Today, every document is placed on the Intranet, including the department's policies and procedures manual, daily and monthly sales statistics and frequently asked questions. Special Handling Forms At Blue Shield, numerous sales appointments meant that agents had to complete special handling forms. For 10 years, agents used these forms that used carbon copies. To complete the sales process, they were required to log off from their computer and dialing system, leave their seats and find an administrative assistant or manager who could help execute the special handling. The convenience and swiftness of this on-line form is one reason why the department has dramatically improved their total calls dialed and total inbound calls answered.
Agents have one less reason to log off the computer and dialer and leave their seat.
Recently, management placed the special handling form online via e-mail. Telesales agents now send their special handling requests to an administrative assistant via e-mail. The administrative assistant then replies back once the request has been completed and the agent no longer has to sign off from his computer or dialer. With this system, agents can complete the form while continuing to chat with regular or potential customers. The system is simple and convenient to use and it ensures that incoming calls will be handled in an expedient manner.