✅ This time, through this Administrator Manual, we will show you all the management and configuration options that the administrator account covers ✌🏻. If you want to manage 100% the functioning of your administrator account, this manual will be your best ally! 🚀
HOW TO ACCESS THE TELEMARKETING SOFTWARE PLATFORM?
Access the platform by entering the username and password.
WHAT WILL WE SEE IN THE HOME TAB OF THE TELEMARKETING PLATFORM?
The HOME tab will open where you will find the list of the last calls pending to be called back by the operators. In the listing you will see the following information:
– The database to which that contact belongs.
– Contact information: name, phone and town.
– The date on which the last result was dialed after the callback was made and its result.
– The operator who made that call.
– The date you first contacted him.
HOW TO CONFIGURE THE ADMINISTRATION SECTION OF THE TELEMARKETING PLATFORM?
Under ADMINISTRATION we will find several options.
HOW TO MANAGE THE USERS OF THE TELEMARKETING PLATFORM?
We find the list of all the operators that we have in the software, we can see if the account is active or not, the total of assigned, contacted and contracted contacts of the total of all the campaigns that each operator has assigned.
If we hit EDIT, on a particular operator, we can change its data, such as:
– E-mail address. If the operator has a company corporate email address it can be associated to it by entering it here.
– User name (it is the one with which you access the platform).
– User name (it is the one with which you access the platform).
– Name (this is the name under which the operator will appear in the software).
– Status: active, so that the operator can register and make calls, and blocked, when you do not want to allow access to the platform to the operator.
– Workday (the total number of hours per day that the operator will work).
NOTE: When we make any modification we must re-enter the password that the operator had and confirm it before saving any modification made to the user.
How TO MANAGE COMMERCIAL CAMPAIGNS ON A TELEMARKETING PLATFORM?
We find all the campaigns created and we can create new campaigns. In the already created ones we see the total number of contacts that the campaign has, how many have been assigned to the operators, how many have been contacted and how many have accepted (have contracted the service offered by the operators).
1. EDIT CAMPAIGNS: by hitting edit at the end of each campaign, we can modify the name of the campaign, who can manage the campaign and if we want the campaign to be with automatic or manual calls.
* Campaign with automatic call dialed: the calls are launched automatically when the operator starts the campaign and after typing the result and saving it, it jumps to automatically call the next contact.
* Campaign with automatic calling without dialing: when the operator starts the campaign he must manually hit call to the customer and when the call is finished and the result is typed and saved, he must manually move to the next contact.
2. CREATE CAMPAIGN: to create a new campaign just click on CREATE NEW MARKETING CAMPAIGN. Next, we have to indicate a title (the name we want to give to the campaign), mark with automatic calls or not, select the administrators who can make modifications to the campaign and SAVE.
HOW TO MANAGE THE DATABASES OF A TELEMARKETING PLATFORM?
.We find all the databases we have created and, in addition, we can see which campaign they are associated with, how many contacts they have, how many have been distributed among the operators (assigned), how many have been contacted and how many have contracted the services.
1. EDIT DATABASE: by hitting edit at the end of each database, we can modify the database name and leave the database active or deactivate the database.
* Database status checked ON: allows the software to use it to make calls and redials.
* Database status unchecked ENABLED, does not allow the software to use it for making calls and redials.
NOTE 1: The same campaign can have several associated databases, but the same database cannot be in several different fields at once.
NOTE 2: If the campaign is with automatic dialing and you have contacts pending to redial and you are not going to use that Database anymore, we recommend that you deactivate the database so that the redials will not be triggered automatically.
2. CREATE DATABASE: to create a new database just click on CREATE NEW DATABASE. Next, we have to indicate a title (the name we want to give to the database), select the campaign to which we want to associate it, leave it marked as ACTIVATED to be able to use it and SAVE.
HOW TO IMPORT FILES TO A TELEMARKETING PLATFORM?
From here, first, we must select with the drop-down the database in which we want to load the contacts and then select the file which we must have saved in .XLS format (version 97-2003). Once the correct file is selected, click on BEGIN IMPORT.
When preparing the database in the EXCEL, it must be clean of drawings and symbols ($##}ç{[]^<>*=-€¬|/™-®©) and the telephone numbers must be without prefix (+34), without period and without spaces. In addition, the information must be placed following this template:
The mandatory fields to fill in are: Phone, Name and Address. If you do not have the name or address put the word “name” or “address” depending on the column in which it corresponds.
HOW TO MANAGE THE PROCESSES OF A TELEMARKETING PLATFORM?
It allows us to take a database already loaded by selecting it with the drop-down and: distribute it among 1 or more operators, transfer contacts from one operator to another, unassign (remove) contacts from a database to an operator, change the results of the contacts of a database to reuse them, transfer contacts from one database to another, export the file of a database already worked to have it on the computer, …
1 SPLIT: to split a database among the desired operators (1 or several). We select the database we want to distribute and the REPARTIR process. If we leave the value split at 0, the split will be equal and all operators will have the same amount of data. Then we will select the status of the contacts we want to split. When it is a new database, we will always mark UNCALLED and with UNASSIGNED status. Finally we must select the operator/s that are going to work those contacts and click on PROCESS.
PROCESS.
2. PASS: to transfer the contacts from one operator to another. We select the database and the PASS process. If we leave the value deal to 0, all the contacts that a particular operator has in a particular database will be transferred. Then, we will select the status of the contacts we want to transfer, the source operator (the one that has the contacts) and the destination operator (the one we want to pass them to). And, finally, click on PROCESS.
3. UNASSIGN: to remove contacts from a database to 1 or more operators. We select the database and the UNASSIGN process. If we leave the value deallocate to 0, all the contacts that the operator has in the selected database will be removed (unassigned) to the operator. Then, we will select the status/s of the contacts we want to unassign and the agent/s we want to remove those contacts from. And, finally, we will PROCESS.
4. CHANGE RESULTS: to change the results typed by the operators to be able to use them again. Select the database and the CHANGE RESULTS process. We select the status we want to change (drop-down WITH STATUS) and the one we want to have (drop-down TO STATUS). And finally, click on PROCESS. For example, change the contacts with status ABSENT to the status NO CALL or RECALLED.
5. PASS TO ANOTHER DB: to move the contacts from one database to another. Select the database and the process PASS TO ANOTHER DB. We select the state(s) we want to move to the other DB, then we select the DB we want to move them to and hit PROCESS.
6. DELETE: to delete all the contacts that have an associated database. Select the database and the DELETE process. We select the state/s that we want to delete from the DB and we will give PROCESS.
7. EXPORT FILE: to export all the contacts (with their call records and operator remarks) that a database has. Select the database and the EXPORT FILE process. We select the status/s that we want to export from the database, the status/s of the contacts, if we want to export contacts assigned to operators, unassigned or all of them and click on PROCESS. If we leave in the quantity field the value 0, all of them will be exported.
NOTE: The file will be saved in ZIP format.
HOW TO SET UP THE MANAGEMENT SECTION OF A TELEMARKETING PLATFORM?
Under MANAGEMENT we will find a drop-down with several options to see the work of the operators.
HOW TO MANAGE THE CONTACTS OF A TELEMARKETING PLATFORM?
Allows you to search for contacts by applying filters and/or accessing the database, and CREATE NEW CONTACTS manually. When you click on it, you will get a form to fill in with the customer data. The required fields are: phone 1, name, address, database, assigned to (operator who will work that contact), result (put without calling) and hit SAVE.
If you go into a specific database, you can see all the contacts it has loaded, the results of the calls, the operator to which it has been assigned, … And if you go into the contact, you can modify the data.
If we hit EDIT, more fields can be filled in or existing fields can be modified for updating.
HOW TO MANAGE CALLS WITH A TELEMARKETING PLATFORM?
We get a record of all the calls made. From the filter we will be able to search the calls by operator, by specific date, by result, … and click APPLY. In addition, we can download the recording of the call.
If today is 03/26/21 and we want to see yesterday’s calls, in the filter we have to put from 03/25/2021 to 03/26/2021.
HOW TO MANAGE PAUSES ON CALLS IN A TELEMARKETING PLATFORM?
All the breaks taken by the operators when the campaign is in automatic mode are recorded. In it we see the time they have stopped, the reason, the date the break was taken and the operator who took the break. In addition, we can filter by specific days and by operator.
HOW TO MANAGE MY CALLBACKS ON A TELEMARKETING PLATFORM?
Since administrators do not make calls, they will not get any contact listings here.
HOW TO MANAGE MY CALLBACKS WITH A TELEMARKETING SOFTWARE?
Displays a list of contacts pending to be called back by the operators. In it we can see the name of the client (title), its population and telephone number. In addition, it shows the day the first call was made (result date), the result obtained, which operator contacted and the day and time it is scheduled to call back (redial date).
If we click on the name of the contact, it will automatically make the call (if it is a contact from a database with automatic calls) or it will show us the client’s file so that we can call him/her (if it is a contact from a database with manual calls).
How TO MANAGE THE COMMERCIAL PORTFOLIO WITH A TELEMARKETING PLATFORM?
In COMERCIAL we will find a drop-down with 2 options: DATES and CALENDAR.
HOW TO MANAGE APPOINTMENTS WITH A TELEMARKETING PLATFORM?
All the appointments registered by the operators will appear. We will find a filter that will make it easier for us to search for contacts. We can filter by:
– Date of appointment: the day that contact has been appointed.
– Appointment date: the day on which the appointment with the contact actually took place.
– Title: the name of the client/contact.
– Salesperson: the salesperson who has been quoted with the client.
– Result of the appointment.
HOW TO MANAGE CALENDAR IN A TELEMARKETING PLATFORM?
It shows all the appointments made by the operators on each day of the month. In it we can see the operator who made the appointment, the salesperson to whom it has been assigned and the time of the appointment.
If we click on the quote we can edit the quote, delete it, see what type of quote it is and the contact with whom the commercial is to be quoted. The name of the contact is a link to the customer’s own file in order to collect their data.
HOW TO MANAGE MY ACCOUNT ON A TELEMARKETING PLATFORM?
In MY ACCOUNT we will find with several options: PROFILE, SCRIPT (optional) and LOGOUT.
HOW TO MANAGE MY PROFILE ON A TELEMARKETING PLATFORM?
It shows us all the data that was filled in our user account. The required fields that will appear are:
- Name. Administrator
- Phone/switchboard extension: 200
- User type: administrator
- Maximum number of agents: the total number of agents/operators and salespeople we have registered in the software
If we hit EDIT it will take us to the account so we can modify the desired fields or add more information. But be careful that the password you will have to put it again and confirm it.
HOW TO MANAGE SCRIPTIONS IN A TELEMARKETING PLATFORM?
This is an optional tab. It will only appear if you have requested it. A script or speech will be accessible to all users who can access the platform. It will open in a new tab so as not to hinder the operators during the call and so that they always have it at hand to follow the script.
To be able to have it, you have to follow a few simple steps:
1. You will need to log in to https://docs.google.com/document/u/0/ through your Google account.
2. Click on create a blank document.
3. Enter the script to be followed by the operators during the conversation.
4. Click on the “SHARE” button at the top right
5. In the window that appears, at the bottom right click on copy link
6. Send this link to soporte@gesditel.es requesting the incorporation of the script in your telesales software.
1st and 2nd
3rd
4th
5th
HOW TO LOGOUT?
As soon as we click on it, it allows us to log out of the account when we have finished the working day. If we want to log in again, we will have to re-enter the user and password.
HOW TO DELETE DATABASES IN A TELEMARKETING PLATFORM?
In order to successfully delete a database, you must first remove all of the contacts in that database. If we want to keep those contacts for use in another campaign, we can always make a transfer of contacts from one database to another. (YOU WILL FIND THIS PROCESS IN ADMINISTRATION => PROCESSES => TRANSFER DB).
If on the other hand, we do not want to keep the contacts, we will have to delete them from the database (YOU WILL FIND THIS PROCESS IN ADMINISTRATION => PROCESSES => DELETE).
Once we have the database with 0 contacts, we will go to ADMINISTRATION => DATABASES, we will look for the database that we want to eliminate and we will give EDIT. When having it empty of contacts, it will allow us to eliminate it and in the superior part it will leave us ELIMINAR.
If we hit DELETE, it will ask us to reconfirm the operation. Hit DELETE again and it will be completely removed.
HOW TO DELETE A COMMERCIAL CAMPAIGN ON A TELEMARKETING PLATFORM?
To delete a campaign, you must first delete the database(s) it has integrated. (YOU WILL FIND THIS PROCESS IN DELETE DATABASES). When you have it, you must go to ADMINISTRATION => COMMERCIAL CAMPAIGNS and look for the campaign you want to delete. Click on EDIT and it will now show REMOVE at the top of the screen.
If we hit it, it will ask us to confirm the operation. We give it DELETE again and the campaign will be completely removed.
MÁS INFORMACIÓN