PAUSE BUTTON:

LOGOUT - END SHIFT

SIIMPLY HOW WE LOGOUT AT THE END OF OUR SHIFT

LOGOUT - TECHNICAL ISSUE

THIS IS YOUR LOGOUT BUTTON FOR EVERYTHING ELSE

PAUSE - LUNCH
PAUSING FOR OUR LUNCH TIME

PAUSE - TRAINING
PAUSING TO COMMUNICATE WITH VERSATEL

*******************************************

50 STATES:
https://www.youtube.com/watch?v=VbBoHLxov-E&t

*******************************************

DISPOSITION:

TWO TYPES OF DO NOT CALL (DNC & DONT CALL) CUSTOMERS

SIMPLE DNC's

Put me on your DO NOT CALL list

DNC my number please
DONT CALL me again
STOP CALLING me
REMOVE ME from your list
TAKE ME OFF your list
(ANY DIRECT DEMANDS FOR THE CALLS TO STOP)

NO FURTHER ACTION ON THESE. JUST ACKNOWLEDGE "No problem. I'll take care of that.
Have a nice day", MARK, AND MOVE ON.

MANAGER DNC's

Unfortunately, I cannot connect you to a manager at this time. However, one will be
calling you shortly. Have a great day.

(HANG UP IMMEDIATELY)

COPY AND PASTE THE CUSTOMERS FIRST AND LAST NAME WITH A DASH AND THE WORD "MANAGER"
DIRECTLY TO VTEL HQ

EXAMPLE: Paul Smith - MANAGER

ONCE YOU HAVE DROPPED THIS INFORMATION, GO RIGHT BACK TO THE DISPO PAGE AND MARK AS
"DO NOT CALL"

*******************************************

Pregnancy and Surgery – This is for any of your 5B knockouts. Anytime you receive a
YES answer to 5B, it is an immediate knockout and you would mark with this
disposition.

Wrong Number – Any call that starts off with the customer telling you that YOU HAVE
THE WRONG NUMBER will still require a push from us by redirecting our opening like
this “Okay, well are YOU insured now?”. All of these will be marked as WRONG NUMBER
unless they become a CALLBACK, a TRANSFERRED CALL, or a DO NOT CALL. In which case,
you will have to mark them as such.

*******************************************

4 Steps to Setting CB

- Click CALLBACK dispo bubble one time.

- Input some comments to make sure you know how to re-engage the customer later.
- Click the dropdown box next to SET CALLBACK TIME which opens to a calendar.
Select the day, the hour, and the minute of when you need the reminder to show up.
- Click save changes and move on.

4 Steps to Calling Back Later

- When your CB REMINDER pops up on the bottom right of the screen, it is time to
place yourself in a PAUSE-CB in the top right of the dialer.
- Click the customers information which was brought to you in the pending callbacks
box.
- Review the comments you left for yourself, which pop up automatically, and once
you are familiar again with this customer, close the comments box.
- Click the GREEN PHONE icon next to the customers number on your screen.

RE-ENGAGE

RE introduce
RE mind
RE turn

Hi Paul this is Sam CALLING BACK about your recent request for affordable
healthcare.

That's right Paul. You told me that you could begin in the next 30 days. Is that
correct?

*******************************************

Google Image Search: Time Zone Map of the United States

PT: +3
MT: +2
CT: +1
ET: +0

*******************************************