Agent Training Guide
As you are reading this document, I assume that you have been assigned the very important role of one of the Agents working with Hero Outbound in your company. This task is extremely central to the success of your team and for that reason, we have used a lot of extra efforts to optimise your working environment. This document aims to get you started with your tasks as smoothly as possible. If you find a term in this document that is unclear to you, please have a look in the Glossary at the end.
For the screenshots in this document I have used Google Chrome. The actual site may look slightly different in your browser as there are differences between various browsers and versions. Furthermore you may not have permission to see all things that are visible in the screenshots.
If you are missing some item that is explained here, please go see your administrator who can assign permissions for you.
If you would like to print or download this training guide, scroll to the bottom of the page where there is a PDF-file attached.
1 Getting started
1.1 – Finding your way
For this part, I recommend that you open a web browser and go to the link where you will be working with Hero Outbound. This link is “heroXX.herobase.com” where “XX” is a number that addresses the specific site assigned to your company. On the logon screen, enter your username (E-mail address) and your password and click “Log in”. If you have forgotten you password you can:
- Go and ask you administrator to create a new password for your user
- Click the link “Forgot your password?” and follow the steps described on the following pages
After you have logged on, in the menu on the left side of your screen, click “Contact”.
Pic. 1.1: Click the item “Contact”
1.2 – Campaign Selection Page
You have now entered the page where you select what Campaign to start working on. Depending on what campaigns you have been granted access to by your administrator, this page may hold any number of campaigns.
You’ll see that the page holds a couple of different areas. Let’s look at them from bottom to top:
1.3 – Selecting the campaign
The lower section of this page is the area where you select which campaign(s) you want to start working on. This section is divided into “Available Campaigns” and “Selected Campaigns”. When you click a Campaign among the available, it will jump to the selected campaigns. If you accidently clicked the wrong campaign you can simply click it again and it will jump back among the available.
Pic 1.3: Available and Selected Campaigns
1.4 – Type of calls to place
In this sections there are also some other selections to make. You have the option to call Private redials, Common redials, Automatic redials or unprocessed selectively or in combination. Most often your team leader will let you know what type of calls to focus on right now. If you don’t make any selection, the “Total leads ready to call” will be selected for you. This means that all types of leads are called in an order of priority, governed by the system settings and algorithms.
Pic 1.4: Filter leads to call by their status
1.5 – Settings, Filters and Agent Line
The top section holds some Settings, Filtering and your “Agent line”. Let’s have a look at the details.
Pic 1.5: Settings, Filters and Agent phone
1.6 – Lead Filter
Lead filter is a nifty little thing that will filter the leads you are connected to based on the entry in this box. If you, for example, type “London” in this box, you will only get leads that have the exact word “London” anywhere in their lead data. You would then speak to people from London until there are no more Londoners in the lead pool and - Yes, this also means that you would get to speak to Jack London if he was in a lead pool in your campaign (and was able to get to his phone)
When a filter has been entered, you can choose to apply it only to the selected campaign simply by checking the box “Apply to selected campaigns”. You also need to click the button “Apply filters” before it takes effect.
Pic 1.6: Lead Filter
1.7 – Private redials across campaigns
If you check the box by “Call leads with Hero status ”Private redial” across campaigns”, you will get leads on the phone where you have scheduled a private redial, even if you are working on a different campaign. This option is particularly handy if calling back exactly at the agreed time is crucial on that campaign. Since you are fairly new to this part, just leave this box unchecked for now.
Please note that this setting may be limited to the campaigns to which you currently have access. There is a setting named "Restrict private redials to accessible campaigns" that your administrator can change under Administration/Settings
Pic 1.7: Private redials across campaigns
1.8 – Hero Phone
Hero phone is in essence an agent phone line built into the system. If you check this box, all you need is a headset connected to the computer and you’ll get connected to the leads in that headset. When connecting for the first time, you may need to allow the browser to use the microphone and speakers. If this is the case, the browser will send a pop-up message asking you to allow this. Not all browsers support the technology that handles telephony in this way. The system will show a message that tells you if your browser is not supported. In that case, you need to change to a different browser (like Chrome or FireFox for example).
Pic 1.8: Hero Phone
1.9 – Land line
If you are unable to use the Hero Phone, you can enter the number to your land line in the field below. When connecting, the phone system will call you on this number. Once you have answered that call, you are connected to a Hero Outbound Agent Line. Don’t be alarmed if there is no sound when you have just connected. The agent line is silent until a lead has picked up the call and is connected to you. If you are using a system phone connected to a PBX, you may need to type your “Extension” in the field “Extensions”.
Pic 1.9.1: Enter your land line number as agent line
Once these selections are completed, you are ready to start calling!
Click the button “Contact page” and you’re off to make your first call.
Pic 1.9.2: Clicking this button will bring you to the Contact page
2. On the contact page
The Contact page is where the main action takes place! This is the place where you’ll see all data about the leads you’re talking to, book appointments for travelling sales people, set redials and, in the end, close a lot of good deals with the leads.
2.1 – Layout of the Contact Page
Start by activating the Standard layout of the contact page. This way, your view will look more like the screenshots in this training manual.
Pic 2.1: Layouts of the Contact page
2.2 – Lead Data area
Now you’ll see that the left side deals with the details on the lead. In some campaigns, you’ll be asked to fill in the missing pieces in this section. Here is also where you find the Purpose of the campaign, the Insights on your own history during this logon and you can also get an overview of your own redials across the campaigns you have access to. Since you have no lead on the line at the moment, this area is blank for now.
Pic 2.2: The Lead Master Data area
2.3 – Results
In the center of the page you have the result area. In Hero Outbound, the “Result” constitutes the various outcomes that you will set on the leads you talk to. This area will look very different depending on what type of campaign your administrators have built. However, the main outcome is always configured as a Dropdown menu where you can choose from a number of possible outcomes.
Pic 2.3: The Result area
2.4 – Dial panel
The Dial Panel is the area where you, among other things, control the calls. You will for example: start the calls, end them, record selected parts of the conversation and let the system know that you just got hold of an answering machine. Right now the field just have a big green button saying “Dial”. Don’t click this button just yet. There are a couple of things you need to know before you get going.
Pic 2.4: The Dial panel
2.5 - Manuscripts
If the campaign has a “Manuscript” attached to it, you find this by clicking the bar at the bottom of the page.
Pic 2.5: Manuscript bar
Next step is to start calling but before you do that, you should read the following chapter so that you are fully prepared when those deals are pouring in :-)
3.1 – Contact page with a lead on the phone (in detail)
In the screenshot below ( Pic 3.1) you see a Contact screen where there is a lead on the line. I’ve added numbers to the buttons so the image looks a bit messy in the screenshot. Don’t worry! It will be much clearer when you get a lead on the line. In the screenshot you can see all the tools available to you. The 10 points below is what you need to know in some detail:
Pic 3.1: Working on the Contact page with a lead on the phone
- The main result is a “Picklist” where the administrators have entered all the possible outcomes of the lead (like “Yes, please”, “Maybe later” and suchlike). Select an option from the picklist and the selected option will be the main outcome on this lead.
- Hang up the lead call by clicking this button. Your agent line will still be connected after pressing this button.
- If you get hold of an answering machine, this is the button to click. “Not interested” is a quick way to close a lead that has no interest in your offer. Both buttons will bring the next lead on the screen.
- Save & next does exactly what it says. It saves the current lead and brings the next one to the screen
- E-mail and SMS are 2 ways you can send information to your lead. For this purpose, your administrator has prepared templates that contain the standard e-mails and SMS for this particular campaign. You can always add text to these items before sending. Also - Make sure that there is an e-mail address in the lead data (otherwise you need to ask the lead for his/her e-mail address).
- If you reach an interactive voice response (IVR) where a voice prompts you to press 1 for something and 2 for something else, you need to open the dial pad to press those buttons. If your agent line is a physical phone, you can use the buttons on the phone as well.
- In some campaigns, you will be asked to record the “agreement part” of the call in a separate audio file. Your recording of such a clip starts when you click “Rec”. As soon as the Rec-button is clicked, it will change to “Stop” which obviously is the button to click when you want to stop the recording.
- When you are on your last call before a break or going home, click this button and the system won’t send a new lead to your screen when the ongoing call is finished. Your agent line will also disconnect when the ongoing call is finished.
- There are 3 different kinds of redials.
- Common redials will be dialed and put though to any agent with access to this campaign as soon as one is vacant.
- Private redials are tied you personally. If you are not at work when the redial time occurs, there is a setting in the system that releases the lead to the rest of the agents when it is overdue by a configurable period of time.
- VIP-redials are very special and should be used with great caution. These redials will for example, press though even if you are not logged on to the campaign they come from.
- If the lead tells you that you should call a different number, you can enter that number here. Clicking the green phone will terminate the call you are on and call the entered number.
You can also transfer the call to someone else with the field labelled “Transfer call to”.
Ok! You are ready to get going. I suggest that you keep this guide close at hand if you need to remind yourself about some area. It may also make sense to print out the QuickGuide (available on this site) and keep by your computer.
Now - Connect your agent phone and go do some good :-)
|Agent||Person working in direct telephone contact with the leads, making successes|
|Agent phone line||This telephony line is used to connect the agent to the Hero Telephony server.|
|Automatic redials||If you have tried to call a lead but there was no answer (or the phone was busy), a new attempt will be made after a period of time that is set in the Campaign settings.|
|Campaign||A collective term including lead data settings, result data, dialing options, reports and other settings that are applied to one particular offer to the uploaded leads.|
|Common redials||A lead that has been set to a time when it should be called again. When it is “Common”, the lead can get connected to any online agent|
|Dialer||Technically this is a telephony server centrally placed in the HeroBase IT architecture. From a Campaign perspective, it is the “gadget” that places calls to Leads and connect them to the Agents.|
|Lead||A person or a company the has been qualified for receiving a call with whatever the Campaign is offering|
|Lead Pool||A list of leads that has been uploaded to the Hero Outbound system. A lead pool always belongs to a Campaign. A lead pool can also be generated by a “Trigger” or through the API|
|Master Lead Data||A collective term for all data that belongs to the lead (Name, address, phone number and so on). Master lead data is either uploaded to a lead pool or entered by the agent during a call.|
|Password||This is a code that you should keep secret. Combined with your Username it will grant you access to the Hero Outbound system.|
|Picklist||A menu item most often used in the results area of the contact page. In essence, this is a dropdown menu populated with the various outcomes you can select for a lead. This item is configured by the administrator of the system.|
|Private redials||A lead that has been set to a time when it should be called again. When it is “Private” it will be connected to the agent who set the redial time|
|Unprocessed lead||A lead that has not yet had a call attempt|
|Username||This the name you have been given to use when logging into the system. Normally this is the same as your e-mail address but it can be something completely different.|
|VIP Redials||A very special state that you can assign to a lead redial. This means that the lead will always be connected to the user who set the VIP - regardless if that agent is working on a different campaign or indeed the original campaign has been deactivated. Use this type of redial cautiously!|