NEC PHONES - GUIDE FOR HOW JJ STAFF USE THE SYSTEM

NEC PHONES - GUIDE FOR HOW JJ STAFF USE THE SYSTEM




It starts with the Preparation /Set up 
Before the call rings have you pinnacle open 
short cuts on task bay 
day sheet prepared 

Set up attach phone card to your phone 
This shows your login groups and the group names so you know which group the customer selected 




Business Guides

As a general guide we want 2 sales agents IDLE ready to take calls for main popular groups  

( To check this view monitor 

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FAQ


I have taken a call for other sales staff but they are on call or off duty (their light is solid red )

SEE VIDEO


PRESS THE PERSONS EXTENSION - FROM TOP DISPLAY SELECT VMsg BUTTON FROM DISPLAY


We dont want calls to get mixed up so better that one person handles their own deals

If its simple action required i.e you are taking credit card details then simple take the details and then pinnacle chat the sales person with the details

If more complex then transfer the call directly to their voice mail


Possible Script

He is just away from his desk i will will transfer you to his phone can u leave a message and he will get back to you as soon as he gets back to his desk

note : we prioritize to answer messages on our phones


if customer doesn't want to do this, then just take details and send the sales person a pinnacle chat


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For Lunch Break should I log out or just go off Duty ?

Always just go off duty that way when you log back on after lunch you dont have to log into all the other groups again

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What if i don't know answers to customers questions ?

Its ok , happens all the time ( this is hard ) but we can't waste call


POSSIBLE SCRIPT

Im not sure about that i mostly work with online team ,

ill transfer you to one of our trade team who can help you , press the available trade team agent , talk to them to explain callers needs ( just enough so caller doesn't have to start all again ) then hang up on the call

Once you hang up the call pushes thru to Agent that you selected 

If we often have same issues then ask trainer to assist and provide/or create training material 


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DIRECT IN DIAL NUMBER (D.I.D) 
Whats that ? each user has a unique phone number assigned to them 
if customer dials that number it will ring @ that agent first , if agent not available it will ring on agents buddys/ trainers  phone , if buddy not available then it will ring with general sales group 

How to I know my DID number ?  - it should be shown on your phone card,if you dont know see your trainer

How is it used ?  - if customer will need to ring back and talk to you then its more efficient if you give them your direct in dial