.

12. Call Control

13. Call Control
Why is Call Control
Important?

14. Call Control
 Phonetic Alphabet: If you cannot understand the
person you are speaking with, ask them to spell out the
word using a word attached to it.
 For example:
P- como puerta
E- como estufa
R- como rana
E- como estufa
Z- como zorro

15. Call Control
 Open ended questions: A question which
necessitates an in-depth, wordy response.
Examples are: Tell me about your day.
What is the reason for your visit.

16. Call Control
 Closed-ended questions: A closed-ended question
is a form of question which can normally be answered
using a simple "yes" or "no", a specific simple piece of
information, or a selection from multiple choices.
Examples are: Do you know your age?
What is your age?

17. I. E. A. T. T.
Proper Hold Technique:
I- Inform
E- Estimate
A- Ask
T- Thank
T- Thank Again

18. Call Control
 Role Play Activity:
Take turns being the Customer and
the agent, use open-ended questions to create empathy
and trust, then use closed ended questions to close the
sale and keep your AHT (average handle time) under
control.

19. Call Control

20. SALES
 A sale is the act of selling a product or service in
return for money.
 Closing the sale.
 Upselling.
 Role playing.

21. SALES
Perception is the most important aspect of a
sales transaction.
WHY?

22. Call Roadmap

23. Call Roadmap: 1-xxx-xxxx
Greeting
|
Internet Available
| |
yes no
| |
n400 kit n400 kit
Web service Mail out service
$129 $129 $300 $199
Bundle $230 Bundle $500

24. Call Roadmap: 602-xxx-xxxx
Greeting
|
Internet Available
| | AZ
yes no Only
| | |
n400 kit n400 kit in
Web service Mail out service store
$129 $129 $300 $199 or appt.
Bundle $230 Bundle $500 Bundle price

25. Phone Scripts
Phone scripts are “guides”
Not to be read “word for word”
Adapt the script to your
personality!

26. Phone Scripts
Highlights:
Arizona residents have the additional option
to come in and actually speak to a service representative.
Use this sales tool for customers who are not internet
savvy, or simply don’t have internet readily available.

27. Products and Services
Ciudadania Desde su Casa $129.00
Citizenship Application Preparation $129.00

28. You Are NOT An Attorney
 It is very important to remember not to give out what
could be considered “Legal Council”. Use the following
verbiage when asked for legal advice.

29. You Are NOT An Attorney
English:
“As I am not an attorney, I am not qualified to give you
legal advice, I recommend you seek the services of an
attorney for legal council on those specific issues.”
Spanish:
“Como no soy abogado, no tengo licencia para dar
consejo legal. Le puedo sugerir que contrate a un
abogado para que le conseje sobre esa situacion en
especifico.”

30. You Are NOT An Attorney
Classroom Activity:
On the white-board write down as many questions that
can be considered legal advice:

31. Citizenship Verification
When customers are interested in the citizen application
preparation. An agent needs to verify through a series of
questions, whether or not they qualify. The person needs
to pass ALL of the questions.
The following verbiage is used when a person does not
meet the criteria:
“It appears that based on your answers you do not qualify
for citizenship at this time. I would recommend seeking
legal council from an attorney of your choice.”

32. Citizenship Verification Q/A
Questions require a YES or NO answer.
Be sure to emphasize “EVER” when inquiring about
convictions.
Classroom Activity: Review Questionaire.
Discuss

33. The Payment Card Industry Data
Security Standard
 What is PCI? The Payment Card Industry Data
Security Standard (PCI DSS) is a set of requirements
designed to ensure that ALL companies that process,
store or transmit credit card information maintain a
secure environment.
 Why it is important.

34. Tools of the Trade!
 Your Desk.
 New Headsets and amps.
 A clean environment is a healthy environment!
 Desk Etiquette.
 Chit-chat and gossip. What is the difference?

35. Interphase Operations

36. SharePoint

37. SharePoint
Exercise:
Find and Open the Sharepoint Call Center page.
Read the Welcome statement.
Now open the Knowledge Base. Find an article,
tell the class something specific about the
article.

38. SharePoint
 Knowledge Base:
The knowledge base allows an agent access to ALL
documentation needed to address client needs.
Digital copies of all laminated paper documents on
desk are available on line.

39. Logging on
 Phone: Press the LOGIN Button.
Input your 4 digit code.
Start taking calls!

40. The Toolbar.
 Function Toolbar:
 Provides functions that allow the user to send text messages and customize the
In ACD MIS Agent Client application. Clicking on the Down Arrow ( V ) image
accesses the function toolbar.
 Agent Status:
 Displays the current state of the agent using a color-coded text box.
 Real-Time Ticker
 Scrolls real-time call center statistics and text messages to provide visibility into
the performance of the call center.

41. Agent Specific Aux Codes
 The four Aux codes utilized by agents are:
 Logged In.
 Beginning of shift.
 Break.
 15 minute or Lunch.
 Mute.
 Sneezing, coughing etc.
 Logged Out.
 End of shift.

42. Aux Jumping
 Aux jumping: The practice of jumping between aux
codes to prevent taking any calls.
= Plan B: Joining the Ranks of the Unemployed!

43. The Phone
 Dialing 911.
 Dial 9-1-1 and wait for the operator.

44. The Phone
 Calls will be incoming automatically.
 When you hear the “beep” begin your conversation.
 Queue will be automatically reconnected to your
extension.

45. The Phone
 To answer: Press the Yellow
 To Disconnect: Press the Yellow
Always Disconnect! (Hang Up)
headset
headset
once.
again.

46. The Phone
Always remember……..
Hang up the line!

47. KUDOS Calls!
 A “Kudos” call is one in which a customer is so
delighted with your customer service, they ask to
speak to a supervisor to sing your praises!!!!
When this happens:
Raise your Hand
Tell me, “Kudos Call!”
I will take the call.
You receive a yummy prize!

48. Complaint Calls:
Handled exactly like a Kudos call
These should be few and far between, and NOT about you.

49. A Look at the Past!

50. Helpfromsam.com
Simple
Affordable
More Efficient

51. Helpfromsam.com
Website Navigation:
Find the menu of available forms.
What are our shipping options?
How can I get to the technical support page?

52. HelpFromSam.com
Website Navigation Drills:
Walk a “customer” to the designated website page, using
only verbal commands (in English and Spanish.)
The “customer” will do exactly as he is told.
Did the “customer” arrive at the correct page?
Discuss.

53. HelpFromSam.com
 Our website was designed to provide an easy, self
guided virtual store.
 Customers can tailor their shopping to suit their
individual needs.
 The portion of the website you will be using is the
payment and shipping page.

54. HelpFromSam.com
When a customer uses the website prompts will advise
the customer where to go and if a customer has made a
mistake.

55. HelpFromSam.com
Full Service On-line Simulation.
Alternate between “AGENT” and “CUSTOMER”
Using The profiles provided, walk thru and create as
many “orders” as possible.
Keep track of your time, use all of your available
resources.
The calls should be a mix of easy to challenging!

56. Congratulations!
 You have finished official training in SAM!

57. Your Greatest Asset Is…….
The Agent Next to You.

58. A Quote:
 Disciplining yourself to do what is right and
important, although difficult, is the highroad to pride,
self esteem, and personal satisfaction.