Step 1: Planning
We want all Operator Assisted calls that we are involved in to be flawless. You, as the consumer of such service, intrinsically want the same thing. In order to accomplish this it’s important that we understand the steps to the process along with the considerations of each. As experts in the field we’ve identified four steps for a roadmap that will allow us to ensure the success of these calls. Let’s take a look at each of them in detail.
It goes without saying that the first step would be to have an initial discussion to plan out the entire event from start to finish. We need to identify the goals that you’re hoping to achieve which will help us create a comprehensive plan to achieve them. Skipping or rushing through this step can result in items being missed. If that happens the appropriate expectations might not be set and therefore communicated correctly to the team of operators who will be handling your call. This is why we prefer to take a more linear approach to these communications so you have one, consistent voice throughout this stage. Once we’ve completed this process we’ll start to consider the features required to appropriately customize the experience.
Step 2: Feature Selection
Now that we understand your desired outcomes we’ll recommend the features that are needed. If we’ve identified that the call dynamic will involve interactivity with the audience then a Q&A session would be used to give these interactions some formality. If you need to know who is connected to the call in real time, who is in the queue, and be able to prioritize questioners then the Leaderview application becomes a requirement. There are many recording features that will ensure the event is archived for anyone that may miss the call or for future playback. If you anticipate callers from overseas we’ll want to provide additional dial-in details from around the world. These are just some of the considerations, but this is an important part of the process.
Step 3: Execution
On the day of the event we place the call in the hands of our highly trained, specifically selected operations team. You’ll have already connected with them for a walk-through by this point, but now you’ll be communicating with them in real time as the call is assembled. In the speaker sub-conference you’ll be able to have a conversation with the Lead Operator behind the scenes to go over the call flow and any queues you might be providing throughout. In addition, if selected, you’ll have access to a Communication Line operator throughout the call so you can communicate with them in real time. Everyone involved in every aspect of your call will have been briefed on the requirements outlined in the planning process ensuring concerns can be addressed proactively and no details are missed.
Step 4: Follow-up
Now that the call has concluded we’ll need to supply any post-call work requested and connect to ensure all expectations were met. We take the same team approach at this stage as in all the previous ones. Our Post-Call Services Team within 2 hours will provide any requested items such as the participant list of who dialed in, Mp3 files, and confirmation that the replay (if requested) has been made available. Your personal Account Manager will then follow up to answer any questions and provide resources for any future needs that might arise.
How to get started
Now that we’ve outlined the most important steps in the process of arranging a successful Operator Assisted audio conference let’s start at the beginning. Click here to schedule a consultation or give us a call at 888-618-9685 and let’s talk about it.