Goodbay works with its clients to understand the call volumes and the call expectations so that the training, staffing and launching of the project is accomplished smoothly.

Project Implementation Procedures: Call Expectations and Segmentation

Expected Calls Volumes & Staffing

• First, Goodbay and the client discuss and determine the expected daily call volume and the average time taken per call. This would be used to establish Goodbay' staffing requirements
• The calls and the staffing can be based on the client's actual in-house volume or can be estimated based on other evaluated factors
• Goodbay would then finalize the number of agents required to appropriately perform the work, their work timings, skill set, and background. We would also discuss any irregularities in call volume e.g. seasonal call highs and lows, daily spikes etc.
• Based on the above requirements, the Goodbay IT team will set up the internal call routing based on priorities, agent skill sets, and number of agents

Call Segmentation

• We segment out the daily incoming calls and then identify the purpose of the call for each segment
• This exercise is helpful because it allows us to set expectations for the agent and also helps clarify exactly what training is required for the Goodbay agents
• An example of this Call Chain Segmentation is given on the right

For each call segment, Goodbay will understand the details involved to make every call successful and drive customer satisfaction

Project Implementation Procedures: Process Flowchart for Each Type of Call Segment

• Goodbay will work with the client to establish a flowchart on the call flow for every type of incoming call. It is important not only for the agent to clearly understand the types of calls coming in, but also the procedure to follow & the results expected out of each different type of call
• The creation of this flowchart is done with the help of the client. Once the finished call flow is laid out, this will again be discussed with the client to ensure both sides are clear on the expectations of a successful call
• Documentation provided by the client on the types of calls and the appropriate answers would be helpful at this point in laying out the flowchart
• Client can also send Goodbay sample recorded calls - this will quickly give our agents a better understanding of the expectations for each call
• For each call, we would identify the objective of the call, the appropriate greeting, the typical questions asked, the requisite knowledge required to address the question (useful for training purposes), the necessary system required to access any data to answer the question, and the typical answers that will satisfy the caller
• In addition, for each call type, we would identify any next steps required for agent after the calls e.g. does anything need to be emailed/faxed to the caller or to the client? Does the caller require a call back & further follow-up?
• We would also establish any escalation procedures in the event that agent is not able to handle the call i.e. to whom should the escalation be sent at client site, and do different topics require escalating to different people? We would identify the appropriate response to caller when he/she is being escalated, and the expected turnaround time for a resolution. It is also important to identify a procedure for what to do in the event that the caller has not got his/her issue resolved by the escalation department and gets upset and calls back.
• These processes will help Goodbay agents handle all calls in the most efficient and effective manner for the callers. This process will also help clarify which further areas Goodbay can be trained on in order to reduce escalations and maximize First Call Resolution Rate (FCRR); ultimately improving customer satisfaction
• After the call, the agent will log the caller data, and the final disposition e.g. was the issue resolved, was it call escalated, and if so, why? This will help both sides better improve the processes and deliver a higher level of service to the caller

Goodbay uses the call segmentation data and flowcharts to drill down and thoroughly train its agents on client projects. Clients are involved during training and it is an interactive process.

Project Implementation Procedures: Agent Training

• Once all types of calls have been identified, and there is a clear flow and expectation for each of the call types, we have the framework to conduct an efficient and accurate training process
• There first has to be the basic training on the company, the callers, and the general nature of the calls. Most of this data can be shared via existing documents on the company, sent by the client, and through a detailed review of the client website
• After the basic training, the Goodbay team needs to learn all the details of the call types, the questions that will be asked and the appropriate response. The call segment and flowchart data will be used. For each call type the expected questions will be discussed, and one by one Goodbay and the client will discuss how to appropriately answer that question and how to access the correct data to answer that question. This drill down training can occur via conference call or in person with the client
• During these training sessions, Goodbay will record the calls with the client for future refreshing and training purposes. All conversations will be documented and the Goodbay team will start to develop a deep understanding of every type of call, the outcome required, and the knowledge/data-access required to accomplish a successful call
• Clients are also encouraged to send Goodbay as many sample recorded calls as possible, as this will help expedite the training process. Any existing materials on the company and FAQs would also be useful
• Throughout the entire training process, a Goodbay Team Leader will be involved in learning all the details for the project and will assist in the training of the agents. He/she will also be a liaison for both sides - to raise topics brought up by agents during calls back to client, to handle internal escalations, to oversee reports, to work with the QA dept to ensure proper handling of the calls, and to be on call for additional training & feedback from client to ensure dissemination of new data to agents
• Once processes and expectations and call details are established, and the agents are familiar with the calls and how to approach each question, the Goodbay team can conduct mock-call role plays with the Client team. During these calls, the client can tweak the Goodbay agent's approach to calls, and offer guidance on how to make any improvements. This is the practice ground. Such mock calls can be conducted with the Team Leader and the core agents who will handle these calls. For larger projects Goodbay will conduct its own mock calls in the event that the client cannot speak to every agent. All improvements and feedback suggested by client will be documented.
• A Living Document will be maintained for each client account. It will house all data on the Client Company, all company call details, typical questions, appropriate responses, and will be a data repository for new updates from the client. This allows Goodbay to continually refresh existing agents, and train new agents. The client need only train Goodbay once. Thereafter, all ongoing training and growth will not require any further basic training. We do highly advocate regular conference calls between our two groups for new updates.
• Once the Goodbay team has learned all the processes and details, the agents will take a few days to practice and memorize all the necessary data. Then the Goodbay team and the client can have one more training session where the agents will demonstrate to the client their full knowledge. Mock-call role-plays will once again be conducted, but this session will be more as a demonstration of knowledge rather than a learning step. Once the client approves the quality and the knowledge base of the Goodbay agents, during this call, the project is ready to be launched.

The IT set up, training and implementation will be handled by the Goodbay IT staff and will be done concurrently with the agent product knowledge training.

Project Implementation Procedures: IT Rollout & Implementation Procedures

• Normally during the training, computer training into the client's systems will happen concurrently with the product knowledge training, as the system is usually required to pull up data and answer the questions. Goodbay agents will pull up the system on their screen and the client can walk through how to access the necessary data in real-time with the Goodbay agents
• For every agent, the client should issue a log-in ID and password as if our agents were sitting at the client site. If access to the system is not a simple log-in onto a website, Goodbay can provision a VPN access directly into the client's site and proprietary software
• During the training process, Goodbay will issue a toll-free number to the client, and together they will agree on forwarding procedures, including any menus to set up, specific greetings, call priorities, etc.
• Clients have the option to forward their incoming calls to our toll-free number, or publish our toll-free number directly on advertisements or websites and have calls come directly to Goodbay
• At this stage, clients can also articulate their reporting needs and what data, if any, in addition to the standard reports, are required
• From the date the client signs the Services Agreement, Goodbay will require two to six weeks to launch the project, depending on the size and complexity. This will include all agent training, IT rollout, call routing and launching handling live calls