Navigating Connection
As a Customer Service Representative (CSR), once you've logged into Successware, you'll be able to start taking calls, emails, and SMS texts through Connection. Before you begin taking calls, you'll want to navigate to the Call Handling screen.
Once you have the Call Handling screen open, you can also open up the Connection window.
When you first login, the system will keep you in "Not Ready" mode. Each time you sign in, you'll need to click the "Ready" button. You can choose to join some or all of the available queues, and your choices will be saved for the next time you login.
In Connection, there are also two different options for your availability. If you need a break from customer conversations for any reason, you can change your Availability indicator to Away. This will remove you from all queues until you change your Availability indicator back to Available.
Conversations with Customers
Once you've marked yourself as Ready, you'll be available to engage in conversations with customers over phone, email, or SMS text.
Taking Call Conversations
Phone calls will be directed to anyone who joins the phone queue. Once a call is in your queue, it will appear in the Conversations subtab. When a call is directed to you, you may accept or decline the call. If you decline the call, it will be directed to the next customer service representative.
The call will be sent to each CSR in turn, leaving it available for 10 seconds before moving to the next CSR.
If you accept a call, you will see several buttons available while the call is taking place. These include:
- Conference - Creates a conference line so multiple parties can join
- Join - Allows a Supervisor or Admin to join the call
- Hold - This will place the caller on hold
- Mute - This will mute your audio
- Hang Up - To end the call
There are icons on the right side of the screen that will allow you to review the conversation history, pull up known information about the caller, and make notes about the call.
After a call is ended, the Wrap-Up option is shown next to the customer's phone number. CSRs are considered to be in Wrap-Up after the call is finished, and they won't immediately be placed back into the queue.
When you are finished, and ready to be placed back in the queue, click the "Close" button.
Reviewing Email Conversations
Emails will be directed to anyone who joins the email queue. Once an email is in your queue, it will appear in the Conversations subtab.
Once you accept an email conversation, you'll see several options available below the email message.
- Reply - Sends a message back to the customer
- Forward - The email can be sent to a 3rd party
- Mark as Pending - This indicates that the CSR is waiting for a reply
- Mark as Handled - This will start closing out the conversation
When replying to an email, your response can be saved by clicking the Save button. This will save a draft of the email. CSRs can also choose to send the email, or close out the draft.
After an email has been responded to, the Wrap-Up option is shown next to the customer's name. CSRs are considered to be in Wrap-Up after handling an email, and they won't immediately be placed back into the queue. The reason is, the system assumes that CSRs will need some time to update customer records if needed.
When you are finished, and ready to be placed back in the queue, click the "Close" button.
Responding to SMS Text Conversations
Texts will be directed to anyone who joins the text queue. Once a text is in your queue, it will appear in the Conversations subtab. Customers can use SMS text messages to start a conversation. If a text conversation is assigned to you, it can be Accepted or Declined.
For SMS texts, any Previous Conversations are visible to CSRs by clicking the Previous Conversations link.
After a text conversation has concluded, the Wrap-Up option is shown next to the customer's phone number. CSRs are considered to be in Wrap-Up after the conversation is finished, and they won't immediately be placed back into the queue.
When you are finished, and ready to be placed back in the queue, click the "Close" button.
Picklist
The Picklist will allow agents to see who is in the email and SMS text queue. The Picklist is useful when there are large numbers of people in the queue, by allowing a CSR to select the conversation they want to pick up.
The Picklist is only for emails and SMS texts. Phone conversations are not used in the Picklist.
Outbound Calls
CSRs can also make outbound calls from within Successware Connection. CSRs can either click on the dial pad icon to manually type out a number to call, or they can use the directory to contact people directly.
Reviewing Recorded Calls
Supervisors Admins are able to review phone calls placed through Connection. In order to listen to a phone call, you will need to specify your reasons for reviewing the call.
Steps to review recorded phone calls:
1. Navigate to the Conversations subtab and click on the Conversation History option on the right side of the screen. It looks like an image of a person in front of a clock, as shown in the screenshot below.
2. This will bring up the details of the conversation, and a recording of that call. Click the Play Recording button.
3. In the pop-up box that appears, specify the reason you are listening to this recorded call.
4. Click the Play button to listen to the recording. Your reasons for listening to the recording will be attached to that call record.
Agent Guidance
If you are having trouble with a conversation, you can ask for an Admin's assistance. Clicking into the "Check Availability" field will allow you to search for available Admins. If you find an Admin, you'll just need to click on the Agent Guidance link to start a chat.
Along with the chat feature of Agent Guidance, CSRs can also transfer a call.
By typing into the "Check Availability" field, CSRs can search for available Admins. Next, click the Agent Guidance to be connected via chat to an Admin.
Using Connection in Successware
When using Successware Connection, it helps to have the Call Taking screen open in Successware Office. This allows you to record and schedule the job in Successware.
To begin filling out the information for the call, start by adding in the reason the customer is contacting you. When using Connection, the Source Type and Source are automatically filled in based on their lead generation in Successware.
From there, you can schedule and dispatch the job as normal. Right click up top and choose End/Close when you have filled out the required information.
Looking for a more interactive course on Connection for CSRs? Check out our Learning Management System (LMS)! Our courses are available to all Successware users. If you don't have a sign-in for our LMS, contact us at training@successware.com for a free account.