Terminology
What does Pivot mean?
We pivot between campaigns depending on business need, merchant availability, and to refocus our day.
What process should you follow to contact the team if you are unsure of something?
Put it in chat
If no response, try pinging someone individually
If no response, ping Amanda
What phone system do we use?
Avaya
How many attempts do we typically make on campaigns?
1-3 but recently has only been 1
How much off phone time is allowed before you need to reach out to leadership?
30 Minutes
What is a Campaign?
A Campaign Consists of existing accounts identified, typically within a particular program(s), to deliver a targeted message to the credit/financing contact.
What is your daily and weekly dial goal?
Daily: 75-85
Weekly: 375
What VPN do you need to sign into weekly?
Z-Scaler
What types of Campaigns do we run?
We call on many different types of campaigns. Some we have run in the past include:
Rebates/Promotions
Promotional Calendars
Application Incentives
Pricing Updates
Point of Purchase (POP) Materials
Compliance/Process Updates
Fact Finding (Customer Hesitations)
What should I do if I am unable to login on the computer?
What is the information center?
The information center has lots of information, important links and phone numbers housed in 1 excel spreadsheet.
What do you need to make sure you do during Pre-Call Prep?
Review emails and messages
Review the account you will be calling on
Review notes on the account
Review talking points and creative info
What is the main system you will need to use each day to access accounts?
Salesforce
What is our talk time goal?
Our goal is 15 hours per week or 3 hours per day
What should you include in the notes from your call?
Who you spoke with/Title
Phone # Dialed
Call Results (contact/no contact)
Will you use this Promo?
Email sent
Confirmed contact and email address
Feedback
What does it mean to disposition the call?
Dispositioning the call is when you have called on a campaign, delivered the message by phone, or if the merchant is unavailable, by email, and are ready to mark that account complete.
How often do you meet with leadserhip?
We have connects both weekly and monthly
What application houses all of our training materials for messaging?
OneNote. We have a new hire OneNote and a team OneNote
Who do we typically ask for when we make a dial?
Manager on duty, Finance manager
How often should you be checking your communication channels?
At least 3 times per day
Morning
Afternoon
Evening
What are some of the dispositions that we use in Messaging?
Complete
Max Attempt/No Contact
Bad Phone/Unreachable
Closed Account/Old MID
Not Active
Duplicate
Client Dev
Contact Corporate
How many calls should you be making per hour on average?
10 Calls per hour is average to meet your goal of 75-85 by the end of the day
What is the phone system that tracks calls in Salesforce?
CTI in InGenius within Salesforce
What is considered Post-Call Administrative work?
Notating the account, follow up email, any after call work on the account
Why is it important that I take detailed notes?
Note taking helps us capture the conversation we have with our partner. Taking good notes is important for us to be able to recall information for understanding or communicating with others.