Are you using it?™
Your reference for EVERYTHING ContactWorks!
As a reminder to all agents on ALL queues and projects, it is a mandatory requirement that you offer a ticket number to each and every caller. QA’s will be updated to reflect a automatic failure if this is not performed during the call.
If you’ve been trained for TechTeamOne, please verify that you have all the necessary logins and credentials. Contact Char or a team lead if you need to be set up.
If you receive a TechTeamOne call, please login with your TechTeamOne email at the corresponding ZOHO ticketing portal:
TechTeamOne – for all others that are not part of the previous organizations
If you are already logged into ZOHO and need to switch to a different portal, click your name at the top right of the page, select My Portal(s), and then select the correct organization.
Please contact Char or the team lead on duty if you are trained in TechTeamOne and do not have access to both portals. More information can be found here at the TechTeamOne CARE page.
Technicians! Please ask customers to call us back using the 434-239-3399 number for consistency. It is the number we use in all our communications with Tech Advantage clients. We don’t want clients to think we’re just handing them off to another company for their computer support but would rather portray the image that our techs are working with them; that way the trust we’ve built with the clients reflect upon our techs as well.
For example, “Hi Bev, this is Adam calling from Tech Advantage TechTeamOne about the PC Tune-up we discussed the other day…….. If you could please call me back at 434-239-3399. Thank you!”
The new schedule goes into effect 1/26/2015
Please contact George Barbour if you have any concerns regarding your scheduled shift.
A number of agents are not following the correct process when confronted with a caller staying at a location that does not offer guest support.
When you do receive a call from someone staying at one of these locations we DO NOT have authorization to assist these callers with connecting to the network, any guest calling from one of these locations MUST be refereed back to the front office/site staff for assistance.
(if you are unsure if a location has guest support or not look at the Support Announcements on the Admin page)
After you have properly informed the customer of the situation you also MUST ticket these calls under the CONTACTWORKS location, DO NOT file these tickets under the location the guest is staying at unless directed otherwise by a manager or lead.
Continued failure to adhere to process will result in disciplinary action.
To all our valued employees,
I need to announce to you that I have accepted a new position and will be pursuing another opportunity here in Austin. My last day will be Monday, January 19th.
I would like to take this opportunity to thank you all for your hard work, contributions, and support to our business and our team. In my 4 years with ContactWorks, I have seen us accomplish many incredible things and am certain of a bright future for the company. It has been a pleasure working with you and wish you all best in 2015 and in the far reaching future. The knowledge that I have gained through my experience working with you, and the time that I have spent working with the team here is invaluable to me.
All the best,
Michael Marmion
Client Services Manager
O: 512.615.3926 | C: 360.852.4092
11525 Stonehollow Dr. Bldg. A, Suite 170 Austin, TX 78758
A reminder to everyone about our VPN policy.
You must pre-approve VPN access with a manager prior to the date that you need that access. If you are too sick to come into work stay home and get better, unless you have previously worked with a manager to approve your VPN access. If volume requires us to have you work remotely we will reach out to you at that time.
If you are out of work due to illness it will be an unexcused absence unless you provide a doctors note upon the date of your return.
If you are noticing other questions being asked frequently that need to be added to this please inform a Teamlead &/or send an email to George with the question that you are seeing frequently.
You will have the option to work from home for New Year’s Eve and Day. Be sure to test your VPN connection and VOIP phone after connecting prior to the start of your scheduled shifts.
The weather could cause icy conditions later this week as well.
If weather causes travel to be unsafe and road conditions become too hazardous for you to commute to work on 01/02 or after, you must notify management by calling the absentee line at (512) 637-4376 prior to the start of your shift. In such conditions, after notifying management, you are authorized to work from home if you have the capability.
Be sure to test your VPN connection and phone functionality tonight. If you don’t have VPN credentials or cannot connect your VPN, call Mike Marmion or George Barbour for assistance.
Wishing you a safe and happy New Year,
The Management Team