Call Center
Training Webinar
JUNE 27
THAT 1PM EST
JASMINE M. OLIVER, FIELD OPERATIONS MANAGER
[email protected]
| (703) 487-3664
Agenda
Customer service skills
Capturing additional details from clients
Non-session notes
Assigning/Reassigning clients
Close out session notes
Clients Not Yet Counseled reports
Overview:
This work is completely optional and it will not impact your work for your Chapter. This work will begin on Wednesday, July 5th.
The work will supplement capacity in the National Call Center Program.
Each hour will be paid for out of National’s budget, not your Chapter’s budget. This will match your current rate of pay.
There will be a separate time card for any National project work approved by Jasmine Oliver.
This is a 100% virtual position supporting the Call Center, so this work can be done from your home or anywhere else with phone and internet access.
Customer Service
The 7 most wanted customer service skills:
Verbal and written communication
Tech proficiency
Organization
Team player attitude
Problem solving ability
Multi-tasking ability
Customer Service
Thank the client for choosing our organization!
Read the client’s mentoring request before calling them. This will give you an idea of what specific questions you may need to ask them.
*It is a best practice to search their zip code (https://www.score.org/find-location) and compare the distance to the counseling location the client selected.
Customer Service
“Hello/Good morning/Good afternoon [clientName],
My name is [name] and I am calling from The SCORE Association. Thank you for
choosing to work with our organization. I see that you recently submitted a mentoring request at the [name] location.”
Please verify your zip code.
Is [phoneNumber] the best contact number for you?
Please confirm your email address (if speaking with the client by phone).
What is the best form of contact for you (Telephone, email, or both telephone and email)?
What is the latest and earliest time to contact you by phone?
Customer Service
“Hello/Good morning/Good afternoon [clientName],
My name is [name] and I am calling from The SCORE Association. Thank you for
choosing to work with our organization. I see that you recently submitted a mentoring request at the [name] location.”
Are you currently in business or are you wanting to start a business?
What type of business do you have or are you trying to start?
Can you please tell me more about your business and/or business needs/issues? For instance, do you need help finding funding/financing, help with marketing, or website development, etc.?
Would you like assistance developing your business plan?
Are there any further details you would like to add to your request beyond what you wrote to SCORE via your online mentoring request submission?
Summarizing clients’ details
Your notes should ALWAYS include your first & last name
It would also be helpful to add your email address or phone number.
Why – When logged into CORE as an administrator, there is no way to tell who you are exactly; signing your session notes with your name and leaving your email address or phone number provides others with a form of contact in case they have questions about the client and/or your notes.
Summarizing clients’ details
Follow up emails – Hi [clientName],
Thank you for reaching out to the National SCORE Association! My name is [name], and I recently received your request for mentoring with SCORE. I was unable to reach you on your listed contact number (phoneNumber), but I did leave you a voice message.
Please contact me at your earliest convenience at [phoneNumber]. If you're not able to reach me, please leave me a voice message with the best time to return your call. Also, feel free to reply to this email and let me know the best date and time to contact you.
I look forward to speaking with you! [YourName]
Summarizing clients’ details
| . Spoke with [client] on This is the best contact number, and the client prefer to be
Session Notes: Non-sessions
Non-session notes are used to record details about a client that occur outside of an actual mentoring session. This could include additional information provided by the client and contact attempts.
Hover over the ‘Clients’ tab in CORE. Select ‘Chapter Clients’ from the dropdown menu. You can also search by ‘National Clients’.
Session Notes: Non-sessions
Whether you are searching for a client under ‘Chapter Clients’ or ‘National Clients’, set the Client Status to “All”. This will pull up both new clients and returning, inactive clients.
Best practice: search for the client by their email address.
Session Notes: Non-sessions
Session Notes: Non-sessions
Session Mentoring Type: How was the client
contacted? [Face-to-face, Telephone, Email, Video]
Session Type: Non-Session
Contact hours should always be set to zero.
Session Notes: Non-sessions
Type a brief message explaining why you are entering the non-session note. Remember to sign your name (best practice)!
Hit ‘Save’ when you are finished.
Assigning
Log into CORE.
Click on ‘View Clients Not Yet Assigned’ for a list of
exclusively unassigned clients or click on ‘Mentoring
Requests’ for a full list of assigned and unassigned clients.
Assigning
Enter notes here and sign your name.
Example: John, this client prefers to be contacted after 12pm by phone. She will need assistance with her business plan also. Thanks, Jasmine.
Reassigning
*Please note: The reassign function is the same whether you are assigning to a different mentor within the Chapter or reassigning the client to a mentor in a different Chapter.
What you need to know before reassigning a client to a different Chapter:
1. Where are you are reassigning the client? [Find Chapter]
Reassigning
Finding the nearest Chapter
If you do not know what the client’s nearest SCORE office is based off of the given zip code or address, search for the client’s zip code on the www.score.org
website.
At the bottom of the website, you will see the following options. Please click on
Reassigning
Finding the nearest Chapter
Enter the client’s zip code to search for a listing of their local Chapters, including branch locations.
Reassigning
Finding the Chapter Admin or Chapter Chair:
After you have the Chapter name, return to CORE. Hover over the ‘Chapters’ tab at the top of the page and select ‘Find’ from the
dropdown menu.
Best practice: search by the Chapter’s name.
Best practice: search for the Chapter Admin first and resort to the Chapter Chair as a back up if the Chapter Admin is not listed in CORE.
Reassigning
Finding the Chapter Admin or Chapter Chair:
If the Chapter Admin is not listed on the Chapter’s information page, you will need to search for them by individual type.
Hover over the ‘Volunteers’ tab at the top of the page and select ‘Find’ from the dropdown menu.
Select ‘Chapter Admin’ as the Individual Type.
Select the Chapter you are searching within
Reassigning
Once you know who the Chapter Admin or the Chapter Chair is, return to the Mentoring Requests page to reassign the client.
Similar to the process of assigning a client, click on the blue arrow beside the client’s MRE status.
Reassigning
Type in the name of the Volunteer you wish to reassign the client to.
Next, select the Chapter that the Volunteer belongs to.
Click on the Volunteer’s name and enter a brief admin note explaining who you are and why the client is being reassigned.
Reassigning
Enter notes here and sign your name.
Example: This client lives closer to your office and would prefer to be meet with one of your mentors. Thanks, Jasmine. Chapter Admin 123
Session Notes: Close outs
Close out notes are used to record details about a client that the Chapter wishes to close out, therefore, also making them an Inactive client. This should include a description of why the client is being closed out (examples: no shows, unresponsive clients, etc.).
Since a close out is another form of a session note, you are going to follow the same process as you would to enter a non-session note.
Session Notes: Close outs
After you have clicked ‘CreateSession’, this is where the process differs.
Session Mentoring Type: What kind of client is this? [Face-to-face,
Telephone, Email, Video] Session Type: Close Out
It is required to select a lead mentor when closing a client out.
If the client was unresponsive & never assigned, decide with Chapter leadership who to assign the client to.
Contact hours should always be set to zero.
Session Notes: Close outs
Type a brief message explaining why you are closing the client out. Remember to sign your name (best practice)!
Hit ‘Save’ when you are finished.
Managing CORE Reports
Click on the ‘Reports’ tab in CORE
There are 3 major reports
that you should be familiar with:
Clients Not Yet Contacted Report
Managing CORE Reports
After you have clicked on the appropriate report, you will see the following
pop-up box.
Enter the desired date range.
Your Chapter should be
prepopulated if you are logged in as the Chapter Admin. Highlight it
Managing CORE Reports
Clients Not Yet Counseled Report
Showcases clients that do not have any mentoring session notes in CORE.
Includes a combination of clients not yet
contacted, unassigned clients, and assigned clients.
Managing CORE Reports
How to export your report:
Managing CORE Reports
How to export your report:
Managing CORE Reports
Click on the ‘Reports’ tab in CORE
National Clients Not Yet Counseled Report
Managing CORE Reports
After you click on the report, you will see the following
pop-up box.
Enter the desired start date.
To pull data across multiple Chapters, click on your first desired Chapter
and hold down the CTRL key while
selecting each additional Chapter. Next, click okay.
Managing CORE Reports
On this report, you will focus on the amount of clients that are between 15-30 days old, 46-60 days old, and over 60 days old.
Call Center Process: Full-time team
1) The Call Center receives all of the MRE notification emails from clients when they submit mentoring requests online. Within a few hours, the Call Center will call each client to thank them for choosing SCORE and gather additional details, as necessary.
2) If we cannot reach the client on the first attempt, we will leave a brief voicemail and follow up immediately with an email again thanking them for choosing SCORE and letting them know that they can expect to be contacted by their local Chapter within the next 5 days. We will mark the client as contacted in CORE and forward the MRE email to the desired person/email address listed. We will not assign the client in
CORE at all.
3) After we have spoken to the client, we will add our notes as non-session notes and forward the request to the Chapter. This can be done via an assignment in CORE or simply by forwarding the MRE email. If we are scheduling for a Chapter, only the full-time Call Center team will schedule clients.
Call Center Process: Your role
Following up with clients on the CNYC report after they spill over into the 15+ day column. This involves sending a scripted email with 2-3 questions. All client responses will be processed accordingly (by forwarding to the Chapter or by closing the client out if they are no longer interested in mentoring).
Occasionally following up with clients via email.
Only the full-time Call Center team will:
Make outgoing phone calls to clients
Assign/reassign clients
