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#od0af5bffb3e9, #odf04c981826f, #o45e55a14e158] [HideBlock #ob075404679df] [HideBlock #oee6f63ec1b91] [HideBlock #o4c0e6023bc6a] [ShowBlock #oea2a6ed8bc93] [HideBlock #o8b5ab1a08975] [HideBlock #o76123499e0f4] [HideBlock #o7e6ad79bc91a] [ShowBlock #o8701831f683d] [HideBlock #ocf924fab5ef8, #o98d10279b548, #ocd1089a892d5] [HideBlock #obb07b929c881] [HideBlock #o1565e778846f] [HideBlock #oc949a70a558c] [HideBlock #o1a6d8ab60da8] [HideBlock #oeb461bf894dd] [HideBlock #o5eaec54d41d3] [HideBlock #of8b8e8351ccf] [HideBlock #obc3643a16468] [HideBlock #o25d3f4628cc4] [HideBlock #o506d731a0a6a] [HideBlock #o107d6151f690] [HideBlock #ob08461829754] [/IfAnchor] [Tabs #ob08461829754] 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
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?
SVA uses the Amazon connect portal to receive and make calls. You will be provided with a sign in and password which you can use to login below. The details to login will be emailed to you before your first shift.
Once you are signed in you need to set your status to available. Check your volume is up and your microphone is working. You will need a quiet place to speak from. The phone does ring quite loudly so you should hear it.

When a call arrives, you answer the call with
  • Make sure your microphone is on when you receive a call. To receive the call, just click ACCEPT.
  • Answer with : “Kia ora / Good morning/afternoon welcome to the student volunteer army you are talking to “John Smith” . How can I help you?”
  • Ask the person their name so you can personalise the call.

The main reason most people call is to place an online grocery order. The people calling do not know you are relatively new to SVA, so feel free to explain that to them. Please also make sure to read out the disclaimer statement below at the start of your call:
"We are a third party support service that purely helps you over the phone. We do not shop or deliver any of the groceries, we do not fulfill any of the things. We are simply a tech helpline at the end of the day. If you have an issue with your order or service, the grocery store or company relevant will be the ones responsible."

You will receive a variety of calls relating to different things and you just need to do your best to answer and provide the help if you can. At the end of this training is a FAQ section to help when receiving a call.

Be patient when people are elderly, sick or nervous. Some callers like to chat as you go along as they do not get much personal connection time with others just find a subject they are interested in and chat along.

Missed calls 
If you miss a call your screen will flash orange. Don’t worry, just click back in and you will go back online, and the next call will ring at your centre. The call will either redirect to someone else online or back to you.

At the end of each call
It is important to fill in the call submission form. This will collect details on the call in case it is needed in the future. You would also input details about getting the customer a grocery order confirmation here. Find out more in the next section!
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What's next?
MSD Referrals
As part of our support for communities during the pandemic, we also work with the Ministry of Social Development to help deliver food to those who need it. The following goes through how this part of the process works.
  1. We receive referrals from MSD. This usually includes the client's name, phone number and what amount of food and groceries they require.
  2. The next step is to call up the client who will be receiving the groceries. This is where we rely on you as call centre volunteers. Your role will be to call them up and help them place their grocery order. This will follow much the same process as below for regular grocery orders.
  3. At the payment screen, simply click save list or save trolley. Then message the call centre manager for the day and let them know. They will be able to make the payment and checkout.

The following goes through the whole process more in depth.
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The process you need to follow for Grocery Orders
A big part of the call centre service is helping people place grocery orders with their local Countdown / New World / Pak n Save. This is to make online shopping accessible for those who may not be as comfortable using technology. There is a bit of a process involved for this. The following outlines the steps you should take: 
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  • The Main Steps


  • 1.
    Ask the client if they have a preferred store

    Explain how the process works. We are simply helping them place an order with a grocery store. We do not handle any of the shopping or delivery ourselves. We can help place orders with Countdown, New World and Pak n Save and see if they have a preference. If they do skip to step 4, if not continue below.

  • 2.
    Ask if they would like to pickup or deliver

    Remember that Countdown and New World do both pickup and delivery but Pak n Save only does pickup so make sure to let the customer know.

  • 3.
    Ask for an address

    Use this to search for their nearest grocery store. Go to Google Maps and type in their address. Click the "nearby" button and then search for the relevant grocery store, e.g. New World and it will show you what is around. If there are options (so say both a Countdown and a New World) ask the client what they would prefer. If they have no preference, go with the New World.

  • 4.
    Open up the relevant online shopping site for the grocery store

    Find the links and details for these below. Generally:

    Auckland : shop.sva.org.nz
    North Island, not Auckland : newworld.co.nz/shop
    South Island : countdown.co.nz
    South Island, no delivery by Countdown : shop.sva.org.nz


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  1. The login button is in the top right corner of the page. Login with the username : grocery@sva.org.nz and password : Svasva2022
  2. Click the You're collecting from / We're delivering to button that is located at the top left. Choose Pickup or Delivery based on what the client wants and fill in their details. Remember to also chose a preferred timeslot with them. Once done, click Continue Shopping.
  3. Talk through what the client needs and add it to the cart. You can use the Search bar at the top near the Cart button to look things up.
  4. Once everything is added to the cart, click it. This should be the red button with the dollar value on it then click Proceed to Checkout.
  5. It will take you to the cart page with everything added listed there. Look through and read out the items and the total cost to the client and confirm they would like to purchase these items. Double check the Pickup / Delivery details with the client, this will be at the top of the page. Click Checkout on the right side of the page.
  6. Check off the relevant Conditions of Purchase (remember to read this out to the client) and then click Continue on the right side of the page. 
  7. For non-MSD clients
    1. Click Add payment method and then input the clien't details. Add in the client's payment details. This is a secure system and details are not kept (please do not write any numbers down this is fully confidential and private). Click Add card
    2. Click Place Order
    3. Once the order is finalised you will get a screen with an order number, most people will want to know their order number and the amount.
    4. Click the top right where it should say something like Hi Grocery. Select Manage Cards. The click Remove on the client's card.
    5. Take down their email. Let them know they will receive an email with the order confirmation within 24 hours. Make sure to add these details into the end of call form so that we can forward them the confirmation.
  8. For MSD clients
    1. Click the save list button on the page
    2. Contact you call centre manager so they can checkout 
    3. Remember to take down their email. Let them know they will receive an email with the order confirmation within 24 hours. Make sure to add these details into the end of call form so that we can forward them the confirmation.
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  1. The login button is in the top right corner of the page. Login with the username : grocery@sva.org.nz and password : Svasva2022
  2. Click You're shopping from at the top of the page.
  3. Search and select the store most relevant for the client. Then click Choose a timeslot
  4. Click Change and edit the timeslot to a time suitable for the client. Once done, click Continue Shopping.
  5. Talk through what the client needs and add it to the cart. You can use the Search bar at the top near the Cart button to look things up.
  6. Once everything is added to the cart, click it. This should at the top right then click Proceed to Checkout.
  7. It will take you to the cart page with everything added listed there. Look through and read out the items and the total cost to the client and confirm they would like to purchase these items. Double check the Pickup details with the client, this will be at the top of the page. Click Checkout on the right side of the page.
  8. Check off the relevant Conditions of Purchase (remember to read this out to the client) and then click Continue on the right side of the page. 
  9. For non-MSD clients
    1. Click Add payment method and then input the clien't details. Add in the client's payment details. This is a secure system and details are not kept (please do not write any numbers down this is fully confidential and private). Click Add card
    2. Click Place Order
    3. Once the order is finalised you will get a screen with an order number, most people will want to know their order number and the amount.
    4. Click the top right where it should say something like Hi Grocery. Select Manage Cards. The click Remove on the client's card.
    5. Take down their email. Let them know they will receive an email with the order confirmation within 24 hours. Make sure to add these details into the end of call form so that we can forward them the confirmation.
  10. For MSD clients
    1. Click the save list button on the page
    2. Contact you call centre manager so they can checkout 
    3. Remember to take down their email. Let them know they will receive an email with the order confirmation within 24 hours. Make sure to add these details into the end of call form so that we can forward them the confirmation.
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  1. The login button is in the top right corner of the page. Login with the username : grocery@sva.org.nz and password : Svasva2022
  2. Once logged in, click the Delivery button that is located just beside the cart and then click Change. Adjust the information on that page to match the client's. This will include changing the address, whether they would like to Pickup or have it Delivered and then picking a time for this. Outline the options to the client and let them choose. Once done click Keep Shopping
  3. Talk through what the client needs and add it to the cart. You can use the Search bar at the top near the Cart button to look things up.
  4. Once everything is added to the cart, click it. This should be the green button with the dollar value on it. It will take you to the cart page with everything added listed there. Look through and read out the items and the total cost to the client and confirm they would like to purchase these items.
  5. Once confirmed, scroll down and click Confirmed. On the next page, click Continue to Checkout.
  6. Double check the Pickup / Delivery details with the client. Click Continue
  7. Add in the Onecard number 9480 0797 99066. On this page, remember to Change the phone number at the top of the page to the client's number. This is very important as that is how the client will get the order confirmation. Once done, click Continue to payment
  8. For non-MSD clients
    1. Add in the client's payment details. This is a secure system and details are not kept (please do not write any numbers down this is fully confidential and private). Click Submit and confirm order.
    2. Once the order is finalised you will get a screen with an order number, most people will want to know their order number and the amount. Let them know they will receive a text about the order directly from Countdown. They can use the text message to collect the order.
    3. Take down their email. Let them know they will receive an email with the order confirmation within 24 hours. Make sure to add these details into the end of call form so that we can forward them the confirmation.
  9. For MSD clients
    1. Click the save list button on the page
    2. Contact you call centre manager so they can checkout 
    3. Remember to take down their email. Let them know they will receive an email with the order confirmation within 24 hours. Make sure to add these details into the end of call form so that we can forward them the confirmation.
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SVA Shop : shop.sva.org.nz
  1. Simply click the link and open up the store. You will need a password to access the store, the password is SVA2022.
  2. Search and add items to the cart
  3. Talk through what the client needs and add it to the cart. You can use the Search bar at the top near the Cart button to look things up.
  4. Once everything is added to the cart, click it. This should be the button with the dollar value on it. It will take you to the cart page with everything added listed there. Look through and read out the items and the total cost to the client and confirm they would like to purchase these items.
  5. Once confirmed, scroll down and click Checkout.
  6. On the next page, enter the client's details for shipping and delivery. 
  7. For non-MSD cients
    1. Add in the client's payment details. This is a secure system and details are not kept (please do not write any numbers down this is fully confidential and private). Click Submit and confirm order.
  8. For MSD clients
    1. Use the discount code MSDVoucher2022 at checkout so there isn't anything to pay. We cross this with the voucher from MSD and pay for the order with that on the backend.
  9. Once the order is finalised you will get a screen with an order number, most people will want to know their order number and the amount. Let them know they will receive an order confirmation to their email.
  10. Take down their email. Let them know they will receive an email with the order confirmation within 24 hours, it is usually instantly sent for this shop. Make sure to add these details into the end of call form so that we can forward them the confirmation.
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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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Can customers use WINZ Payment Cards?
No. Ask the Client to speak with their manager and they can organise for money to be put on their credit or debit card to then use in our shop.
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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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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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Organisations requesting help
We do get organisations asking for volunteers. Use the Volunteer Request Form again for these requests.
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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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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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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?
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Correct - this is so we can keep track of how many calls we get and what they are about.
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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?
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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?
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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.
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