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#o8b5ab1a08975] Call Centre Volunteer Training
Call Centre Training
Introduction to the SVA Call Centre
It is important that members of our community can contact us in different ways.

This is where you come in.
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Get started
COVID 19 and keeping yourself safe
Your support is hugely appreciated and we love that you want to get involved and help essential services in Aotearoa.

Now that you're part of the SVA, you're part of our whanau and that means your wellbeing is the most important. We want you to be safe and well during this time to help our essential services.
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  1. Wash your hands and Sanitise: It's really important that you use good hygiene. Regularly wash and thoroughly dry your hands and apply hand sanitiser. Always use good cough and sneeze etiquette by sneezing or coughing into your elbow.
  2. PPE: You must wear the appropriate 'PPE' (Personal Protective Equipment) that is required at all times.
  3. Social distancing: We strongly encourage that you ensure you're practising social distancing by maintaining 2 metres (3 is even better) between yourself and others and not being in physical contact with people that are not in your bubble.
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For information on how to keep yourself and others safe, visit covid19.govt.nz, New Zealand's 'Unite Against COVID-19' website.
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Understood, next section!
Introduction to your role
Call centre?
We have set up this call centre using Amazon Connect so that the friendly call centre team can volunteer from anywhere across Aotearoa.

It is important that we not only have an email for our community to contact us on but a phone line available also.

You are here to provide a friendly voice on the other end of the line, to either take a message or provide some more information to those calling in!

Thank you for taking time out of your busy schedule to help your community!
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Excellent, I am ready for the next section
How does it work?
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What's next?
The process you need to follow
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  • Step 1
    Turn on the phone



  • Turning on the call centre is easy.

    Click on the Amazon link and sign in, once signed in click the phone icon in the top right hand corner, this will bring up the desk phone.

    mkvvazyarG0Ji7A8-phone.JPG



  • Step 2
    Set a status



  • Once the phone has opened another tab, set your status to available and make sure if you step away you turn your status offline.

    After each call and if you miss any calls, be sure to clear these so you can receive the next call.


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  • Step 3
    The Script



  • Make sure when you answer the phone you have a smile on your face.

    Start
    Kia ora/Good Morning/Afternoon,
    Welcome to the Student Volunteer Army you’re speaking with (name)



    Questions:
    How can I help you today?
    How did you hear about the SVA?



    End
    Thank you very much for your call
    Take care



    We receive a wide range of calls, so just do your best to answer these. If you are unsure at any point, take down their details and an SVA employer will call them back.



  • Step 4
    Template to complete



  • We need to record down all of the calls that we take.


    Please fill in and send this template to: support@sva.org.nz after each call



    Name:
    Phone:
    Email:
    Address:
    Where did you hear about us:
    Message:
    Questions:
    Order number (if required):
    Note:



  • Step 5
    End of shift





  • At the end of your shift, turn your status to Offline. You are then fine to leave. Thanks for your efforts!!



    If you have any problems or questions, please do not hesitate to get in touch with your Team lead.


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I'm ready for the next section
Frequently Asked Questions (FAQ)
Some topics that come up at the call centre
Setting expectations
As you can imagine, we get lots of different requests. It is really important that you do not make any promises over the phone. If in doubt, pass this on to an SVA employer.
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Someone wants to be an SVA Volunteer
Awesome, we love new volunteers joining our whānau.

Suggest that they sign up to the SVA App. If they are part of an institution they can join that group, if they do not have an institution get them to register under SVA 'General' 
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Someone has called in asking for Volunteers
This is a very common request, so we have prepared a Volunteer Request Form.
Save this on your desktop so that it is on hand when someone calls. Do your best to fill it out, as long as we have their name and number and a general understanding of the request we can take it from there!
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Media requests
From time to time, especially in a crisis, we get requests from the media. Explain to them that you are a call centre volunteer and you will get an SVA employer to get in touch. Please do not make any comments to the media.
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Organisations requesting help
We do get organisations asking for volunteers. Use the Volunteer Request Form again for these requests.
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Food parcel requests
This is a very common request and unfortunately, we are not in the position to hand out food parcels. Politely let the caller know that this is out of our realm and they should get in contact with one of the following:
  • Ministry of Social Development
  • The City Mission
  • Salvation Army
  • Local food banks
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Time to take a short quiz!
Check your understanding
It's really important you follow the process when taking calls. Please take a moment to answer the questions below so we can make sure you understand.
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Click here to start the quiz!
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Want to go back to a particular question?
Check your understanding
It's really important you follow the process when taking calls. Please take a moment to answer the questions below so we can make sure you understand.
Do you fill out a template after each call?
Check your understanding
It's really important you follow the process when taking calls. Please take a moment to answer the questions below so we can make sure you understand.
Do you fill out a template after each call?
That's right!
Correct - this is so we can keep track of how many calls we get and what they are about.
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Next question
Check your understanding
It's really important you follow the process when taking calls. Please take a moment to answer the questions below so we can make sure you understand.
What should your Amazon Connect status be set to?
Check your understanding
It's really important you follow the process when taking calls. Please take a moment to answer the questions below so we can make sure you understand.
What should your Amazon Connect status be set to?
That's right!
Make sure you can take those calls.
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Just a few more things
Ka pai!
Some final reminders
  • Please remember to reset your status to "Available" on Amazon Connect if you have missed a call, otherwise you will not receive any more calls if it does not say "Available". Do not worry if you miss a call, it will then go to the next available person.
  • Please update us with your availability regularly - it's great to readily know who's available on what days.
  • Remember to make sure you switch Amazon Connect to "Offline" when you have finished your shift.
  • Use the call to connect with the customer. Spending an extra few minutes can really help people with their mental health and to feel wanted and as though someone cares. This is a big part of the service!
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Before you start in the call centre, we need to confirm that you understand:
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All done! Type in your email and click here to submit that you have completed the training.
Incorrect.
That's not quite right. Try again.
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