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Call out forms
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Created on May 6, 2023
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Transcript
Call out forms
Startel Flex AIBy Cristel Ojeda
By Cristel Ojeda
Intelliforms
As the name suggests, Intelliforms are intelligent message forms. They are used for call-outs or hotlines to report lateness or absences and usually begin with a question and a instruction to follow (e.g. Agent - Type the first few letters of the employee’s last name, then press ALT+RETURN/ENTER).
By Cristel Ojeda
Intelliforms
This will open a directory and the agent should kindly ask the caller what the instruction is requesting in order to begin filling out the message form. In the directory, a list of names will appear, and it is important for the agent to continue and verify the full name, in some cases using spelling and phonetics to avoid confusion (e.g. Mary Poppins, Marie Poppins).
By Cristel Ojeda
By Cristel Ojeda
Intelliforms
Once the caller or employee's name is located, the Intelliform will be filled out with some of the person's details. Some details, such as the names of the caller's supervisors or clock number, may have instructions to be verified or not with the caller. In case the caller is not listed the agent will have to type down the information manually.
By Cristel Ojeda
By Cristel Ojeda
Intelliforms use various drop-down lists for selecting options. When an option is selected, the system will jump to another section, indicating to the agent where they should continue filling out the message form.
By Cristel Ojeda
Intelliforms
After responding to the most of the message form, especially when the caller requests vacation days or FMLA-related issues, the system may ask the agent to read an instruction or clarification for the caller.
By Cristel Ojeda
To conclude the call, the agent must provide the caller with a confirmation number and politely end the conversation. It's worth noting that most Intelliforms come with a delivery instruction of "SAVE for Auto Dispatch." However, it is crucial for agents to thoroughly read the instructions on their message forms and MasterCard panels to ensure a seamless and error-free process.