Call: 01246 209859

How Does The Training Work?

How Does The Training Work?

The Training will go from the Basics on how to take a call, to how to deal with and interpret, the information given, in order to deal with the call effectively, focussing on First Call Resolution where possible. Even when you are outside of the Online Class Environments you can still access E-learning Modules and also check into the Call Catcherz Ltd Unique Library of Hosted Information.

The Client Specific Training is all done online via an Internet Browser (URL). Arise tend to use Adobe Connect Pro for its own clients.  Aside of this, Call Catcherz Ltd uses its own dedicated Tutoring System for its own additional clients, we fully embrace Virtual Technology/Software. Within the Virtual Classroom there will usually be between 15-35 people at the same time. Most Agents regardless of background do usually find many new friends this way, it’s really strange how this happens but with Call Catcherz own Social Network and one of the largest based Facebook (Extremely Secret Groups) then it is quite easy to get in touch with one another.

The classroom sessions are led by an Arise Client Instructor or by one of our own Instructors that we have affiliated with us. The Training will go from the Basics on how to take a call, to how to deal with and interpret the information given, in order to deal with the call effectively focussing on First Call Resolution where possible. The current Client Specific Courses take 6 weeks to complete and some may think this is a long time, however, many people have been to College/University for Months/Years and still not obtained a reasonable job offer. With this Course within 48 hours of successfully completing it you will "BE ABLE TO START TO EARN"

Even when you are outside of the Online Class Environments you can still access E-learning Modules and also check into the Call Catcherz Ltd Unique Library of Hosted Information (exclusive to Call Catcherz Agents Only). With the key knowledge in place this is will generate you more allowing you a higher income, by becoming more familiar with the Clients own systems and how to deal with a call efficiently/effectively. You have an Ex-Contact Centre Manager on your Team as well with ourselves who knows exactly what the client is looking for in an Agent/CSP; this alone is worth its weight in gold. You have an Excellent Team on hand to help and assist in any way we can. All the Call Catcherz Ltd Team are existing ACP’s/CSP's and can lead the way.

Posting “Your” Servicing Hours

Below is a version of the Starmatics we use to Post Servicing Hours, for Copyright reasons I am unable to show you the full system but the below gives you a good understanding of how we Book Hours – this screenshot below was taken by ourselves to show you how it works. The working week always starts on a Sunday. The Scheduling system is very easy to use.

 

 

The posting of Servicing Hours is extremely easy to do. You will post your hours 2 weeks in advance of servicing them, although if you wish you can also pick up additional hours within 30 mins of it occurring. If you need to drop hours then you can but if you do so within a 48 hour lockdown period then it may affect your performance metrics (Pay can be affected by this) so ideally we don’t, but it’s not impossible. If you are unable to do this and have extreme issues then Call Catcherz Ltd Team, once notified, will move in and assist. We can even uniquely book your hours when you are on Holiday so you have hours to come back to.

The Scheduling Tool is an extremely effective tool that if you wished, you could book 30 mins one day and 10 hours the next.

At The End of The Day – This is Your Own Schedule – You Build It – You Service it – You Are Rewarded from it.

What Equipment Do I Need To Service from Home?

Taking Calls from Home is extremely easy and has been designed for ease of use.

With Call Catcherz Ltd & Arise having the Latest in Telecommunication Software we can route calls to your home Telephone with extreme efficiency.


Similar Technology is in place when you divert your own home calls to your Mobile Phone. Instead of doing this we use the Software to Route calls to your home from the Main Contact Centre Queues via an Oracle Software Product called “Call Centre Anywhere” or even Avaya Telecommunication Software, both Oracle and Avaya are leading Software Companies that specialise in Telecommunication Software.

You will need the Following:

A Mid-Range PC/Computer or Laptop
(If you are going to be working more than 2 hours per day continuously, I do recommend DeskTop PC’s as they can deal with a lot more heat. As you may know Laptops do generate a lot of heat.
Currently we support Windows 7 / 8 / 10

A Broadband Connection that is capable of providing a 1.5Mbps Downstream if you are unsure of your current speed you can click this link to check Broadband SpeedChecker
The Broadband has to be wired to the Modem/Router via an Ethernet Cable/RJ45 Cable (Hard Wired)
(We do not use Wi-Fi or Dongles as these can be a security risk/unstable.

A Plain Old Telephone System (aka POTS Landline) No features and No Answering Machines.
The last thing a customer wants to hear is “Hello this is Peter and Jane – Sorry we can’t take your call – please leave a message after the beep”
This would be extremely embarrassing to all, needless to say detrimental to the client.

A Telephone Base Unit with a Headset Port – You will also need a Headset to go with this.
You can use the receiver only but this is mighty uncomfortable indeed and can cause health issues.
We do not use Cordless Phones or VoIP based lines when directly servicing the Client

A Computer Headset (VoIP or Gaming Headset that is compatible with your PC/Laptop)
Not to be confused “why” but needless to say the VoIP (Voice over Internet Protocol is what you will need to speak to the online instructor during the training sessions only for the Client Specific Course and this will allow you to speak to the Online Instructor Directly. You can also use a computer microphone and speakers instead of the (VoIP Headset)

If you require anything from the above list then do let us know and we will give you a list of recommended suppliers whom over the last 2 ½ years we have made special arrangements/discounts to facilitate you the Best Deals.
We take “No” commission from these products/services and instead have asked the suppliers to give you their best ever deals and prices, this is about making you the most money in a cost effective way. There is always Ebay but be careful of what you do buy and its always worthwhile checking with ourselves on compatibility of the items.

Process of Taking a Call?  VCMS

The Process for Taking/Accepting a call is extremely easy, you login to the Software that controls your own Telephone Line via your own Browser using a Unique URL/Web based browser software which can be “Oracles Contact Centre Anywhere” or “Avaya” depending on the type of client you are servicing

When you are ready you will login and it will automatically take over your phone line and then when you log out your own Telephone Line will become your own again.

With this Technology you have the ability to Hold, Transfer via Speedials, Accept calls and Identify the caller using an SEIVR System.
If you can remember the last time you went through an automated call system where it asks you to enter your account number or membership number then this is collated as the call is put through to you and it helps identify the caller coming through.
If you have ever worked in a contact centre you will know this Software as a “Softphone”
A Screenshot of the system can be seen below. Jacqueline Young is the C.E.O of Call Catcherz Ltd and as you can see Jacqueline still services the client directly.

 

 

Testimonials

I have worked for other @home projects but this is by far the best. It is the first time that I truly enjoyed logging into work to take calls, we had all the support and more required from yourselves
» Audrey, United Kingdom


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