What Type of Guide Should You Create?

Download this Guide-Planning Worksheet to determine what kind of resource you should create to help your reps handle calls.

 

Fill out form planning guides

What is the worksheet?

The worksheet is a Google Sheet that will help you identify:

  • the types of questions reps are being asked
  • they types of resources you could create to be handle that question (call flow, checklist, how-to, note)

When you fill out the worksheet, you'll have more clarity on how you can better serve your reps and help them confidently handle calls.

How will this worksheet help?

I don't know a single supervisor or manager who purposely makes their reps' jobs harder. You want to help them so that they can better serve customers and callers.

The challenge is that you may not know the best way to go about helping them. 

This worksheet gives you an opportunity to organize your thoughts and match the questions they are being asked to the best type of resource that will help them answer it. 

Download the workbook

Once you fill out the form, you'll see a link. Click the link to view a Google Sheet. If you have a gmail account, then you can "Make a Copy" of the Google Sheet and save it on your drive. 

If you don't have a gmail account, you can download the sheet as an Excel file.

Download the Worksheet

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“Using ScreenSteps and the Zero-Memorization Training approach, we were able to decrease our employee's time to proficiency from 60 days down to 6 days

- Stephanie Beal, Contact Center Trainer