[DocID] Editor: Sri SivaDate: 11/28/2006Change: Template Info

[DocID]

Editor: Sri Siva Date: 11/28/2006 Change:

Template Info

[DocID]

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.


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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?


CallTracker screenshot here?

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Lesson 1Page 2

Click each call mode to learn more.


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



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


a cb


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Lesson 1Page 2



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


a cb


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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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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…


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



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.


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.


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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Lesson SummaryLesson 1

Lesson Summary – What is CallTracker

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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 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.


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Lesson 2Page 1

How do you access CallTracker?

Click each tab to learn more.


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?



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.

a

b

ca

b

c

Step Number Step


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.


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


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.


Various types of information can be recorded into the CallTracker window as shown in the CallTracker diagram below.

a

2

2Click on each highlighted area to learn more.

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Lesson 2Page 3


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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.


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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Lesson 2Page 3


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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.



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Lesson 2Page 3


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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.



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Lesson 2Page 3


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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).



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Lesson 2Page 3


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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.



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Lesson 2Page 3


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To save information you have entered,

click Done.



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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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Field Description


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

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Lesson 2Page 5


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.

e

d

c

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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 Summary – Logging a Call

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•How to access CallTracker for on-the-phone and off-the-phone work.•How to record information into CallTracker.

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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.


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.


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.


How to find it?

Try it




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


How to find it?

Try it




c

c


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



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



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



c

c

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


View Associate History



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?


Try it




b

bSelect View>View Associate History from the menu bar at the top of CallTracker window.

How to find it?


Try it




c

c

How to find it?


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



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


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Lesson Summary – Viewing Previous Call

1



• 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.


Documents

[DocID] Editor: Sri SivaDate: 11/28/2006Change: Template Info