Call out forms

Call out forms

Startel Flex AIBy Cristel Ojeda

By Cristel Ojeda

By Cristel Ojeda

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).

Intelliforms

By Cristel Ojeda

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).

Intelliforms

By Cristel Ojeda

By Cristel Ojeda

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.

Intelliforms

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.

Intelliforms

By Cristel Ojeda

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.