Phone Call reviews Guide for trainers - Using Dimetro questions - Updated SEPT 2020

Phone Call reviews Guide for trainers - Using Dimetro questions - Updated SEPT 2020


STEPS/PROCESS IF USING DIMETRO CALL REVIEW FEATURES 

See video guide for this task

Why do we do this task 
2 reasons 
1.We need to provide training and feedback to our sales staff so we can continually improve and react to changing process.

2.We also ask new staff to do this task as a method of training for them.

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SET UP 
To perform a call quality assessment, you will need to first login to DiMETRO. 
Use Internet Explorer as this is what the program is designed around, and it makes it a lot easier. 
May need VLC media player installed 

TIPS 
IF SCREEN DISPLAY WONT WORK SWITCH TO PLAYING VIDEO WITH VLC MEDIA PLAYER AND SET THIS AS DEFAULT PLAYER FOR AVI FILES 
YOU WILL NEED TO SET THE DEFAULT PLAYER FOR AVI FILES TO BE VLC MEDIA PLAYER FOR THIS TO WORK 
IF CANT SEE ALL THEN CHANGE ASPECT VIEW SETTING S SO ASPECT BETTER 

Hold mouse over the questions to get a guide of how to answer 

Comments 
this is 1-2 sentences on the performance in the call 
REVIEWERS COMMENTS 

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Once logged in, you will need to select Assessments > immediate (If you dont see this then ask your manager to set up ) 






Once selected you will see this screen,   



Select scorecard and click next step.
You will then get to this screen,


Select JJ Auto Sales, then next step.
Which will bring you to selecting staff member.


Select staff member you wish to review and click next step.

You will now be on the assessment screen.



To review a call, click Attach a recording link at top center of form.
This will then open a pop up box with the recording search. Here is where you can search via time, date etc. for the selected candidate and view recording.

You then attach call you will be reviewing. You can watch/listen to recording from the same screen. (double click to enlarge video)
Attach the call 
then download and then listen 




Once completed, hit submit. It will take you to one final screen

This is where you can write comments regarding the call. Any suggestions, or links to guides can be put in here.

Once done, click save.
This is then saved and put into staff members view for them to look at.
They have the option to write a reply comment or disagree with the way call was scored.

Then go to next call to review 
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SUMMERY OF STEPS 
Do from internet explorer inside jj login  - shut down other browsers on your remote session
Assessments- immediate 
Select scorecard- scorecard - next step 
Select user -Next step 
Attach a recording  search i.e yesterday  i.e inbound AVI , over 1 minute -OK 
Download - open 
Double click to make full screen 
minimize recording screen and fill in call report 
If unsure can listen again 
Submit 
fill in assessors comments of the call - your opinion 
Save 
Click on assessors display and move to next call and repeat 


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NOTES 

BEFORE YOU DO THE ASSESSMENT YOU NEED TO HAVE SET UP THE ASSESSMENT QUESTIONS 


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FAQs

Why I can't hear any sounds from call recording?
      Make sure your headset cables are connected properly. You may need to unplug and re-plug it to make sure
      If that doesn't work still, try restarting both local and Anydesk PC and try again. If still doesn't work, ask help from manager.