Day 11 : Dialer – Agent Side

📘 Lesson: Dialer – Agent Side 

🎯 Objective 

To provide agents with a complete understanding of how to use the dialer system effectively, including login process, call handling, features, and compliance best practices. 

🔑 Lesson Content  

1. Agent Login & Dashboard Overview 

·       How agents log into the dialer (credentials, interface). 

·       Dashboard view: call status, queue status, available features. 

·       Importance of logging in/out correctly for reporting accuracy. 

2. Call Handling Process 

·       Inbound Calls 

o   How to accept, transfer, or put calls on hold. 

o   Customer greeting and verification steps. 

·       Outbound Calls 

o   Auto-dial, predictive dial, and manual dial options. 

o   Call script guidance and tone of communication. 

·       After Call Work (ACW) 

o   Notes entry, tagging, disposition marking. 

o   Wrap-up codes for accurate reporting. 

3. Dialer Features for Agents 

·       Call recording (auto/manual initiation). 

·       Call transfer (warm/cold transfer). 

·       Conference call option. 

·       Voicemail drop. 

·       Click-to-call and redial. 

4. Performance Monitoring (Agent Perspective) 

·       Real-time stats: call count, talk time, idle time. 

·       Targets vs. Actual performance tracking. 

·       How agents can self-improve using call logs and feedback. 

5. Compliance & Best Practices 

·       Do’s 

o   Always follow call scripts where required. 

o   Be polite, clear, and professional in communication. 

o   Tag calls correctly for reporting accuracy. 

·       Don’ts 

o   Avoid disconnecting without resolution. 

o   Don’t misuse transfer or conference features. 

o   Never skip after-call work. 

📝 Example Scenario 

Agent receives an inbound call: 

1.       Greets customer → verifies account. 

2.       Resolves query → if needed, transfers to L2 support. 

3.       Updates call notes → selects correct disposition. 

4.       Marks ACW complete → ready for next call.