Call Center Calling Tutorials and Documents

Schedule your shift here
Boxpilot schedule - please check daily for work availability and calling stats
For VM campaigns we expect people to go 40+ CPH and have an ACW% of less than 20. LM Campaigns stats will vary depending on complexity of campaign.


Getting started - Set up Bright Pattern on your computer

How to set up Bright Pattern and log in

How to fill out the form in Bright Pattern

Please watch this video on how to fill the GVM form and how to do 470 & notes

How to record notes properly

Write down any notes that will be pertinent to the next caller/round.
Include the call result code AND initials of your first and last name after each note. eg. 000-cc, 530-cc


Dealing with 470's where the contact is at a different number

How to do 470 - Contact at another location

• Mark the call result as 470 Contact Possibly at Another Location.
• Record the new phone number you’ve been provided (include 1 in front of the 10 digit phone number).
• Select the callback time to two hours from now if the contact's local time is 4pm or earlier. If it is 4pm or later, set callback time to tomorrow morning.
• In notes field write down the new number as well! eg. 18883653065, 470-cc

When you encounter a record with 470 as a previous call result

If you put a call-back result on the new number dialed (i.e. results that begin with 4,5) you must repeat the same steps as doing a 470 result (set callback time and number on lefthand side)
**This is crucial as if this step isn’t made, it will dial the original number again in the next round which isn’t useful.


Dealing with aggravated Main Receptionists/Personal Assistants

• Mark request removals appropriately. Notify a supervisor if you’re unclear on whether a result is a request removal or unwilling to transfer.
• Make sure you are not on after call mode for too long, we expect only about 20% of your shift to be on that status, any more and we will speak to you.
• If the conversation is going extremely poorly and the receptionist requests to speak with a manager, ping a supervisor or Chris and we can help deal with the call.
• Make sure you always play line noise if you’ve spoken to someone but need to hang up.
• If you are on an LM campaign make sure you never hang up on someone or play line noise, try to resolve the situation. If a person is irate or swearing feel free to get in contact with a TL and we will get on the call.

How to call on live message campaigns

Live message scripts can be accessed here:
Google Drive folder of LM scripts

How to do live message & appointment setting
How to do a hot transfer

Never hang up on someone or play line noise on an LM campaign. If the situation is not resolvable get in contact with a TL