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Editor: Sri Siva Date: 11/28/2006 Change:
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Module ObjectivesThis module explains how to use the CallTracker tool to correctly record information about all inbound and
outbound calls, including customer inquiries and transactions.
By the end of this module, you should be able to:
• Explain the purpose and use of CallTracker.• Use CallTracker to correctly record a Service Center inquiry or transaction.• Identify when to use CallTracker during the call.• Identify the functions performed using CallTracker.
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Module ObjectivesIntro to CallTracker
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Tool Overview Diagram
Tool Overview Diagram
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Intro to CallTracker
Roll your mouse over the parts of this diagram to learn more.
You are here
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The Service Center Tool Diagram is an interactive chart that will show the workflow of systems tools and
where you currently are in the Hewitt learning course map.
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Lesson Overviews
Logging a Call
What is CallTracker In this lesson, you will learn about the CallTracker tool and when and why you will use it in your job.
In this lesson, you will learn how to use CallTracker to record information about the customer calls you are receiving or making.
a
c
Roll your mouse over each of the lesson titles to view a description of what you will learn.
Lesson OverviewsIntro to CallTracker
b
In this lesson, you will learn how to use CallTracker to view and edit previous calls.
Viewing Previous Calls
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Lesson ObjectivesLesson 1
Lesson Objectives
1In this lesson, you will learn about CallTracker. This is a proprietary tool built by Hewitt for Customer Service Associates (CSAs). By the end of this lesson, you will be able to:
• Describe CallTracker.
• Identify when to use CallTracker.
• Identify the functions performed using CallTracker.
• List the benefits of using CallTracker.
Intro to CallTracker
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Lesson 1Page 1
CallTracker is a tool developed by Hewitt Associates to allow Customer Service Associates (CSAs) to record and store information about incoming or outgoing calls.
With CallTracker, you can store and view customer call history such as the topic of the call, comments by you or other CSA’s, the date and time of the call, and any other feedback regarding the tone of the call.
What is CallTracker?
Intro to CallTracker
CallTracker screenshot here?
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Lesson 1Page 2
Click each call mode to learn more.
Intro to CallTracker
CallTracker launches automatically for every secured inbound call.
For unsecured calls, CallTracker launches once you enter the employee ID/SSN and PINon the Person Verify panel in Navigator.
CallTracker should be checked on every inbound call to acknowledge repeat calls.
a
There are three "call modes" in which you will use CallTracker. The three call modes are: inbound, outbound, and research.
a cb
What are the Call Modes in CallTracker?
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Lesson 1Page 2
Click each call mode to learn more.
Intro to CallTracker
CallTracker must be used for every outbound call even if you do not reach a customer or need to leave a message. To launch CallTracker, use Person Verify on the Navigator main panel.
b
There are three "call modes" in which you will use CallTracker. The three call modes are: inbound, outbound, and research.
a cb
What are the Call Modes in CallTracker?
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Lesson 1Page 2
Click each call mode to learn more.
Intro to CallTracker
This is typically follow-up research after a call to find a resolution to a participant's issue. For example, CSAs may review accounts or access other tools to find an answer to a participant's outstanding question.
c
There are three "call modes" in which you will use CallTracker. The three call modes are: inbound, outbound, and research.
a cb
What are the Call Modes in CallTracker?
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Lesson 1Page 3
You will perform three basic functions in CallTracker: logging calls, recording comments, and viewing information entered by others.
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Intro to CallTracker
Log a call:This tool allows you to record what the call is about.
Was the customer callingwith a question about his/her health plan? Did the customer need you to do something?
Record comments:You can type in information about a particular conversation you had with a customer so that you and others will know what the call was about.
View Information:You can view comments entered by either yourself or others including: Caller Type, Call History, online reports and more.
Small animation of a person clicking on a mouse. The person is wearing a headphonePlease include a picture of the computer as well
Small animation of a person typing something on the keyboard. Person is wearing a headphone. Include a picture of the computer
Small animation of a person reading some reports on the
computer screen. The person is pointing their finger on the screen and moving it across to give the appearance that she/he is reading from the screen1
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Click on each picture to learn more.
Functions Performed in CallTracker
Applying your Knowledge - 1 of 1
Which of the following are functions that you can perform using CallTracker? Check all that apply.
Select all that apply and click Check My Answer.
Create emails.
Enter comments about the call so if customers call back with related issues, other CSAs will know what you already talked about.
Log the type of call received.
Lesson 1Page 4Intro to CallTracker
Read comments written by other CSAs about calls they have had with this customer.
Send messages to the customer.
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Lesson 1Page 5
Benefits of CallTracker
Click each tab to learn more about…
Intro to CallTracker
a
You must use CallTracker for every customer call, either inbound or outbound. Consistent use helps both Hewitt and our clients.
Benefits to Hewitt Benefits to the Client
CallTracker helps Hewitt:
• Manage the business better by reporting on the types of calls received.
•Identify opportunities for better customer education. Example: A Hewitt manager might notice we are experiencing high call volume on something we may not have trained on earlier and use these reports to look for improvement opportunities.
ba
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Lesson 1Page 5
Benefits of CallTracker
Click each tab to learn more about…
Intro to CallTracker
Benefits to Hewitt Benefits to the Client
CallTracker helps the clients:
•Learn about their employees’ calling patterns and what subjects are important within their organization.
•Find better communication strategies as related to benefits, HR Services, or events.
Example:
• If the Service Center experiences high call volume regarding a particular topic, the client may include an article in their upcoming newsletter about that topic or do a separate mailing to educate employees on that topic.
ba
b
You must use CallTracker for every customer call, either inbound or outbound. Consistent use helps both Hewitt and our clients.
Applying your Knowledge - 1 of 1
CallTracker provides many benefits to Hewitt as well as to the client. Identify the ways in which CallTracker benefits the client.
Select all that apply and click Check My Answer.
To identify additional learning opportunities.
To learn about their employees’ calling patterns.
To orient new associates with the types of calls they will receive within their role.
Lesson 1Page 6Intro to CallTracker
To formulate communication strategies.
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Lesson 1Page 7
CallTracker allows the Customer Service Associate to:
• Log topics discussed with customers during an inbound or outbound call.
• Write comments about a call with the customer.
• Retrieve call history including repeat calls.
• Access online list of calls handled and logged.
• Indicate the topic you helped the customer with.
Reasons For a CSA To Use CallTracker
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Intro to CallTracker
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Lesson SummaryLesson 1
Lesson Summary – What is CallTracker
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Intro to CallTracker
In this lesson you learned:
•CallTracker is a proprietary System developed by Hewitt Associates for the purpose of
recording and storing information about incoming or outgoing calls.
•CallTracker is used for every customer call, whether it is an inbound or outbound call.
•CallTracker can help you log a call, record a comment and view information.
•CallTracker benefits both Hewitt and the client.
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Lesson ObjectivesLesson 2
Lesson Objectives
1
By the end of this lesson, you should be able to:
• Access CallTracker.
• Identify the various types of information that can be recorded in CallTracker.
Intro to CallTracker
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Lesson 2Page 1
How do you access CallTracker?
Click each tab to learn more.
Intro to CallTracker
CallTracker launches automatically for every secured inbound call received by Call Path.
You can track the call without overriding security.
When you initiate a secured outbound call using Person Verify, CallTracker launches.
a
CallTracker is used for both on-the-phone and off-the-phone work.
a b
On the phone Off the phone
Animation of a phone ringing and a person sitting in front of the computer answers the phone and when the person answers the phone, show the computer screen changing. For example, show a pop up within the computer screen window.
a
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Lesson 2Page 1
How do you access CallTracker?
Click each tab to learn more about…
Intro to CallTracker
When you are doing off-the-phone research, you must launch CallTracker manually in the following steps:
1. Select Person Folder/Open from the Navigator.
2. Enter the Employee ID/SSN.
3. Click the CallTracker button located on the Navigator.
CallTracker is used for both, on-the-phone and off-the-phone work
ab
On the phone Off the phone
b b
1. Select Person Folder/Open from the Navigator window.
2. Enter the Employee ID/SSN.
3. Click the CallTracker button.
Applying Your Knowledge - 1 of 1
Lesson 2Page 2
Click the CallTracker button located on the Navigator.
Step 2
Enter the Employee ID/SSN.
Step 3
Step 1
Select Person Folder/Open from the Navigator.
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ca
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Step Number Step
Intro to CallTracker
Drag the steps below and place them in front of the appropriate step number, then click Check My Answer.
Off-the-phone research involves manual launching of CallTracker.
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Lesson 2Page 3
The Fields Used for Logging a Call
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The Caller field allows you record the type of caller (e.g., employee, manager or HR professional, family member, etc.). The actual value for this field will vary by client.
This information is used in customer surveys to determine customer satisfaction by role. This is a required field.
Intro to CallTracker
Various types of information can be recorded into the CallTracker window as shown in the CallTracker diagram below.
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Click on each highlighted area to learn more.
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Lesson 2Page 3
The Fields Used for Logging a Call
Call Type identifies the type of call. To record the call type, select the appropriate Call Type from the drop down box:
The various call types are:
•Inquiry
The customer is asking a question about his/her account.
•Multi
The customer is calling about multiple issues.
•Problem
The customer is calling about a problem.
•Referral
The customer needs to be referred to another resource.
•Transaction
The customer needs a transaction (event) processed.
Intro to CallTracker
Various types of information can be recorded into the CallTracker window as shown in the CallTracker diagram below.
a
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2Click on each highlighted area to learn more.
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Lesson 2Page 3
The Fields Used for Logging a Call
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Call Mode identifies the reasons for accessing CallTracker:
Inbound
For calls that come into the call center.
Outbound
For calls that are made from the call center.
Research
For research purposes when there is no call involved.
Call Mode allows the client team to track your reason for accessing CallTracker in any given situation.
The default selection is Inbound.
The call mode selection determines how you exit the CallTracker tool. If you are in Research mode, click Cancel to close CallTracker. In all other modes, click Done.
Intro to CallTracker
Various types of information can be recorded into the CallTracker window as shown in the CallTracker diagram below. Click on each highlighted areas to view more information.
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Click on each highlighted area to learn more.
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Lesson 2Page 3
The Fields Used for Logging a Call
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Resolved on First Call indicates that the issue was resolved on the customer’s first call.
•Click Yes if the issue was resolved on the first call.
•Click No if the issue was not resolved on the first call and a follow-up call is necessary.
You may need to wait until the end of the call to decide whether the customer’s issue will be resolved in this call.
Intro to CallTracker
Various types of information can be recorded into the CallTracker window as shown in the CallTracker diagram below. Click on each highlighted areas to view more information.
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Click on each highlighted area to learn more.
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Lesson 2Page 3
The Fields Used for Logging a Call
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Call Topics provides a description of the call based on given topics and sub-topics.
• Topics vary according to the client.
•You must select at least one Call Topic before closing CallTracker.
•To indicate the topics for a specific call:
Select a call topic from the list on the left, if a sub-topic exists, it will be displayed on the right. You must select a sub-topic.
•To remove a topic added, you can use the Remove Topic button located below.
Intro to CallTracker
Various types of information can be recorded into the CallTracker window as shown in the CallTracker diagram below. Click on each highlighted areas to view more information.
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Click on each highlighted area to learn more.
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Lesson 2Page 3
The Fields Used for Logging a Call
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•CallTracker detail should only be used to record information that would be relevant to the client.
•Feedbacks (both positive or negative) provided by the customer can be recorded through CallTracker.
•Follow-up information should be documented using Case Management. You will learn more about the case management tool (Workflow or Siebel) later in your training.
•To enter detail:
1. Highlight a topic you wish to add feedback to in the Selected Topics box.
2. Click on the Enter Detail button to access the Detail window.
3. Enter the feedback related to the topic.
4. Indicate whether feedback is positive, neutral, or negative.
5. Use abbreviations when possible (e.g., ASAP).
Intro to CallTracker
Various types of information can be recorded into the CallTracker window as shown in the CallTracker diagram below. Click on each highlighted areas to view more information.
a
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Click on each highlighted area to learn more.
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Lesson 2Page 3
The Fields Used for Logging a Call
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Self Service Possible indicates that the topic of the call could have been handled through the self-service system (e.g., Access Direct, IVR, or Internet), but were not.
•To put a topic in the self service system,
1. Highlight a topic that could have been self-serviced in the Selected Topics box.
2. Click the Self-Service Possible button. Two asterisks will appear to the right of the selected topic.
Intro to CallTracker
Various types of information can be recorded into the CallTracker window as shown in the CallTracker diagram below. Click on each highlighted areas to view more information.
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Click on each highlighted area to learn more.
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Lesson 2Page 3
The Fields Used for Logging a Call
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To save information you have entered,
click Done.
Intro to CallTracker
Various types of information can be recorded into the CallTracker window as shown in the CallTracker diagram below. Click on each highlighted areas to view more information.
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Click on each highlighted area to learn more.
Applying Your Knowledge - 1 of 2
Lesson 2Page 4
Call Type
Record that the customer has a question related to his or her account.
Caller
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b a
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Field Description
Intro to CallTracker
Match the Field Name with its correct Field Description.
Given below are the various fields available on the CallTracker window and the tasks they help accomplish.Identify which type of information is recorded under each field.
Document follow-up information for a call.
Record a description of the call.
Record that the caller is a manager.
Field Name
Enter Detail
Call Topics
c
dd
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Lesson 2Page 5
Intro to CallTracker
a
2. The caller is calling to find out aboutchanging her current PIN number.
1. The person calling has identified herself as the spouse of the customer.
4. The caller is calling to find out about
changing the current PIN which she uses to access her account.
3.This is an inbound call.
5. You realize that the request by the customer could have easily be done over the internet.
Embed interactive demohere. Use the CallTracker tool on the left
to identify the type of Caller.
Use the CallTracker tool on the left toidentify the Call Type.
Use the CallTracker tool on the leftto select the appropriate Call TopicAnd Sub Topic related to the call. Inthis example, the Call Topic is about herAccess and the Sub Topic is about her PIN. After a Sub Topic has been selected, click on Select Topic.
Use the CallTracker tool on the left to indicate that Self-Service was possible.
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c
b
Interactive Demo: Logging a Call
Use the CallTracker tool on the left toindicate that this call is an inboundcall by selecting a Call Mode.
6. You have successfully resolved the customer’s needs during this call.
Use the CallTracker tool on the left toindicate that this call was resolved on theFirst Call.
f
7. You have successfully recorded all the necessary information for this call.
Use the CallTracker tool on the left toclick on Done.
g
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Lesson SummaryLesson 2
Lesson Summary – Logging a Call
1
Intro to CallTracker
In this lesson you learned:
•How to access CallTracker for on-the-phone and off-the-phone work.•How to record information into CallTracker.
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Lesson ObjectivesLesson 3
Lesson Objectives – Viewing Previous Calls
1
By the end of this lesson, you should be able to:
•Learn how to view previous calls.
•Learn how to revise or add to call detail.
Intro to CallTracker
Viewing Previous Calls
If a caller calls the call center with a past or an existing problem that has not been solved, you can use CallTracker to find out more information about the history of the caller.
There are three ways CallTracker allows you to view previous calls.
Intro to CallTracker Lesson 3Page 1
1. Call History Summary.
2. Call Detail.
3. View Associate History.
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Call History Summary
Click each section to learn more.
Intro to CallTracker Lesson 3Page 2
a
a
Call History Summary houses all the information, including customer feedback, entered since the client went live with CallTracker.
Click the Summary icon to display call summaries for the previous 30 days.
It will show the date, time, associate ID, I/O Field (whether the call was inbound or outbound), Topic, and detail (or tone) of each call.
It also organizes the calls, with the most recent calls appearing first.
A date-range option allows you to view information more than 30 days old.
To have a call pulled for review by a manager (for any customer related disputes), get approval from your manager and then click the Create Call Recording Request button from the Call History Summary window.
Call History Summary
How to find it?
Try it
Call History Summary
Click each section to learn more.
Intro to CallTracker Lesson 3Page 2
b
You can access the Call History Summary through the menu bar at the top of the CallTracker Window.
To do this:1. Select View.2. Select Caller Summary.
b
Call History Summary
How to find it?
Try it
Call History Summary
Click each section to learn more.
Intro to CallTracker Lesson 3Page 2
c
c
Call History Summary
How to find it?
Try it
You are doing some research on a customer named Michael Voss. You would like to view the Call History Summary for this individual.
Using the CallTracker tool on the right,click on View > View Caller Summary.
d
Embed interactive demohere.
Call Detail
Click each section to learn more.
Intro to CallTracker Lesson 3Page 3
a
a All the information that has been recorded for a call can be viewed through the Call Detail Window.
This includes the associate ID of the associate who entered the information.
How to find it?
Call Detail
Try it
Call Detail
Click each section to learn more.
Intro to CallTracker Lesson 3Page 3
b
b
To access the Call Detail:
1. Navigate to the Call History Summary window.2. Select the call you wish to view.3. Click Detail.
How to find it?
Call Detail
Try it
Call Detail
Click each section to learn more.
Intro to CallTracker Lesson 3Page 3
c
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How to find it?
Call Detail
Try it
You want to view details of the call placed 11/28/2006 .
Using the CallTracker tool on the left, click on the call that originated on 11-28-2006 and click Detail.
d
Embed interactive demohere.
View Associate History
Click each section to learn more.
Intro to CallTracker Lesson 3Page 4
aa
View Associate History provides an online report of all the calls you have entered into CallTracker.
Use the View Associate History when you want to research a call but cannot remember the Customer’s name, Employee ID, or SSN.
The default display includes your call history for the current day.There is a date-range option that allows you to view call history more than one day old. View Associate History lists the date, time, customer ID, I/O field (whether the call was inbound or outbound), the topic, and detail. View Associate History allows you to access more detail on a line item.The View Associate History page, like the Call History Summary page,contains a Create Call Recording Request button that lets you identifya call that needs to be pulled for review by a manager.
Remember that you need to have your manager’s approval before creating a request.
How to find it?
View Associate History
Try it
View Associate History
Click each section to learn more.
Intro to CallTracker Lesson 3Page 4
b
bSelect View>View Associate History from the menu bar at the top of CallTracker window.
How to find it?
View Associate History
Try it
View Associate History
Click each section to learn more.
Intro to CallTracker Lesson 3Page 4
c
c
How to find it?
View Associate History
Try it
You would like to view an online report of all the calls you have entered into CallTracker for the day.
Click on View > View Associate History.d
Embed interactive demohere.
Applying your Knowledge - 1 of 1
You want to research a prior call but you can’t remember the customer’s name, Employee ID, or SSN. Which field in the CallTracker window will you use to gain access to this information?
Select the correct option and click Check My Answer.
Call Detail
Caller
View Associate Detail
Revise
Lesson 3Page 5Intro to CallTracker
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Lesson SummaryLesson 3
Lesson Summary – Viewing Previous Call
1
Intro to CallTracker
In this lesson you learned:
• There are three ways CallTracker allows you to view previous calls, Call History Summary,Call Detail, and View Associate History.• How to access CallTracker to revise or add to call.
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Module Summary
Module Summary
1
CallTracker is a tool that allows CSAs to record and store information about incoming or outgoing calls. There are many benefits and reasons why a CSA uses CallTracker. In this module, you learned how CallTracker is used to log a call, record comments and view information. You also learned the many benefits of this tool to Hewitt and to the Client.
Intro to CallTracker