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CRM Training

The document provides guidance for agents on properly logging into and using the CRM system. It outlines common mistakes to avoid when logging in, such as using the wrong browser or credentials. It also describes how to receive and handle phone calls through the CRM, such as filling out order forms correctly and tagging calls appropriately for callbacks or send laters. The document emphasizes ensuring accurate order details and comments are recorded to avoid issues.

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aprrove ninja
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48 views22 pages

CRM Training

The document provides guidance for agents on properly logging into and using the CRM system. It outlines common mistakes to avoid when logging in, such as using the wrong browser or credentials. It also describes how to receive and handle phone calls through the CRM, such as filling out order forms correctly and tagging calls appropriately for callbacks or send laters. The document emphasizes ensuring accurate order details and comments are recorded to avoid issues.

Uploaded by

aprrove ninja
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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It’s all about

Approve Ninja
learnings.

<p> Let’s learn things easy</p


TABLE OF CONTENTS.
01 02 03

Let’s avoid most common Learn how to interact with the


Login to the CRM Properly.
mistakes. client using the CRM properly.
Take a look at This.
Login to the CRM is way too
easy But it will be a big
problem if you do it incorrectly.
Here’s WHY:
❑ Trying to log in using a different browser. “It’s very important to use google chrome to avoid any glitch or bug during phone
time “
❑ Using incorrect username or password.
❑ Link a telegram account to your CRM. “ in order for you to login on to your CRM it’s necessary to link your TG account to
receive the 2-way authentication login security code”
❑ Make sure that your internet is stable “You may experience auto logout if your ISP (Internet service provider) is unstable”
❑ Make sure to connect your OpenVPN first before logging in to your microSIP and CRM.
Do you aware of your Mistakes?
<p> How to make sure that you are ready to receive calls. </p>
The buttons on the upper part of your CRM should be green both extension number(eg.2199)and agent number(eg.tglg_agent74)

<p> Take Note </p>


You always need to check your status if you are online especially when you are not receiving call there are instances that you will be
set in time-out status if you are experiencing slow internet connection.

<p> What to do </p>


• Refresh your CRM system when not in a call every 1 to 2mins
• If you become timeout hit online again
• When you can’t connect advise your supervisor, press pause tech issue, and send a message to tech GC)
• Check the internet connection and restart both the PC and router.
• If done and everything is good log in again and hit online

Always remember that you are only paid during the time that you are online, so make sure that you are not in timeout status.
Lets utilize the
CRM properly
<p> By simply understanding how the CRM works we can easily use our time to interact
with the client and not on the CRM</p>
What will happen if I
receive Phone
calls
Get familiarized with how the system works and navigate it with understanding.
Receiving a
CALL.
When you are online at any moment you can receive a call.
How does it happen?
* You can hear a sound from your headset
* Your status will be automatically in progress (indicator that you are on call)
* The details of the client will pop on your screen (eg. Name, phone number, and script of the product that he/she is
interested in)
* Talk to the client by following the sales algorithm (greetings, identification of needs, promotion 1, promotion 2,
working with an objection, sale 1 PCs, confirmation of the address, summing up, mandatory phrase, and delivery time
frames.
* Always check the details you put in the CRM system like the age, Gender, correct address, complete name, and
quantity of the order.
Receiving a
CALL.
Talking points
🔸 What should an agent do if he did not have time to fill out the form after the client, and the call has already ended?
To avoid incoming calls, the agent needs to send a message via telegram team channel permission to have
additional time to complete the order process. Keep in mind processing status will not be counted as paid time.

🔸 What to do if the agent does not hear the client well or the client cannot hear anything?
The agent needs to call the client back at least once or twice. If the client wasn’t responding or still the same
cannot hear clearly, tag the call as no answer. And be sure to send a notification to the tech TG channel.
Receiving a
CALL.
Talking points

🔸 The price on the landing page wasn’t clear/wasn’t available.


if the agent encountered such a situation, he needs to inform his supervisor about it.

Reminder: This reason for cancellation can only be used if the client insisted on the specific price he saw on the
website. We cannot use this reason if the client insisted that the promotional for 5,4,3 or 2pcs prices wasn’t available
on the landing page.
Receiving a
CALL.
Talking points

🔸 Explain why it is important to write short comments on orders.


“Disconnected call without disclosing the Price:
Leaving an important note will help the next operator to distinguish what happened in the previous conversation
to avoid repeating the same questions.
Receiving a
CALL.
Talking points

🔸 Explain why it is important to write short comments on orders.


“Technical issue:
Addressing the issue encountered can avoid a possible fine if the QA audit the call, and the next operator is also
aware of what happened on the previous call.
Receiving a
CALL.
Talking points

🔸 Explain why it is important to write short comments on orders.


“Call later:
Providing additional details like this can help the next agent what is the reason why the client requested a
callback.

Reminder: We are not allowed to offer a call back if we already disclosed the price or promotion unless the client
disconnected and cannot be reach during promotion No1.
Receiving a
CALL.
Talking points

🔸 Explain why it is important to write short comments on orders.


“Reason for rejection:

The additional message of rejection can help the operation distinguish more information about rejection. It will
also help QA to understand the nature of the call.
Receiving a
CALL.
Talking points

🔸 We may encounter some calls that we are sometimes not aware of or don’t know how to handle; this situation may
be normal at first.

Things need to be done:


Relax and avoid too much information disclosed to the client.
In a situation like this, your supervisor or other support can help you how to handle the call properly.
🔸 KPI difficulties, Fines disputes, salary disputes, Etc.
In a situation like this, our supervisor is trained and knowledgeable to handle this kind of situation.
Order
Processing.
• Don't forget to use auto complete in filling up the address to avoid fines
• When updating the quantity of the product that the client will order go to choose good click the drop-
down and select the quantity, hit add, and check if the price changed ( eg.5+cross)
• If the client will order 1 PC put a delivery fee
• Order processing is really important. When confirming an order be sure that all details are correct
Correct tagging for CALL
LATER.
*At the start of the call during greetings make sure that you are talking to the right person who places the order. Ask if it is
the best time to talk about the order. If they are busy you can give them a call back by asking what's the best time.

*If the call is answered by another person, and told you that the client is busy or not around ask what time the client will
be available and offer a callback.

*If the person who answers the phone insists on knowing the reason for your calling. then introduce yourself and tell them
that you have questions to ask the client and ask for the best time to call back to process the order.

*We are not allowed to offer a call later if the client’s name is registered on the account and the onset of the call informs
you that he/she needs to talk to someone to make a decision.
Rule of Thumb.

How to tag call later


* Click to progress
Once you discussed the *Tick call later
process or promotion *Choose either busy or not
for any reason you around. Make sure that if you
can’t give a call back *Input the best time for a set a call back it is not
even if the client callback more than 24 hours.
requested it. *Hit save
Send Later.

You can only choose to send it later for two specific reasons the client is on vacation or in an emergency. But make sure that
you offer other options first like is there anyone who can receive the order on their behalf if they are out of town or how
long will they be staying in that place to check if we can deliver the order if it is on our time frame.

If no choice but set it as send later what to do.


* Process the order as usual
* Put all the necessary information (complete name, address, gender)
* Put the requested date on the asked delivery at the field
* Instead of clicking confirm button do to the upper part of your CRM tick phone then hit send later on the drop-
down.

Just make sure that when you set send later it is not more than 2 weeks.
THANK
YOU!
Do you have any questions?

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