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6261.m4aThis is an audio walkthrough of this lesson. Feel free to listen to this as you move through the lesson!
About Bub-Z:
About Bub-Z:
Bub-z is a company that sends out "Pre-Selection" letters.
You may already be familiar with these types of letters, or marketing flyers.
Examples can Include:
Scratch Off Flyers
Key Flyers
Our Role
Our Role
Callers will receive a mailer, scratch off, or a letter stating they have been pre-selected for an auto loan or an offer to ‘buy back’ their current vehicle.
We are the initial contact line for pre-selections. We will collect the information requested in the script to schedule an appointment at the dealership. Even if no appointment is scheduled, THE WEBSITE MUST STILL BE UPDATED WITH ALL APPLICABLE INFORMATION INCLUDING CALL CATEGORY AND NOTES REGARDING THE CALL.
We should never state that the caller has been "Pre-Approved."
We want to use the term "Pre-selected."
Frequently Asked Questions:
Frequently Asked Questions:
Call Handling:
Call Handling:
This account has a lot of call specific handling. We will be going over the general process to handle these calls.
You will need to utilize the buttons and view instructions button on this account since the process is very modular depending on which subaccount the call comes in on.
There are a few things that will be universal across the accounts. The first is the opening screen.
When the call first comes to you, you will hear a recording giving you the caller's name.
You will enter the name into the field and select "Next Screen." When you click the button, it will connect you to the caller.
If you don't hear a recording or you can't make out what it's saying, click the button "Click if no recording/Can't hear name."
You may see a process beginning to form here. The name of the game on this account is buttons.
If we were unable to hear the recording, this is the scripting that we will be presented with.
We'll be asking the caller themselves for their name then we will proceed as normal.
If we were able to gather their name from the recording, then we will just be introducing ourselves as the approval hotline from the dealership.
Note: We mentioned the buttons and you'll notice that there's a lot of them at the bottom of each screen. Click on these whenever the caller mentions the topics represented on each button or to simply progress in the script.
They will give you scripting to either help you progress in the script, or to close the call.
After we've connected to the caller, we will see a screen like this.
We'll be asking for the invitation code off the mailer that they received. Callers will be calling the number off of the mailer in order to reach us, so they should have it in front of them.
We will then have red scripting to ask for an email address.
After gathering and confirming, we'll have more red scripting letting them know that there has been a request for lending submitted on their behalf. We'll then ask them when they would like to set up an appointment.
After we gather the appointment time, we'll be proceeding in the script to this page.
It will give us a button to launch the client's website and give us the caller's name and invitation code that we just gathered.
Website Instructions:
Website Instructions:
Important Note -
We will be accessing the website on all calls even when the caller does not want to schedule. Make sure to follow the instructions here very carefully!
Once you click "Launch website," you'll be presented with this screen. Please copy and paste the credentials you were presented with in the script and click "Secure Sign In."
After it logs you in, you will be presented with the client's home screen.
This is the home screen for the client.
It will show a lot of data for their recent calls, but we will not be clicking on any of that.
We will navigate to the top of the page in the blue bar and click on "Contacts." A zoomed in picture of the bar is shown below.
We will be clicking on Contacts here in order to proceed to looking up the caller.
Callers may need to be found based on either their name or their caller ID phone number. Remember, the easiest way to find the caller on the site is by using the timestamp filter to sort to the most recent.
Once we've found the caller, we will be taken to their contact form. We will update all of the information that we have into this form.
Reminder: The accounts instructions may change depending on the account, so make sure to read all of the instructions here carefully.
Call notes will go in the "Contact Details" notes.
Appointment times go in the red circled box.
Once we have added all of the necessary contact information, we'll click "Make appointment" at the bottom of the page and enter in whatever date they gave to us earlier.
Then we'll click on the drop downs of "Category" and "Category 2" before selecting what the outcome of the call was. Think of this as our resolution boxes from earlier accounts.
Press Save and you're done on the website!
Note: You will be choosing a resolution here regardless of if the caller wanted to schedule or not. Choose the appropriate outcome of the call.
If there are no login credentials for the site or if the listed credentials do not work when copy and pasted, the campaign is no longer active. We will use the "Campaign Not Active" button seen here in order to proceed.
Now you're totally done on the client's website! We will return to the script and select the appropriate resolution.
You're done!
Video Example from the Client:
Video Example from the Client:
You can view the refresher video below that was sent from the client to explain how they would prefer us to handle this account and the different scripts we handle. If you are unable to view the video in the Intranet please copy and paste it to another browser to view: https://drive.google.com/file/d/198gBBs08goH_K5sFePPQfg2jyYa_QzjY/view
Updated Refresher- Training.mp4Evaluation:
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