Claiming Avoya Live Leads - Amazon S3...Claiming Avoya Live Leads ... Once a lead is submitted, Alex sends an email and calls the client to make sure the lead is legitimate and active.

This document is intended to be used in addition to the optional recorded lessons found in the Avoya University.

Please be aware that Agent Power is constantly changing and improving. Although we do our best, at times some content may not always be up to date.

© 2015 Avoya Travel ®Confidential and Proprietary. Not to be duplicated or distributed.

Page 1 of 16 Revised 05/12/2015

Claiming Avoya Live Leads™

Once you have been enabled for Live Leads, you will be able to claim through Avoya Connect™.

You will see the Live Lead Available Alert pop up on your screen. Live Lead Available indicates a web

lead. Phone Lead indicates a phone lead. When Phone leads are transferred, they are transferred to

your dedicated line, not your toll free number. Avoya is paying for the initial phone call. The charges for

the toll free number would only apply if and when the customer calls you directly on your toll free line.

The charges are approximately 5 cents per minute.

To claim the lead, click on the flashing green CLAIM button, and the Lead Details screen will be

displayed. If it is a phone lead, your phone will also ring.

This document is intended to be used in addition to the optional recorded lessons found in the Avoya University.

Please be aware that Agent Power is constantly changing and improving. Although we do our best, at times some content may not always be up to date.

© 2015 Avoya Travel ®Confidential and Proprietary. Not to be duplicated or distributed.

Page 2 of 16 Revised 05/12/2015

** Please note: If you are enabled for Phone Live Leads, your phone will not ring without you first

clicking Claim Phone Lead.

Once you have claimed a Live Lead using one of the methods mentioned above, the Lead Details and

Information page will be displayed.

Click Request Details at the lower left of the screen in the Consolidated Web Request History Section to

view details of the request.

This document is intended to be used in addition to the optional recorded lessons found in the Avoya University.

Please be aware that Agent Power is constantly changing and improving. Although we do our best, at times some content may not always be up to date.

© 2015 Avoya Travel ®Confidential and Proprietary. Not to be duplicated or distributed.

Page 3 of 16 Revised 05/12/2015

If the customer has requested a specific ship and sailing date, there will be a Consumer Itin link to the

right of request details. Clicking Consumer Itin will take you to the consumer website.

It is an excellent idea to become familiar with the consumer website. You may need to help a customer

navigate through it from time to time.

This document is intended to be used in addition to the optional recorded lessons found in the Avoya University.

Please be aware that Agent Power is constantly changing and improving. Although we do our best, at times some content may not always be up to date.

© 2015 Avoya Travel ®Confidential and Proprietary. Not to be duplicated or distributed.

Page 4 of 16 Revised 05/12/2015

There will also be a link to the Sailing in Cruise Explorer (View in AP), if the customer has a specific sailing

in mind.

Click View in AP to view the sailing details in Cruise Explorer.

Be sure to check the comments at the bottom of the screen before contacting the customer. You will

want to view any comments entered by our Contact Center, and confirm they are not already working

with another IA.

This document is intended to be used in addition to the optional recorded lessons found in the Avoya University.

Please be aware that Agent Power is constantly changing and improving. Although we do our best, at times some content may not always be up to date.

© 2015 Avoya Travel ®Confidential and Proprietary. Not to be duplicated or distributed.

Page 5 of 16 Revised 05/12/2015

Alex Powers is our Contact Center (not another IA). Alex bridges the gap between the time when a lead

is created and when it is claimed. Once a lead is submitted, Alex sends an email and calls the client to

make sure the lead is legitimate and active.

Contact information for the customer (name, email, phone number) is located in the upper left corner of

the Lead Details and Information screen. To the right of the customer’s email address, you will see a link

for Scripts. These are pre-typed emails for you to consider using when contacting a lead. Click Use a

Script to see the available options.

This document is intended to be used in addition to the optional recorded lessons found in the Avoya University.

Please be aware that Agent Power is constantly changing and improving. Although we do our best, at times some content may not always be up to date.

© 2015 Avoya Travel ®Confidential and Proprietary. Not to be duplicated or distributed.

Page 6 of 16 Revised 05/12/2015

Clicking on the envelope will send the email now. Clicking on the clock will let you draft the email,

ready to send at a later time.

For Example, clicking on the envelope to the left of Introduce Yourself will display the pre-typed

introduction email with your information and the customer’s information inserted into the text. Feel

free to add or delete information as needed. Click Preview to view the email before sending.

Please note: You will not be able to make modifications if using the clock for sending future emails.

This document is intended to be used in addition to the optional recorded lessons found in the Avoya University.

Please be aware that Agent Power is constantly changing and improving. Although we do our best, at times some content may not always be up to date.

© 2015 Avoya Travel ®Confidential and Proprietary. Not to be duplicated or distributed.

Page 7 of 16 Revised 05/12/2015

Click Send Now at the bottom of the page to send the email.

You can also create your own custom script by clicking Create Custom Lead Script in the upper left

corner.

This document is intended to be used in addition to the optional recorded lessons found in the Avoya University.

Please be aware that Agent Power is constantly changing and improving. Although we do our best, at times some content may not always be up to date.

© 2015 Avoya Travel ®Confidential and Proprietary. Not to be duplicated or distributed.

Page 8 of 16 Revised 05/12/2015

Add a script name and insert any variables you wish to add. For example if you want the customer’s

name to be inserted after the word Dear in the body, you would type Dear in the text box, then click

%customer_name% on the right. Click Preview before Save to view and save your Custom Script.

When contacting the customer, qualifying information can be added by Clicking Add Qualifying Details

in the upper right corner. A dropdown window will be displayed allowing you to enter the Product and

Sales Information. Customers do not see either of these sections, this is all internal information.

You may want to use the comments section for qualifying details instead of or in addition to the

dropdown area. Scroll to the bottom of the page and click Add New Comment on the right.

This document is intended to be used in addition to the optional recorded lessons found in the Avoya University.

Please be aware that Agent Power is constantly changing and improving. Although we do our best, at times some content may not always be up to date.

© 2015 Avoya Travel ®Confidential and Proprietary. Not to be duplicated or distributed.

Page 9 of 16 Revised 05/12/2015

Type the qualifying details in the white box. You have up to 2000 characters, and then click Add

Comment at the bottom. These are internal comments, only you and your colleague (if you have given

them permission) will see them.

If the lead has requested a specific vendor, Quick Links to the Vendor Profile and Marketing Offers will

be on the right of the Lead Details Screen.

This document is intended to be used in addition to the optional recorded lessons found in the Avoya University.

Please be aware that Agent Power is constantly changing and improving. Although we do our best, at times some content may not always be up to date.

© 2015 Avoya Travel ®Confidential and Proprietary. Not to be duplicated or distributed.

Page 10 of 16 Revised 05/12/2015

We suggest you keep the Task/Appointment Scheduler up to date, creating appointments to follow up

with leads and documenting each time contact is made or attempted. If this area is not documented

properly, it will create “yellows” on your working lead board, meaning you could be missing an

opportunity. Yellows are caused when you have a past due task not marked complete, or all your tasks

are complete and no future follow-up is scheduled. You really DO NOT want YELLOWS!

Click Add New Appointment on the right of the screen to add an appointment to follow up with the

customer.

Fill in a Subject, Date, Time and Status. Use the dropdown menu (quick subject) to add the subject.

This document is intended to be used in addition to the optional recorded lessons found in the Avoya University.

Please be aware that Agent Power is constantly changing and improving. Although we do our best, at times some content may not always be up to date.

© 2015 Avoya Travel ®Confidential and Proprietary. Not to be duplicated or distributed.

Page 11 of 16 Revised 05/12/2015

Either type in the date in the applicable box, or use the calendar to select the date.

Use the dropdown menu to select a Start and End time.

This document is intended to be used in addition to the optional recorded lessons found in the Avoya University.

Please be aware that Agent Power is constantly changing and improving. Although we do our best, at times some content may not always be up to date.

© 2015 Avoya Travel ®Confidential and Proprietary. Not to be duplicated or distributed.

Page 12 of 16 Revised 05/12/2015

When creating a new appointment, the Status would be Not Started. When you do call the customer, it

should be changed to Complete. In Progress is very seldom used. Either you made the phone call, or

you didn’t. Dismiss is used when you need to remove an appointment. For example if you accidently

added the same one twice.

Click Update Item at the bottom of the appointment window to save the changes.

When you see the yellow highlight indicating the appointment has been saved, it is ok to close the

window.

This document is intended to be used in addition to the optional recorded lessons found in the Avoya University.

Please be aware that Agent Power is constantly changing and improving. Although we do our best, at times some content may not always be up to date.

© 2015 Avoya Travel ®Confidential and Proprietary. Not to be duplicated or distributed.

Page 13 of 16 Revised 05/12/2015

Once you have contacted the customer, update the appointment using the modify link on the right.

Change the status to Complete using the dropdown, and document what happened when you called.

For example if you left a voicemail, type left voicemail in the white box.

If you did not close the sale, click Create Another Item at the bottom of the appointment window to

create a follow up appointment to call them again in a day or two. Unless you close the sale, or the

customer says stop calling me, you should always have a future follow up appointment.

This document is intended to be used in addition to the optional recorded lessons found in the Avoya University.

Please be aware that Agent Power is constantly changing and improving. Although we do our best, at times some content may not always be up to date.

© 2015 Avoya Travel ®Confidential and Proprietary. Not to be duplicated or distributed.

Page 14 of 16 Revised 05/12/2015

Auto Pilot is located on the left side of the Details Lead Screen. Auto Pilot is an automated "email

generation" program within Agent Power. When engaged, a series of emails will automatically be sent

to the lead until it is turned off.

Using Auto-Pilot is completely optional. If you would like to view what the automated emails say prior

to engaging it, you can view them in detail under Scripts. They are listed as 1st Email Contact, 2nd Email

contact, etc …

To engage Auto-Pilot, select an option from the dropdown menu (they will vary depending on lead

type), and click Start Auto Pilot.

When the lead does contact you, please make sure to turn off Auto Pilot so it will stop generating the

automated emails.

This document is intended to be used in addition to the optional recorded lessons found in the Avoya University.

Please be aware that Agent Power is constantly changing and improving. Although we do our best, at times some content may not always be up to date.

© 2015 Avoya Travel ®Confidential and Proprietary. Not to be duplicated or distributed.

Page 15 of 16 Revised 05/12/2015

Once the sale is closed (you have the $$) Click Edit Lead Details to update the lead status.

You will need to Associate the Booking before you mark the lead Won if you have not already done so

when the trip record was created. You can either type the confirmation number into the applicable

box, or search for the confirmation number and insert it. Select the reason from the dropdown (why

did they book with you), add any additional comments in the white box, and click Save Information.

If a second booking results from the same lead (Ex: Allianz Insurance), you will want to associate it as

well by clicking Add/Modify in the Booking Association section on the right of the Lead Details Screen.

This document is intended to be used in addition to the optional recorded lessons found in the Avoya University.

Please be aware that Agent Power is constantly changing and improving. Although we do our best, at times some content may not always be up to date.

© 2015 Avoya Travel ®Confidential and Proprietary. Not to be duplicated or distributed.

Page 16 of 16 Revised 05/12/2015

Either type the confirmation number into the applicable box and click Associate Booking, or click

Associate Booking to the right of the Recent Trips List.

The screen will refresh and show the booking association.

Use the dropdown menu to change the status from Working to Won, and click Save Information.