editor: sri sivadate: 12/20/2006change:

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Editor: Sri Siva Date: 12/20/2006 Change:

Template Info

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Module Objectives

By the end of this module, you should be able to:

• Demonstrate efficient and effective use of the Service Center telephone system.• Identify how the call queue and SYMON board can help manage and monitor service levels.• Describe how to check call queue information using the telephone.

1

Module ObjectivesIntro to the Phone System

Tool Overview Diagram

Tool Overview Diagram

2

3

5

Intro to the Phone System

Roll your mouse over the parts of this diagram to learn more.

8

9

10

11

6

12

13

The Service Center Tool Diagram is an interactive chart that will show the workflow of systems tools and

where you currently are in the Hewitt learning course map.

47

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Lesson Overviews

How To Use The Phone System

Telephone Overview

Tracking and Managing Calls

In this lesson you will learn what the Service Center telephone system is, differentiate between the two phone lines. identify the functions you can perform, and describe the benefits of the phone system.

In this lesson you will learn how to log on or off the phone, forward the DID line to voicemail, use hold, transfer a call, and conference third party.

In this lesson you will learn how to identify the call queue and use the SYMON board to help manage and monitor service levels.

a

b

Roll your mouse over each of the lesson titles to view a description of what you will learn.

Lesson Overviews

c


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Lesson ObjectivesLesson 1

Lesson Objectives

1

In this lesson, you will learn about the two different telephone lines and also the functions of the various buttons on the telephone panel. By the end of this lesson, you should be able to:

• Describe the Service Center telephone system.

• Differentiate between the two phone lines and how you receive client calls.

• Identify the functions of the buttons on the telephone system.

• Use the two different telephone statuses.

• Explain when to use the phone system.

• Identify the functions you can perform using the phone system.

• Describe the benefits of using the phone system.


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Lesson 1Page 1

The Telephone System at Hewitt


The benefits of using the phone system are:

• Calls are distributed evenly.

• The tracking ability allows Hewitt to set Service Levels for clients.

The phone system can be used to perform the following functions:

• Answer customer questions.

• Obtain the data necessary to create transactions.

• Follow-up on an issue.

• Tracking call activity.

• Monitoring phone queues.

• Distributing Service Center calls.

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Lesson 1Page 2a


Click each tab to learn more.


a

There are two separate phone lines associated with each phone in the Service Center.

Personal Line Client Line

This is a Direct Inward Dial (DID) line with a five-digit extension. In some locations, the number of digits may vary.

• Family members and other non-client contacts should use this line.

• This line should not be used when you are scheduled to be on the phone. Personal calls should only be made during lunch or on a break.

• You should place the DID line into voice mail while you are scheduled for phone time on the Client line. If you do not, call statistics from the Service Center will be distorted.

ba

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Lesson 1Page 2b




b

There are two separate phone lines associated with each phone in the Service Center.

Personal Line Client Line

Employee and client call lines have a six-digit extension. In some locations, the number of digits may vary.

• Use this line for both inbound and outbound calls with customers.

• Transfer calls only to another Customer Service Associate’s Client line, not his or her personal line.

ba

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Lesson 1Page 3a




For inbound calls, the Interactive Voice Response (IVR) system automatically notifies the caller that their call is being recorded for quality and training purposes.

a

The phone system records both inbound and outbound calls made on the DID and Client lines.The Woodlands system records only Client line calls. Check with your client team trainer to find out if both lines on your phone will be recorded.

a b

Inbound Calls Outbound Calls

Animation of a phone ringing and a person sitting in front of the computer answers the phone and when the person answers the phone, show the computer screen changing. For example, show a pop up within the computer screen window.

a

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Lesson 1Page 3b




When making outbound calls, you must tell the customer that the call is being recorded.

b

The phone system records both inbound and outbound calls made on the DID and Client lines.The Woodlands system records only Client line calls. Check with your client team trainer to find out if both lines on your phone will be recorded.

a b

Inbound Calls Outbound Calls

Animation of a person picking up the phone and making a call. Show the person pressing something on the keypad of the telephone. The person is sitting in front of a computer.

b

Applying your Knowledge - 1 of 1

Which of the following statements correctly describes the client phone line? Check all that apply.

Select all that apply and click Check My Answer.

It has six digits.

It is used only for customer calls.

It is used when transferring a customer call to another CSA.

Lesson 1Page 4


It is also known as a Direct Inward Dial (DID) line .

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Lesson 1Page 5a

The buttons used to handle client and non-client communication are highlighted below. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later.

Telephone Panel Functions


a

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

b

c

a

d

e

MAILBOX

The MAILBOX button isused to access the phonemail system.

See your phone mail manualfor more information onusing phone mail.

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Lesson 1Page 5b

The buttons used to handle client and non-client communication are highlighted below.

Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later.



b

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

b

c

a

d

e

XXXXX

This is Your 5-digit DID line,that is, your personal line. Itshould be used for familymembers and other non-customer contacts.

This is the number you giveto your family to contact youduring business hours.

Personal Outbound callsmust be made on this lineto avoid distorted statistics.

In some locations, thenumber of digits mayvary.

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Lesson 1Page 5c





c

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

b

c

a

d

e

XXXXXX

This is your 6-digit ACD(customer) line. It is usedfor incoming customercalls and outgoing calls tocustomers or your client.

In some locations, thenumber of digits mayvary.

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Lesson 1Page 5d





d

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

b

c

a

d

e

FWD PHML

The FWD PHML button isused to automaticallyforward your DID (personal)line into voice mail when youare taking customer calls.

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Lesson 1Page 5e





e

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

b

c

a

d

e

CANCEL PHML

The CANCEL PHML buttonis used to stop forwardingyour DID line into voicemail.

Applying Your Knowledge - 1 of 1

Lesson 1Page 6

XXXXX

To take a client call. FWD PHML

a

b d

c

c

Functions performed


Match the button with its correct function.

Given below is the list of buttons found on the telephone panel. Also given is a list of the functionsperformed using these buttons. Identify the buttons with the functions they perform.

To take a personal call.

To automatically forward your DID (personal) line into voice mail when you are taking customer calls.

To stop forwardingyour DID (personal) line into voice mail.

Buttons

CANCEL PHML

XXXXXX

a

bd

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Lesson 1Page 7a

The phone panel used in the context of our Service Center is robust in order to support various call center functions. Although the telephone panels differ by location, all locations use the same two separate phone lines.




MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ab

c

d

MENU

The Menu button displays a preprogrammed series of available telephone functions on the LCD display.

Consult your telephone manual for further information on these preprogrammed menu functions.

a

e

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Lesson 1Page 7b





MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ab

c

d

AUTO/MAN

The AUTO/MAN Button.If this button is lit and your headset is plugged in, the handset will ring and you only need to pick up your handset to answer the call.If this button is not lit, calls come through the headset only. The call is connected immediately after a “zip tone” is heard on the headset. When you are in this mode, do not press the ACD line or you will disconnect the caller.

Normally, you want to leave this button lit unless call volume is heavy and you want to receive one call directly after another.

Auto/Man is not used in Orlando and Toronto.

b

e

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Lesson 1Page 7c





MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ab

c

d

SILMT

The SILMT, or Silent Monitor button is only used by management to monitor performance.

This button will not light if you are being monitored; it only lights on the phone of the person doing the monitoring.

Your personal line (DID) cannot be silently monitored.

c

e

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Lesson 1Page 7d





MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ab

c

d

ENTER ID

The ENTER ID button isused to enter your Log OnID when logging on to theACD phone system.

d

e

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Lesson 1Page 7e





MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ab

c

d

e

e

BADLINE

The BADLINE button isused to report a line thathas something wrong withit (e.g. crackling noise).Use this button on highvolume call days to reportthat calls for other clientteams are coming to yourline. Check with yourmanager first.

This button may not exist insome locations.

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Lesson 1Page 7f





MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ab

c

d

f

e

f

SYS SPEED & PROGRAM

The SYS SPEED buttonallows you to speed dial apreprogrammed phonenumber.

The PROGRAM buttonallows you to program phonenumbers for speed dialing.

Consult your telephonemanual for moreinformation.


Lesson 1Page 8

MENUa

b

b

c

c

Functions performed



Given below is the list of buttons found on the telephone panel. Also given is a list of the functionsPerformed using these buttons. Identify the buttons with the functions they perform.

To display a preprogrammed series of available telephone functions on the LCD display.

To enter your Log On ID when logging on to the ACD phone system.

Used by management to monitor performance.

Buttons

SILMT

ENTER ID

a

BADLINE

SYS SPEED

To report a line that has something wrong with it (e.g. crackling noise).

To speed dial a preprogrammed phone number.

d

e

d

e

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Lesson 1Page 9a

The buttons used to transfer and connect calls are highlighted below.




a

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

b

a

TRANSFER

The Transfer button is usedto transfer a call to anotherparty or conference in athird party to your call.

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Lesson 1Page 9b

The buttons used to transfer and connect calls are highlighted below.




b

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

b

a

CONNECT

The CONNECT button isused to reconnect to theoriginal party when you arenot able to transfer toanother party.


Lesson 1Page 10

TRANSFERTo transfer a call to another party or conference in a third party to your call.

CONNECT

a

b

a

b

Functions performed




To reconnect to the original party when you are not able to transfer to another party.

Buttons

To access the phone mail system.

MAILBOX c

c

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Lesson 1Page 11

The button used when you can’t address the query immediately are highlighted below.




a

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

a

HOLD

Using the HOLD button toplace a party on holdallows only three minutesbefore the call rings backat your desk.

Placing a party on HOLDdoes not allow thecustomer's personalinformation to bepreserved if you transfer acustomer to another party.


Lesson 1Page 12

HOLDAlso known as the ACD line.a c

b

Functions performed




Also known as the DID line.

To place an employee on hold.

Buttons

XXXXX

XXXXXX

b

ac

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Lesson 1Page 13a

The buttons used to inform the system about your availability are highlighted below.




a

AVAIL

The AVAIL button is used totell the system that you areavailable to take calls.

Press this button at the startof your scheduled phonetimes.

The system routes eachincoming call to theassociate who has beenavailable the longest.

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

b

c

a

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Lesson 1Page 13b





bUNAVA

The UNAVA button is usedto tell the system that youare not available to takecustomer calls.

You will not use the UNAVA button if you are onWorkforce Management.

This is the initial status whenyou log on to the system.

Unavailable status does notaffect your personal DIDline.

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

b

c

a

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Lesson 1Page 13c





cWORK

The WORK button is used toprevent calls from coming inon your ACD line.

Your phone automaticallymoves to Work status whenyou complete each call.

The amount of time yourphone remains in Workstatus varies by client.

You must press the AVAILbutton if you wish to receiveanother call before this timeexpires.

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

b

c

a


Lesson 1Page 14

AVAIL

This button is used to tell the system that you are not available to takecustomer calls.

a

b

ac

Functions performed




This button is used totell the system that you areavailable to take calls.

This button is used to prevent calls from coming in on your ACD line.

Buttons

UNAVA

WORK

c

b

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Lesson 1Page 15a

The remaining buttons on your phone system panel may or may not be used. Check with your manager to see if your team is using these buttons.



aACDSS/ACDSQ

The ACDSS/ACDSQ buttonsare used when you areanswering calls or workingwith another team.

Check with your manager tosee if your team is usingthese buttons.

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

a

a

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Lesson 1Page 15b




b

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

b

CALLBACK

The CALLBACK button isnot currently utilized.

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Lesson 1Page 15c




c

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

c

PICK

The PICK button isnot currently utilized.

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Lesson 1Page 15d




d

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

d

MUTE

The MUTE button isnot currently utilized.

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Lesson 1Page 15e




e

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

e

ACCT

The ACCT button isnot currently utilized.

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Lesson 1Page 15f




f

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

f

ACDPS/ACDPQ

The ACDPS/ACDPQ buttons, which work together to inform you of your teams call queue.

The ACDPS button lights if anyone is in the queue and will flash if three or more are waiting in the queue.

Check with your manager tosee if your team is usingthese buttons.

f

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Lesson 1Page 15g




g

MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

g

SPEAKER

The SPEAKER button ispressed to engage thespeaker phone.

You should be sensitive todisturbing others in yourimmediate area if you usethis.

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Lesson 1Page 16

Do you recall the two phone-panel options Available and Work? You will use both of these while taking employee and manager calls.

1 2 3


When you disconnect a call,your client line automaticallyforwards to the Work status.

It remains in Workstatus for a prescribedperiod of time, usuallybetween 10 to 30seconds.

After that, it automatically forwards to available.

If you are ready for a call sooner, press AVAIL button to change your status.

Small animation of a person hanging up a phone.Please include a picture of the computer as well. Animation keeps looping slowly

Small animation of a telephone as shown in picture A. Then zoom in to show picture B, with the WORK button/light blinking.Animation keeps looping slowly.

Small animation of a telephone as shown in picture A. Then zoom in to show picture B, with the AVAIL button/ light blinking. Animation keeps looping slowly.

12 3

Click on each picture to learn more.

Phone Status

A

BAVAIL

UNAVA

WORK

zoom

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Lesson SummaryLesson 1

Lesson Summary – Telephone Overview

1


In this lesson you learned about the two different phone lines and the functions of various buttons on the telephone panel. You should now be able to differentiate between the two phone lines, which are the personal line and the client line. You should also be able to identify what each button on the telephone panel represents.

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Lesson Objectives

1

In this lesson, you will learn how to use the phone system to carry out various procedures such as logging in and out of the system, transferring a call to a third party, and conferencing with a third party. By the end of this lesson, you should be able to:

• Log on or off the phone.

• Forward the DID line to voicemail.

• Put a customer on Hold.

• Transfer a call.

• Conference in a third party.


Logging On

Click each section to learn more.

Intro to the Phone System Lesson 2Page 1a

a

a

You need to log onto the phone system when you are scheduled for phone time.

Logging On

Try it

Phone System

Logging On


Intro to the Phone System Lesson 2Page 1b

b

b

Logging On

Try it MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ1

2

2

3

1

1. Press the Client line button on your telephone.

2. Press the ENTER ID button to enter your ID.

3. Enter your Client Logon ID.

4. Press the Client line button again to complete the logon process.

Using the interactive phone system on the right, click on the ENTER ID button.

Using the interactive phone system on the right, click on the button marked “xxxxxx”.

Using the interactive phone system on the right, click on the buttons highlighted. This isthe location where you willenter the Client Logon IDassigned to you.


3

1

Logging Off



a

a

You need to log off the phone system when you are scheduled for off-phone time.

Logging Off

Try it

Phone System

Logging Off



b

b

Logging Off

Try it MENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ1

2


2. Press the ENTER ID button once.


Using the interactive phone system on the right, click on the ENTER ID button once.


1

1

Using the interactive phone system on the right, click on the button marked “xxxxxx”..

Forwarding to Voicemail



a

a

When you are on scheduled phone time, forward your DID line tovoicemail.

Forwarding to voicemail

Try it

Phone System




b

b

Forwarding to voicemail

Try itMENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

1

2

2

1. Press the DID line button.

2. Press the FWD PHML button.

Using the interactive phone system on the right, click on the FWD PHML button once. Your DID extension light should flicker.

Using the interactive phone system on the right, click on the button marked “xxxxx”.

1




a

a

When you are scheduled for off-phone time, you may release yourforwarding to voicemail.

Release forwarding to voicemail

Try it

Phone System




b

b

Release forwarding to voicemail

Try itMENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

1

2

2

1. Press the DID line button.

2. Press the CANCEL PHML button.

Using the interactive phone system on the right, click on the CANCEL PHML button once.


1

3. Press the DID line button to disconnect.


1

Placing on Hold



a

a

There may be times when you need to put a caller on hold for a moment while you are researching or discussing an issue with another person.

Placing on Hold

Try it

Phone System

While on hold, the caller cannot hear anything and you cannot hear the caller. The system does not record your comments when you are on hold.

Placing on Hold



b

b

Placing on Hold

Try itMENU

TRANSFER

CONNECT

HOLD

MAILBOX

CALLBACK

PICK

BADLINE

SPEAKER

MUTE

XXXXX

XXXXXX

AUTO/MAN

SILMT

ACCT

SYS SPEED

PROGRAM

FWD PHML

CANCEL PHML

AVAIL

UNAVA

WORK

ENTER ID

ACDPS

ACDSS

ACDPQ

ACDSQ

1

1. To put a caller on hold, press the HOLD button.

Using the interactive phone system on the right, click on the HOLD button. The HOLD button should flash to indicate the call is on hold.

1

2. To release the caller on HOLD, press the client line.

Using the interactive phone system on the right, click on the button marked “xxxxxx”. Your caller can now hear you.

2

2


Which of the following statement is false when you put a caller on HOLD?

Select the correct option and click Check My Answer.

Your call stops being recorded.

You can still hear the caller.

The caller cannot hear you.

Your status remains at WORK status.

Lesson 2Page 6


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Lesson 2Page 7

There may be a situation where you need to transfer an employee to another associate such as a topic specialist or a manager. The procedure for transferring a caller is as follows:

1

5

3


1. Ask the employee to please hold.

2. Close out the caller’s account on your computer before transferring the call.

3. Press the TRANSFER button.

4. Dial the six digit client line of the party to whom you are transferring the call.

5. Wait for an answer and announce that you are transferring a caller and explain the situation.

6. Pass on any applicable security information.

7. Hang up the phone.

CSAs have the ability to transfer aphone call directly from Navigatorjust as you would from the phonesystem. This will be taught inanother module.

6

2

4

Transferring a Caller

A

BMENU

TRANSFER

CONNECT

zoom

SMALL animation of a person speaking on the phone.

Small animation of a person clicking their mouse and a screen on the computer closes.

SMALL animation of TWO people speaking on the phone. Split the screen. See sample picture D.

Small animation of a telephone as shown in picture A. Then zoom in to show picture B, with the TRANSFER button/light blinking.

Small animation of a telephone as shown in picture C. with the Highlighted/circled buttons/light blinking.

C

Small animation of one person calling and waiting and then the screen splits into two and person 1 is talking to person 2

7


D

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Lesson 2Page 8

1


Conferencing in a Third Party

SMALL animation of a person speaking on the phone.

SMALL animation of THREE people speaking on the phone. Split the screen. See sample picture A.

Small animation of a person dialing the phone.

Small animation of one person calling and waiting and then the screen splits into two and person 1 is talking to person 2.


A

Occasionally, you will need to conference in a third party on your call to ensure that the customer is getting a resolution to her/his issue. These steps vary according to your location. Please check with your manager for client specific training on how to conference in a third party.

When a customer needs to be in a third party conversation with another person, place the customer on hold.

Contact theparty to whomyou wish toconference. Wait for an answer

and announce thatyou are conferencingthe third party.

You may begin your third party conversation.

342

1 2

3

4

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Lesson Summary – How to use the Phone System

1


In this lesson you learned how to use the phone system to carry out various procedures such as logging in or out of the system, forwarding the DID line to voicemail, transferring a call, putting a customer on hold and conferencing in a third party conversation.

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Lesson Objectives

1

In this lesson, you will learn the various ways service levels are managed and monitored using the Call Queue and SYMON board.

By the end of this lesson, you should be able to identify what the call queue and SYMON board are and how they can help manage and monitor service levels


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Lesson 3Page 1a

Tracking Calls


SYMON board


Call Queue refers to the display and management of calls coming in to the Genysys system. Genysys is the system used to route calls to CSAs based on their skill set.

Call Queue

a

ba

Service levels are managed and monitored using the Call Queue and SYMON board.

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Lesson 3Page 1b

Tracking Calls


SYMON Board


A SYMON board is an electronic display placed where associates share information about the current number of calls in queue, average call waiting times, and system issue alerts.

SYMON boards are used to communicate the current status with all associates on the floor.

Each team’s SYMON board information can differ slightly due to client considerations.

Each Service Center SYMON board displays call-queue information, including number of calls waiting in the queue, length of the longest waiting call, and average call-answer speed.

Move your mouse over the SYMON board to see what the information displayed means.

Call Queuea b

Service levels are managed and monitored using the Call Queue and SYMON board.

b

The client.

Calling about Annual Enrollment.

Longest call length in queue (seconds).

Number of calls in queue.

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Lesson 3Page 2

Managing Service Levels

1


Service levels are a representation of the speed in which we answer incoming calls.Industry-wide, service levels are a part of call center agreements to ensure quality service.

Our service levels are stated in x% answered within y seconds.For example, if our service level agreement is 80 in 30, that means that we have agreed to answer 80% of all incoming calls within 30 seconds or less.

Service levels are measured hourly, daily, weekly, monthly, quarterly, and annually.We typically report these results to the client on a weekly basis initially after the live date, and then reduce to quarterly reports after the first 3 months.

2

3

80/30

90/30

70/20


If your service level agreement is 60/20, what is your expected performance on the job?

Select the correct option and click Check My Answer.

You answer 20% of all queries in 60 seconds.

You answer 60% of all the queries in 20 seconds.

You answer 60% of all queries in 20 minutes.

You answer 20% of all queries in 60 minutes.

Lesson 3Page 3


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Lesson Summary – Tracking and Managing Calls

1


In this lesson you learned that service levels are managed and monitored using the Call Queue and SYMON board. You also learned that service levels are a representation of speed in which incoming calls are answered, the various types of service level agreements and how they are measured and reported back to clients.

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MODULE SUMMARY

In the module, you learned about the telephone system at Hewitt which equipped you with the foundational knowledge and processes necessary to work with Hewitt’s call center telephones.

You should now be able to demonstrate efficient use of the Service Center telephone system using the various buttons on the telephone panel and understand how calls are tracked using the SYMON board and Call Queue.

1


editor: sri sivadate: 12/20/2006change:

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