Zoho Voice Training Manual

Zoho Voice Training Manual.

Aim. Provide Zoho Voice training to enhance skills and confidence. Use as a Reference document.

3. What is Zoho Voice? Zoho Voice is a phone system that enables agents to communicate with our Filipino visa clients and record calls for quality assurance and training purposes..

4. How to log in to Zoho Voice for agents? Log in or open Zoho Desk using this link https://desk.zoho.com/agent/togetherlightinc Using the All Zoho Apps Icon(9 dots), click Voice.

5. dge Base Customers Analytics All Tickets (150). Activities Community Social 1M Fwd:Ask NVC-lnquiryForm-MNL2021748060 #332293 . RaymondLackyatd . U08:21AM Re: MNL2024637108 BACABIS, PERCY CANEOS KI #332411 . [## 273455 #316769 - 2977990Ange10Vila . 906:20nourslett VPC Team • Q Search Applications Product announcement Shared inboxes in Zoho Teamlnbox . -08:38 AM FV Contract Copy and US Government Fees #230359 2036651 Robbin Smith •06:20 hours lett Additional paperwork #332410 Ricnara carr2175478 —08:32 AM FW: RE: #330106 Robert provencal Filipino Visa / AOS Requirements for Initial Filing 8329006 Ericoell . ('06:20hourslett (No Subject) *331842 _ 1424345 Elion N spencer Fwd: Your new CGI Customer Portal password #332409 CatnyrineMALAZARTE 08:31AM are now multichannel. ALL ZOHO APPS SERVICE Desk e Site24x7 @ Lens FSM FEATURED APP Assist StatuslQ Voice QEngine As requested #330749 RobertHarnlett . .06:20 hourslett (No Subject) #332360 Stephany RodriguezGalaran 1698719 •06:20hourslett Deposit Slip #332028 _ Agnes Pinga ø06:20nourslett Call #332405 Tony Allen Buneyjr. Your Package Has Been Received #332401 Delilah . Deposit Slip for the Interview Fee #332384 . JessaMaePesino hoursiett Fwd: 22016312: Reservation Confirmed - CFO Registra... 032142 MaribetteEvans Advanced Analytics Powered by Zoho Analytics Sign up now! SALES & MARKETING O CRM CRM Plus 08:12 AM.

6. Zoho Voice Call Logs 11:30 am PHT (+800) Voicemail Call Recordings Dashtx»ard Live Calls call config Search By DATE 2024/06/04 PURCHASED NUMBERS: AGENTS: eunice Internal Logs NUMBERS: • Search caller/callee number CONTACT: QUEUES: CALL TYPE: DEPARTMENT : FEEDBACK: DISPOSITION: CAMPAIGN 11:30 am PHT (+8M) RECORDINGS 11:30 am PHT Y Filt« Filterl RATING marlon anunciacion • OFFLINE TOTAL LOGS: 32 MODE FROM James 1131421 Che... +1 8306139748 0 Filipino Visa Suppor... +1 5413513185 *971 552519352 1959922 Brenda HO... +1 8/07520443 1959922 Brenda Ho.„ 8707520443 Filipino Visa Suppor... +1 5413513135 FV US Hotline +1 2103992275 2237233 Phil +1 4802291197 Filipino Visa Suppor.. +1 5413513185 Filipino Visa vpc +1 5413513184 Filipino Visa VPC +1 5413513184 3773775 Honcty Illu... +63 9951939918 AGENT Eunice Eunice Eunice meetgoogle.com is sharing a window. QUEUE NAME Support Support Support Support DURATION 22:37 0046 00:00 11•24 00:16 Search contact DATE,'TIME 2024-06-04 1108 202406-04 10-:55 2024-06-04 10:32 20240604 IEO 2024-06-04 1&09 Stop sharing H Ide.

7. Call Log: All the calls are recorded on this tab. The agent may listen to his/her call recordings and see the call duration..

8. Changing of Status: Important: The agent needs to put his/her status on Offline at the end of their shift so they will not get IB calls..

9. c https://m•mzoho.com/voice/desktophtrnl Get a faster and more responsive Zoho Voice. Experience Zoho Voice specially designed for your desktop. Down load for Windows 32-bit O 4 7 5 8 ZchoVøice Desitop zoas.m.n. 202301-0 1443.coz 702301-0, 202301-0, 2023•01-0. 13:" •00:0 k Ferdi nandd Green Accept Decline.

10. Messaging Feature Send a text message after sending an email. Here is the SMS template. Hi, this is, from Filipino Visa. I’m trying to contact you about your visa application service with us. Please check your email for complete information details. Thank you very much..

11. [image] OFFLINE SMS List Search message, number Sender ID Filipino Visa VPC Brant Sextro Scheduled SMS Liked "l just want to let you know that I will b... 202406-04 07:37 Ana Fe Berces 2189629 Hi Ms. Ana. This is Aye from Filipino Visa. We „ 2024-06-03 09:53 Desmond Hi sir Desmond, Good moming! This is Arjel f... 2024-06-03 0751 2235476 Robert Hamlett I'm waiting 2024+,-30 075 3400690.

12. Saving the client’s account details you sent a message. Click on the “Add to Contact” icon. Fill in the contact detail files Then hit “Save”.

13. Contacts: All contacts are available under the “Contacts” section. You can call or send them a text message directly from there. Dial Pad: Use the phone icon as the dial pad. Remember to remove special characters when calling out and include the country code: -09329417929 -2015550123 Save Account Details: Before calling, save the client’s account details by clicking the “plus” icon..

14. Voicemail Script "Hi [Client Name], this is from Filipino Visa following up on your visa application. I'm reaching out today to [briefly explain the reason for the call]. Please give us a call back at your earliest convenience at +1 (210) 399-2275 to discuss this further. Thanks!"..

15. Mute Button: Use it for brief pauses; the caller won’t hear you. Hold Button: For research and accurate resolution. Accept Incoming Calls: Click “Accept”; avoid “Decline.” Note: Do not click "Decline" if you cannot answer the call as it will be routed to our direct line for another agent or team to handle..

16. Click “Caller ID” to see the team-assigned number/s..

17. Guide on how to transfer and have a three-way call Press the Transfer button on the dial pad to initiate the call transfer process..

18. Search for the desired agent to whom you wish to transfer the call. If contact details are not available, save them before dialling..

19. After selecting the agent, click the "Speak & Transfer" button at the bottom of the dial pad..

20. While the initial caller's call is on hold, wait for the agent to respond..

21. Click the "Merge" button on the dial pad to connect the client with the agent..

22. Click the "End" button to finalize the transfer and disconnect yourself from the call. Do not hang up or end the call if you want a three-way call..

23. THANK YOU.