MANUAL 1 SETTING UP YOUR ACCOUNT

Transcription

1 MANAGE TRAINING MANUAL MANUAL 1 SETTING UP YOUR ACCOUNT

2 Last Update 2/14//2018

3 Contents About CallShaper... 1 Training Videos... 2 Support... 3 Help Center Library... 3 Submitting A Support Ticket... 4 Dashboard... 5 Campaign Buttons... 5 Agent Stats... 5 Call Stats... 6 Top Agent List... 6 Charts Section... 6 Menu s... 7 Search Menu... 7 Reports Menu... 8 Admin Menu... 9 Users Users Screen Adding A User...12 Show Inactive Users...17 Reactivate User...17 Unlocking A User...18 CALLSHAPER

4 User Profile Screen...18 Changing/Adding A Photo...19 Deactivating Users...19 Editing Users...19 Teams Teams Screen Adding A Team...22 New Team Screen...22 Editing A Team...24 Deactivating and Reactivating A Team...24 Do Not Call Do Not Call Screen Number Lookup...26 Number Lookup screen...27 Creating A Do Not Call List...27 Create Do Not Call List Screen...27 List Actions...28 Add Numbers...28 Replace List...28 Assign to Campaign...29 Rename...29 Export...29 Delete...30 Settings...30 Media Attributes Media Partners Media Types CALLSHAPER

5 Scorecards Scorecards Screen Add Scorecard...33 Show Inactive Scorecards...34 Reactivate Scorecard...34 Duplicating Scorecard...35 Deactivate Scorecard...35 Editing Scorecard...35 Sounds Library Add Sound Edit Screen...37 Play Recording...38 Download or Delete Recording...38 Music On Hold Buttons Section Add New Playlist Edit A Sound Play A Recorded Sound Phone Numbers Types Phone Number Categories Phone Number Screen Purchasing A Phone Number...43 Purchase Number Screen...43 View Recent Calls...44 CALLSHAPER

6 About CallShaper CallShaper was founded in 2012 but our software was born years before that when we set out to create a platform to run all aspects of our own call center s operations. Our philosophy has three main goals: Ease of use, accurate reporting, and flexibility. At CallShaper, we feel technology should help achieve the business goals and not get in the way. We want the agent to focus on the call, not on a cumbersome process that distracts them from their true purpose of making the sale, collecting the payment or qualifying a prospect. Our platform constantly monitors the changes happening to the campaign and reacts accordingly while using the latest technology in answering machine, busy and disconnected number detection to deliver the most live calls possible. Having accurate information to manage the campaign is vital to its success. Our real-time reporting is designed to be easy to read and to quickly present the information needed to keep campaigns on track. Our historical reporting will provide you with the tools to manage your campaigns. Our customizable reporting will fit the individual need of the campaign by providing detail on data uploaded through lead files and completed by agents. The reports along with our customizable scorecards, provide you with the tools needed to effectively manage, coach and develop your staff. Flexibility is important to ensure our users, at all levels, get the most out of our software. All campaigns are different. Whether it be the sales pitch, the prospect qualifying process, data submission, or payment capture, CallShaper allows your campaign s scripting to match your client s requirements and makes it easy for you to maneuver around and integrate with third party systems. With each campaign created, the settings for voic , conversions, dispositions, sounds, dialer type, schedule, callbacks, recordings, skill level, wrap up, leads and queue actions are all customizable. Early on, we found that our product needed to be user-friendly, extremely flexible and have a variety of reporting to satisfy client needs. That is why whether your Call Center has five agents or hundreds of agents, CallShaper s software has the tools to fit the needs of your organization. CALLSHAPER 1

7 Training Videos CallShaper has created training videos to go along with the sections of this Manual. The links to the videos are listed below. CallShaper Support This video will review what support is available, how to access the Help Center Library, use the Support button and how to submit a ticket. User Training Video This video will review what a user is, how to add, edit, unlock and deactivate a user. It will also review what access each permission will give the user. Teams Training Video This video will review what a team is, how to add, edit and assign users to a team at the Account Level. Do Not Call Training Video This video will review how to add and edit a Do Not Call list at the Account Level. Do Not Call lists added at the Account Level can be assigned to campaigns. Media Attributes Training Video This video will review what Media Attributes are and how to add and edit Media Attributes at the Account Level. Once added, they can be assigned to an inbound number and made reportable in the Media Report. Scorecards Training Video This video will review how to create a scorecard template in the Scorecards section of the Admin Menu at the Account Level. Each scorecard template created is available to use with every call, regardless of campaign. Sounds Library and Music on Hold Training Video This video will review how to add and edit sounds and hold music at the Account Level so they are available to use in your campaigns. Phone Numbers Training Video This video will review purchasing a phone number, phone number types and phone number categories at the Account Level. The phone numbers purchased will be available to assign to a campaign. CALLSHAPER 2

8 Support The CallShaper Support team s main goal is to help you run your campaign s as smoothly and efficiently as possible. We understand the needs of each Call Center are different, which is why we offer various types of support such as live support over the phone and online, support tickets and a Help Center Library. Help Center Library For questions pertaining to how to and where can I find, CallShaper s Help Center Library is available 24/7/365. Our Help Center Library contains how-to articles, training material, FAQ s and troubleshooting tips for the CDP Desktop Client (Agent Application), Supervisor Site and the Manage Site. The Help Center Library can be accessed using the help link or the support button in the Manage Site. 1. Using the help link - The help link is located in the individual user drop-down menu. This link will give you full access to the library where you can search for articles, training material, FAQ s and troubleshooting tips available by keywords or by category. 2. Using the support button - The support button is located at the bottom of your screen in the Manage Site. You can search by keywords to access links to articles, training material, FAQ s and troubleshooting tips available in the Help Center Library. Once you click on a link, the article will populate in that window. If you prefer to see the information in a larger window, scroll to the bottom of the article and click the Help Center Library. button. This will bring you to the CALLSHAPER 3

9 Submitting A Support Ticket For more complex questions or concerns, a ticket can be submitted to the CallShaper Support team. Once a ticket is submitted, the requester will receive an with the ticket number and instructions on how to add information to the ticket. All tickets will be responded to within 24 business hours. Our business hours are 8:30 am to 5:30 pm (EST) M-F. For tracking purposes, please submit a separate ticket for each new request. Tickets can be submitted to the CallShaper Support Team through the help link or the support button in the Manage Site. 1. Using the help link When sending attachments, please use this option. The help link is located in the individual user drop-down menu and will bring you to the Help Center Library. At the top of the page, click the Submit a request link. You will be asked for your address, subject, campaign, company and a description of how we can help you. 2. Using the Support Button - When sending attachments, please use the Help link option. After you have searched for how to articles, training material FAQ or troubleshooting tips and have not found what you are looking for, you can click the contact us button (this will only appear after you have typed keywords in the search field). A contact us page will open and ask for your name, address, campaign, company and a description of how we can help you. If screen shots are being sent, please send them as an attachment. All attachments should be sent using the help Link. All s sent to Support will be converted into tickets. Screenshots do not transfer into the ticket system from s. CALLSHAPER 4

10 Dashboard The dashboard is where you can monitor how your campaigns are performing in real-time. You can view the agent stats (as a whole), top performers, how the agents are spending their time, call stats and have quick access to change the campaign and the campaign settings. Campaign Buttons The buttons section is located at the top of the dashboard and includes two campaign buttons; The button will allow you to switch the campaign you are viewing by using the drop-down list. The button will take you directly to the campaign settings so adjustments can be made quickly. (Covered in Manual 2) Agent Stats The agent stats section provides details of the number of agents logged in, how many agents are in each call status, the number of active hours and their average performance stats. The fields in this section will flash as they are updated. CALLSHAPER 5

11 Call Stats The call stats section provides details of the number of calls being dialed, calls in queue, sales handled calls and abandon calls. The fields in this section will flash as they are updated. Top Agent List The top agent list will give you a quick look at the top ten performers of the campaign you have selected based on the number of sales (conversions) the agents have made. If point values are assigned to a conversion, the points earned will also be visible. The list will switch from today s top ten to this week s top ten performing agents approximately every 15-seconds. Charts Section The charts section contains four different charts; Calls By Hours, Conversions By Hour, Outbound Connection Rate and the Agent Hours. The graphs will rotate approximately every 20-seconds to give you a quick view of how the campaign is performing for that day. If your campaign is considered closed, the following message will appear on the campaigns dashboard: On the dashboard, you can hover your cursor over each field in the agent stats, call stats and graphs sections for details. CALLSHAPER 6

12 Menu s There are three menus within the Manage Site; Search, Admin, and Reports. The user s permissions will determine which menu s they will have access to. Search Menu The search menu has two options to search by; call or by lead. In the search menus, you can: Select the criteria to search using the drop-down lists, or a report, Add or remove to view or export, When a list is run, the list can be sorted by clicking on the column headings, Additional details can be viewed by clicking on the specific lead or call from the list. This is an example of the Call Detail Screen that will open when you select a specific call to view. We will review the Call Detail screen in Manual 4. CALLSHAPER 7

13 Reports Menu At CallShaper, we understand how important accurate reporting is to your business. This is why have we designed reporting that provides the detail needed to quickly measure agent and lead performance with accurate real-time and historical reporting for both inbound and outbound calls. In addition to the Dashboard, which gives a real-time view of what is currently happening with your campaign, your CallShaper account also contains many historical reports. These reports are available in the reports menu and provide detail on: Agents and Teams, Leads and Lead Files, Campaign progress and profits, QA, Sales and Payroll. Once you have created your campaign and have data to complete these reports, we will review each report in detail (covered in Manual 4). There are two additional reports available within each campaign rather than the Reports Menu. These reports are campaign specific and are sent to designated address. The details of both reports will be covered in Manual 2. These reports are; The Daily Report, which provides a comprehensive overview of the campaigns inventory (leads), sales (conversions), and performance activity. The Export Report, which is a customizable report using information directly from the data fields your organization has created. CALLSHAPER 8

14 Admin Menu The admin menu is where you will add, create, make edits and adjustments to your CallShaper account. The remainder of Manual 1 will be spent on the individual categories within the Admin Menu. The categories are: Campaigns Where you will add, edit and deactivate campaigns, create scripts, upload lead files, manage phone numbers, create dispositions, conversions, and data fields. This is the only category not covered in Manual 1. This category will be covered in Manuals 2 & 3. Teams A team is a group of users that report to the same supervisor and are working on the same campaign(s). This is where you would add and edit the teams. Users Users are all individuals that will have access to the Agent Application, the Supervisor Site and/or the Manage Site. This is where you would go to add, edit, unlock and deactivate users. Do Not Call Do not call lists can be uploaded into your CallShaper account in a CSV format. The National DNC list is not pre-loaded into your account. It is the responsibility of each individual organization to ensure the proper DNC lists are uploaded into their account. The do not call category is where you will upload and manage the do not call lists in your account. CALLSHAPER 9

15 Media Attributes Media Attributes are used to assign Media Partners and Media Types when working with clients who are running TV, radio or print advertisements. It can also be used to associate a business name with a specific phone number for reporting purposes. This is where you would go to add Media Attributes and Partners to your account. Scorecards Scorecards are a QA tool used to evaluate how an agent handled a call. In this section, you can create, edit and deactivate scorecard templates. Sounds Library The sounds library is where you will upload, create and edit recordings or messages such as; introduction messages, abandon messages, closed messages or disclosures. All sounds recorded in the sounds library will be available to use in all of the campaigns created in your account. Music On Hold You can upload prerecorded hold music into your CallShaper account. This can be used for inbound callers when they are waiting for their call to be answered and when an agent is waiting for their next call to connect. Phone Numbers Designated phone numbers are purchased through CallShaper to be used as your campaign caller ID s and/or inbound number(s). The phone number category is where you purchase phone numbers for your account and view the assignment of each phone number in your account. Now that you know where things are located within CallShaper, let s get to the part you ve been waiting for and begin creating your account. The first thing you will do when creating your account is to add users and teams. In the next few sections, we will review how to properly set them up. So get your list of users ready and think about who will be performing which tasks. CALLSHAPER 10

16 Users The term Users describes a person who will log into any of CallShaper s Applications. Users can consist of Agents, Supervisors, Managers, Administrators and Clients. We do recognize that not all organizations structure their Call Centers with the same titles and responsibilities. Therefore, when setting up a user, it is important to understand the role of the user and the tools they will need to ensure you are providing them with the proper level of access within the CallShaper Applications. For the purposes of this and all of CallShaper s training documentation, the definitions of the user types are listed below. Please review these definitions to confirm you are providing each individual the tools needed to perform their jobs effectively within CallShaper. Agent Supervisor Manager Administrator Client The agent only has access to the Agent Application that is installed on their PC. The agent will not have access to the Supervisor Site or the Mange Application. The supervisor is responsible for a team of agents. The supervisor may have the Agent Application installed on their PC. They will have full access to the Supervisor Site and limited access to the Manage Site. The manager oversees the supervisors. The manager does not have the Agent Application installed on their PC. They will have limited access to the Supervisor Site and will have full access to the Manage Site. An administrator is a person who will make adjustments, add /remove users and troubleshoot. The administrator does not have the Agent Application installed on their PC. They will have limited access to the Supervisor Site and will have full access to the Manage Site. The client is someone who your organization is performing outbound or receiving inbound phone calls for. Clients will not have the Agent Application installed on their PC. They will not have access to the Supervisor Site. They MAY have limited access (typically reports) to the Manage Site. Their level of access is completely up to your organization. CALLSHAPER 11

17 Users Screen The Users screen will contain a list of the active users in your CallShaper account (once users have been added). In addition to having the list of active users, you can add, unlock and access the list of inactive users from the Users screen. Buttons Section In this Manual and all training Manuals going forward, please note the buttons section is always located in the top right-hand section of the screen. The buttons representing the actions that can be taken will always be orange. Adding A User No matter what the person s role will be, if they log into any of the CallShaper Applications, they will need to be added as a user first. Each user will be given a username and password. The username will be their address. If your organization does not have an address for all users, you can create one for CallShaper purposes only. s are only sent to users who will receive reports or voic s to their extension. Before adding a user, it is important to understand what their role will be and what access they should have within CallShaper s Applications. To ensure each user will have the proper access to perform their jobs effectively, we will review how to add a user, the different levels of permissions and what each permission will give the user access to within the CallShaper Applications. To add a user, click the button. When adding users to CallShaper, complete both the General and the Security tabs. The custom tab is optional. CALLSHAPER 12

18 The General Tab is where you add the user's address (username), name, the team they are on and if applicable, their external user ID. When you are adding a supervisor, manager, administrator or client, the team field should be blank. If you are adding an agent and the team is not available in the drop-down, the agent can be added to the team once the team has been created. Fields with an are required fields The Security Tab is where you create a password and set permissions. The password requirements are: Minimum of 8 characters in length. Contain at least 1 lowercase letter. Contain at least 1 uppercase letter. Contain at least 1 special character (!@#$%^&*) Contain at least 1 number (0 9) The permissions that are giving to a user will depend on their role within your organization. A single user should NOT have permissions at both the account level and campaign level at the same time. See the charts on the following pages for permission access. CALLSHAPER 13

19 Permissions ONLY apply to the level of access the user will need in the Manage and Supervisor Sites. Agents do not need account OR campaign access to use the Agent Application. The Custom Tab is optional and is used to report data specific to the agent. The custom tab contains 5 custom fields. These fields can be used for reporting purposes or to pass data to external systems such as agent username and passwords. The data in these fields can be accessed within Scripting, Exports Reports, and WebHooks. This tab is not applicaple to users that do not make calls. Reports and WebHooks are only populated if a call is made. CALLSHAPER 14

20 Account Level Permissions Account level permission are recommended for managers and administrators only. For agents, supervisors, and clients, this field should be left blank. Account level permission will grant the user access to all campaigns in the Mange Application. The type of permission granted (see chart), will limit what information the user will have access to within the Manage Site. Giving a user account level permission will limit their access to the Supervisor Site. Depending on the type of permission granted (see chart below), the user will either not have permissions or will have the manager mode permission. The manager mode is a view of agents by campaign. The user can see the agent s status, skill level and monitor live calls. They will not have the access to chat, barge or whisper to agents. The chart below describes the access given with each permission at the account level: Campaign Level Permissions Campaign level permissions are recommended for supervisors and clients only. For agents, administrators, and managers, this field should be left blank. Campaign level permissions will give the user access to make changes to specific campaigns within the Manage Site. The type of permission (see chart), will limit what information the user has access to in the campaign. Campaign level permission with reporting is the only access that will give the user supervisor mode in the Supervisor Site. Supervisor mode is a view of the team(s) that report to the user. In this mode, the user can see the agent s status, skill level and monitor live calls. The user does have access to monitor calls, chat, barge or whisper to agents. CALLSHAPER 15

21 Admin access will give the user manager mode. In this mode, the user will not have access to monitor calls, chat, barge or whisper to agents. To give permission at the campaign level use the drop-down to select the campaign, and click the button. Repeat the process to add more campaigns. The chart below describes the access given with each permission at the campaign level: Examples 1. If I am adding a user that will need access to reports, adding and deactivating users, but not have the ability to grade calls. I would give them Account Level access with reporting AND user admin permission. 2. If I am adding a user that will need to have chat, barge and whisper capability in the Supervisor Site, I would give them Campaign Level access with reporting permission. 3. If I am adding a user that will need to have chat, barge and whisper capability in the Supervisor Site and have the ability to grade calls, I would give them Campaign Level access with reporting AND QA permission. CALLSHAPER 16

22 Show Inactive Users The next button we will review is the button. It s important to note that users are not deleted from CallShaper; they are simply made inactive. This is done for reporting purposes and if the user ever needs to be reactivated. Once you have selected the button, the Inactive User screen will open. This screen will provide limited details such as the users first and last name, address and user ID. Reactivate User There may be an occasion where you would want to reactive a user. To do this, you would select the inactive user by clicking on their name in the Inactive Users screen. When you select them, the User Profile screen will open. This is where you will click the reactivate a user. button to Active Users List In this section, you can view the list of active users in your account. This list will provide detail of each user including their name, address, team, user ID, primary campaign extension, their skill level and if they are locked out of CallShaper. This is also where you can view and edit a User s Profile screen once you have selected them. CALLSHAPER 17

23 Unlocking A User When a user is locked out of any CallShaper Application, they can use the reset your password link on the login page or, you can unlock them in the Users screen. If the user knows their correct password, you can unlock them from the Users screen by simply clicking the button in the unlock column. The button will then disappear and the user is unlocked. If the user needs a new password, you would give them a new password in the security tab of their user profile (see User Profile screen for details). User Profile Screen When you select a user from the Users screen, the User Profile screen will open. Each user has their own User Profile screen which contains three sections, the buttons section, user information and the campaign extension section. CALLSHAPER 18

24 Buttons Section Changing/Adding A Photo Adding or changing a photo or an image on a user s profile can be done by clicking the button. This photo or image will be displayed in the Users screen and User Profile screen of the Manage Site, the Supervisor Site and the dashboard in the Agent Application. The image will need to meet the proper specification and will be cropped during the upload process. Deactivating Users Users are never deleted in CallShaper, but they can be deactivated by using the button. When a user is no longer an employee or a client of your organization, it is recommended they are deactivated immediately. If the user is not deactivated, they can continue to access the account with the same privileges they had as an employee. Editing Users The user s permissions can be edited in the User s Profile Screen. Using the button, you can change the name, address, team, passwords, permissions at the account and campaign level as well as the custom fields. User Info Section This section will contain the users CallShaper ID, full name, address, team, the primary campaign they are assigned to, skill level, external ID and their last log in date. CALLSHAPER 19

25 Campaign Extensions Section This section will list all of the campaigns the agent has been assigned to and their extension for that campaign. If enabled, (Covered in Manual 2) you can listen to and change the agent s voic greeting. Each user that is assigned to a campaign will receive an extension automatically. extensions cannot be removed or changed. The If voic is enabled: Click this button to change the agent s voic greeting. The greeting can either be recorded or it can be downloaded from your computer. If the file is downloaded, it must be in a WAV or MP3 file format. Click this button to hear the voic recording of the agent. This button is only available if the agent is not using the campaign default voic message. If the voic message is played, the sound bar at the top of the page will play the message. You can increase the volume by clicking the button. Pause the recording by clicking the button, and play the recording by clicking the button. Creating voic for an agent is a multi-step process. The voic for the campaign must be set up, the agent's extension mailboxes must be enabled, (Covered in Manual 2) then the voic greeting can be set up in the user profile. CALLSHAPER 20

26 Teams Within CallShaper, a team is defined as a group of users who report to the same supervisor or manager and are all assigned to the same primary and secondary (if applicable) campaign. Therefore, the teams within CallShaper may not always match the teams within your departmental structure. When planning the structure of the teams within CallShaper please note: Multiple teams can be assigned to the same campaign and the same supervisor or manager. Teams can be as small as 1 user and as large as your entire Call Center. All team members are assigned to the same campaign. Teams cannot be assigned to more than one primary campaign. Teams can be assigned to multiple secondary campaigns at a time. Secondary campaigns are ONLY used to take incoming calls and perform callbacks. Teams cannot be assigned to more than one supervisor or manager at a time. You are not limited to the number of teams that can be created within your account. Teams are never deleted or deactivated but can be edited. Primary Campaign (outbound and Inbound) Team A Secondary Campaign (inbound only) Manager Supervisor 1 Secondary Campaign (callbacks only) Team B Primary Campaign (outbound and inbound) That being said, how the teams are created in the Manage Site, are completely based on the needs and preferences of each organization. For example; If a supervisor is responsible for 10 agents and 5 are working together on one campaign, 4 are working together on a different campaign and 1 individual agent is working on a campaign by themselves; 3 separate teams would be created within CallShaper. All 3 teams would be assigned to the same supervisor. CALLSHAPER 21

27 Teams Screen The Teams screen contains a list of teams in your account (once teams have been added). The list will provide details such as the team name, campaign(s) the team is working and the supervisor the team reports to. From the Teams screen, you can add and edit teams. Once a team is created, they cannot be deleted or deactivated. Buttons Section Adding A Team Individual users cannot be assigned directly to a campaign. Individual users are assigned to a team and that team is assigned to a campaign. Whether the team consists of one agent or the entire Call Center, the process is the same. Adding or creating a new team is done from the Teams screen using the button. New Team Screen In the New Team screen, you will be asked to create a team name, select a primary campaign and secondary campaigns (if applicable). CALLSHAPER 22

28 Secondary campaigns are only used to assign a team to inbound calls and callbacks and takes second priority. Agents will not make outbound calls on a Secondary Campaign. You will also select hold music, the team s supervisor and the agents that will be assigned to the team. The hold music selected will be heard by the agent during wrap-up and wait time. CALLSHAPER 23

29 Team List Section In the Team List section, you can view the list of teams along with the campaigns they are working and the supervisor they report to. If you select a team, you will have the option to edit. Editing A Team The team settings such as; team name, hold music, campaign assignments, supervisor and agents can be changed after a team has been created by selecting the team in the Teams screen and using the the new team screen. button. The Edit Team screen will open with the same options as To add secondary campaign and/or team members, click on the name in the box on the left and it will automatically move to the selected box on the right. To remove them, click on the name in the selected box on the left and it will automatically move to the box on the right. Deactivating and Reactivating A Team Teams can be deactivated using the options buttons and choosing. and can be reactivated by going to the list and clicking on the button. Now that you understand how users and teams are set up, let s move our way down the Admin menu and review the Do Not Call section. CALLSHAPER 24

30 Do Not Call The Do Not Call (DNC) lists within CallShaper are created by your organization. The lists are updated by choosing the Do Not Call disposition in the Agent Application, importing DNC lists or manually adding phone numbers to a DNC list in the Manage Site. Each campaign will have a Default DNC list associated with it. When the agents select the Do Not Call disposition, that phone number will automatically be added to the campaigns Default list. You can choose to have one default list per campaign, or assign a default list that can be used for multiple campaigns. During the lead file import process, CallShaper provides the option to review all DNC lists within the campaign. If this option is selected, the leads identified are not callable and not loaded. If this option is not selected, the lead will be loaded and callable. At the campaign level, you can add and remove states and Providences from the calling list. These phone numbers are NOT added to the DNC list; they are only blocked from being called on a campaign. (Covered in Manual 2) The National DNC list is not pre-loaded into CallShaper. It is the responsibility of each individual organization to upload the appropriate list into CallShaper. For information pertaining to the National DNC list, please refer to the Federal Trade Commission business center CALLSHAPER 25

31 Do Not Call Screen In the Do Not Call (DNC) screen, you can view the DNC lists that have been added to your account. In addition, you can look up phone numbers, create new lists, import existing lists, add phone numbers, assign a list to a campaign, rename and export. Button Section Do Not Call Do Not Call Lists Do Not Call Lists Section In this section, you can view the name, the total amount of phone numbers included in each list and the date the last number was added to the DNC lists. To edit, view or export a list, select it and the list actions button will be available. Buttons Section Number Lookup On occasion, you will need to remove or search for a phone number associated with a DNC list. For example, you may want to know the phone number has been added or when it was added to a DNC List. This is when you would use the button. CALLSHAPER 26

32 Number Lookup screen In the number lookup screen, you can search and remove the number if necessary. Creating A Do Not Call List Each campaign will receive a default DNC list, however, there may be times when you want to create a new DNC list at the account level. When creating a new DNC list, you can assign it to one or multiple campaigns and manually add phone numbers. This is when you would select the button. Create Do Not Call List Screen In the Create Do Not Call List screen you can upload files, assign the list to campaigns, make the file read only, and/or add individual numbers. Name File Only choose Yes if the file will be overridden. phone numbers cannot be added to a Read Only file Add or remove campaigns Upload File as.csv or.xlsx Add Individual Numbers When adding an individual phone number, add one phone number then click the enter key on your keyboard so there is only one phone number per row. You cannot add numbers to a Read Only file. CALLSHAPER 27

33 List Actions The last button we will cover in the DNC screen is the button. This button has multiple options. In this next section. We will cover each option. Add Numbers The Add Numbers option is used when manually adding a few phone number to a DNC list. Replace List If a list was loaded as a Read Only file, the file can be replaced. The only option is to choose a file from your PC Directory and the new file will replace the previous file. CALLSHAPER 28

34 Assign to Campaign The Assign to Campaign is used when you want to add/remove a DNC list to/from a campaign. Rename All default lists are given the name of the campaign they are assigned to and can be renamed. Export Once DNC lists have been created or uploaded into CallShaper, they can be exported in.csv format. You can export the entire file or choose the date range numbers were added to export. CALLSHAPER 29

35 Delete DNC lists can be deleted from your account if the default campaign is active. Settings This is used to set up an automated DNC list to be exported to an FTP site and/or imported into your CallShaper account. To set up the file for Export, you will need to have the FTP information. Export list will send daily at 2:00 AM Eastern Time Import list will be received 6:00 AM Eastern Time We are rolling along, let s continue our journey through the Admin menu and review the next two sections; Media Attributes and Scorecards. CALLSHAPER 30

36 Media Attributes Media Attributes are typically used if you have a Media Partner, meaning you are taking or making phone calls for a television, radio or print advertisement. However, this is also a place where you can add a label to specific phone numbers associated with a campaign. The Media Partners and Types can be assigned to an individual inbound phone number (Covered in Manual 2). If they are assigned to a phone number, they are then reportable and can be viewed on the Media report (Covered in Manual 4). The Media Partner and Media Types screens are below. Media Partners Media Types CALLSHAPER 31

37 Scorecards Quality Assurance (QA) tools are one of, if not the most important tools your call center management can have. A healthy QA program will give management the means to properly coach and mentor their team by: Identifying training needs and understanding how to help the agent meet KPI s and service levels, Knowing where to change internal processes to increase efficiencies, Creating a culture of continuous improvement by getting to the root cause of why things are not happening as intended. At CallShaper, we understand the direct correlation of a successful QA program and customer/client satisfaction rates. Each customer/client and campaign may have different requirements. Therefore, we developed customizable scorecard templates that will allow you to: Design an unlimited number of scorecard templates per account, Separate scorecards by section (example - greeting, tone, closing), Create campaign specific questions, Incorporate waited scoring based on the importance of the question and the requirements of your customer/client, and Include notes specific to each question or one pertaining to the overall call. Each scorecard that is graded in the recordings tab of the Call Detail screen and is permanently attached to the call. The scorecard itself can be reviewed and edited at any time. The results of each scorecard for an individual or a team can be viewed in the QA Agent report. The results of the scorecards by grader can be viewed in the QA Grader report (Covered in Manual 4). CALLSHAPER 32

38 Scorecards Screen Buttons Section Add Scorecard To create a new scorecard, click the will open button. The new scorecard screen Scorecards can have multiple sections for example; greeting, knowledge, closing, etc. CALLSHAPER 33

39 Questions can be added and given a waited score. Show Inactive Scorecards To eliminate confusion as to which scorecard templates are being used to grade calls, it is recommended that inactive templates be deactivated. To see the inactive templates, click the button. If your organization wishes to use a deactivated scorecard template again, you can reactivate it at any time. Select a specific scorecard template to reactivate or duplicate it. When you select it, the new screen will open with options to and. Reactivate Scorecard As soon as you click the and is located in the Active Scorecard list button, the scorecard template is reactivated CALLSHAPER 34

40 Duplicating Scorecard Rather than create a scorecard template from scratch every time, you can use the button. This option allows you to quickly create a new template and easily make any edits necessary to fit the needs of the new scorecard template. Scorecard List Section This section will list all of the active scorecard templates. Here you can select a scorecard template to, and. Deactivate Scorecard To eliminate confusion as to which scorecard templates are being used to grade calls, it is recommended that inactive templates be deactivated. For reporting purposes, these scorecard templates cannot be deleted. They can be deactivated by clicking the button. Editing Scorecard Once a scorecard template has been created, you can edit the questions, sections, change the scoring and rearrange the order. To make changes to a scorecard template, click the button. Grading scorecards will be reviewed in the Manual 4. Have you been wondering how to include hold music and recordings in your account? It s your lucky day, turn the page. CALLSHAPER 35

41 Sounds Library Sounds are another word for recordings. Sounds can be added to your CallShaper account by uploading files from your computer or recording a new sound in your Sounds Library. These sounds are then added to a campaign(s). Common uses for sounds are messages: Introduction Message, Closed Message, Callback IVR Message, Abandon Message, Blocked Call Message, Advertisements, IVR, Disclosures, and Disclaimers. Within a campaign, the sounds are not only used for the incoming message, outbound abandon calls, they can also be embedded into a script. For example, at the point in the script where the agent would normally read a disclosure or disclaimer to the customer/client, they can simply press a button and the recording will play. This ensures consistency to every customer/client. CALLSHAPER 36

42 Buttons Section Add Sound Your CallShaper account does not come equipped with prerecorded sounds. However, you can record an unlimited number of sounds and save them to your Sound Library. Sounds are used to record greetings, messages, advertisements, disclosures, disclaimers, etc. If recording a new sound, you will have the chance to review using the button. To save the recording, choose the button. Sounds Section This section will list all of the sounds that you have recorded. Clicking on a specific sound will open the Edit screen. Edit Screen The edit screen will contain the same fields as the add sound screen. CALLSHAPER 37

43 Actions Section Sounds that are recorded and saved to your Sound Library can be played, downloaded to your computer and/or deleted from your CallShaper account. Play Recording To play a recorded sound, click the button. Use the sound bar to (pause) or (control volume). Download or Delete Recording To download or delete a recorded sound from your sound library, click the button. CALLSHAPER 38

44 Music On Hold Your CallShaper account comes equipped with generic and silent hold music and the ability to upload unlimited hold music of your choice. You are not limited to the number of or the length of the hold music on your account. The only requirement is the files must either be a WAV or MP3 file. There are two uses for hold music; the first is assigned to inbound numbers (Manual 3) and is played to the caller while waiting for an agent to connect, the second is assigned to a team and played while the agent is in wrap-up and available status. All music uploaded to your account will be available to select in each campaign created. Buttons Section Add New Playlist CALLSHAPER 39

45 Hold Music Section This section will list all of the hold music that has been uploaded to your CallShaper account. To review or listen to the hold music that is available, select the hold music you want to listen to. The hold music screen will open. Edit A Sound The edit sound screen will open once a sound is selected. The edit screen will contain the same fields as the add sound screen. Play A Recorded Sound To play a recorded sound, click the button. Use the sound bar to (pause) or (control volume). We are almost finished with Manual 1. The next and last topic we will cover in this Manual will be phone numbers. CALLSHAPER 40

46 Phone Numbers Types CallShaper offers three different types of phone numbers to purchase and apply to your account through the Manage Site. For rates, please contact CallShaper Support. The types are: Toll Free Toll-free numbers (8## numbers) are available for purchase in the Manage Site. If you currently have a toll free number that you would like to port to your account or have a specific toll free requirement, contact CallShaper Support. Please provide the specific phone number(s) or requirements. Local DID Local DID s are numbers that are made available with a specific area code. If you are interested in purchasing a local DID for your campaign and the area code is not available or, you have a local DID number that you would like to port to your account, please contact CallShaper Support. LocalTouch The LocalTouch technology uses multiple local numbers with a callerid management algorithm and presents a number to the lead/customer that is local and more familiar to them. LocalTouch increases the likelihood the customer/client will answer the call and increase the campaigns connection rate. With LocalTouch, you are not limited to one caller id number. In fact, there are up to 200 phone numbers available within each LocalTouch Bucket. This means that every call presented to the customer/client may have a different caller ID number. If the customer/client returns a call to that caller ID number, the call will go directly to an agent working on that specific campaign. If you are looking for a strategy to increase the campaigns contact rate, LocalTouch is a great option. For more detail go to CALLSHAPER 41

47 Phone Number Categories Once phone number(s) have been purchased on your account, they can be placed in one of three categories. Assigned Assigned phone numbers are ones that have been purchased and assigned to a campaign in your account. Phone numbers in this category can be moved to different campaigns (if not a caller ID) and can be released from the campaign. Quarantined Quarantined phone numbers are ones that have been previously purchased for a campaign that has since been released. Once the phone number has been released or a campaign has been made inactive, the caller ID s associated with that campaign is quarantined for 15 days. This is to prevent new campaigns from receiving calls for the inactive campaign. After the 15 days in quarantine, the phone number is then moved to the unassigned tab. Unassigned Unassigned phone numbers are ones that have either been purchased and not assigned yet or have been purchased and released on your account. Phone numbers in this status can either be assigned as a caller ID on a different campaign or canceled. If canceling, you are moving it back into the bucket with the available phone numbers for purchase and you will no longer be charged for the use of that phone number. CALLSHAPER 42

48 Phone Number Screen The Phone Number screen is where you purchase phone number and view the status of the phone numbers you have purchased in your account. Buttons Section Purchasing A Phone Number Before you create a campaign, you will need to purchase a phone number to be used as the caller ID and/or inbound phone number. Each campaign should have a different caller ID associated with it. You can purchase toll-free, local DID, or Local Touch Bucket phone numbers (see the phone number types section for details). For pricing, please contact CallShaper Support. To purchase a phone number, click the button. Purchase Number Screen The Purchase Number Screen will list all of the phone numbers available for purchase in all three categories; Toll-free, Local DID or LocalTouch Bucket numbers. Select the tab to see the available phone numbers in each category. CALLSHAPER 43

49 To purchase a number, simply click on the number you would like to purchase and it will move to your unassigned phone numbers category. If you are looking for a specific area code of a local DID and do not see one available to purchase, please contact CallShaper Support. Categories and Phone Number Lists Section The categories section will contain a list of phone numbers that have been purchased in your account and are listed by category; assigned, quarantined and unassigned. This list will include the phone number, the campaign it is assigned to, if the number is a caller ID, the rental date, and the release date if the number has been released. View Recent Calls When a phone number is selected, an information screen will open that will contain a list of recent calls. This list is in view only mode. CALLSHAPER 44

50 Notes CALLSHAPER 43