Business Customer Onboarding Journey
As a business customer is preparing to onboard, you must determine which features are required, and their corresponding configurations. Failure to gather the customer requirements and needs upfront can make for a frustrating experience for all involved. Here we have prepared some questions to ask during the onboarding journey process to make things flow as smooth as possible.
Telephone Numbers:
- Make a list of all in service telephone numbers
- Get a copy of the most recent telephone bill
- Sign a Letter of Agency for all local numbers
- Sign a separate Letter of Agency for each Toll-Free number
- Determine how each number is presently used and how each number should be used in the new system
- Ask if the customer needs any new telephone numbers. Get any preferences on area code, rate center, or number flow (e.g., ends in a zero, as many twos as possible, etc.).
User Information:
Make a list of current users including:
- Full name
- Extension
- Assigned DID number (if one exits)
- The site user is assigned to (if multi-site or if with remote employees)
- E-mail address
- Determine user scope (Basic User, Call Center Agent, Office Manager, Site Manager, Call Center Supervisor)
- e911 Address information for each site, including remote users.
Call Flow Details:
- Determine if the customer is part of any Call Queues, and if so:
- What type should they be configured for?
- What agents should be in each queue?
- Pre-Queue Options like Require Agents, Require MOH, Callback Options, etc.
- In-Queue Options such as logging out agents that miss a call, forward if unanswered, voicemail, etc.
- Does the customer need any Call Parks? If so, how many?
- Determine if the customer has any Auto-Attendants, and if so, how they are configured
- What timeframes are required such as open hours, closed hours, and holidays?
- Determine how the calls should route during each timeframe.
Endpoints:
- What endpoints currently exist and will they bring these endpoints to the new system? If so:
- Are they supported by AVATAVA?
- Does the client have the administrator password?
- Does the client need new endpoints? If so:
- How many new endpoints are needed?
- Determine preferences on features like Wi-Fi/Bluetooth, color vs. monochrome vs. touch screen, number of line appearances, etc.
- Determine any additional endpoints required such as SIP-enabled speakerphones/door phones, conference room/huddle room phones, or ATAs to support legacy devices?
Features:
- Determine if SMS should be setup on any telephone number? If so, where should the messages route to?
- Determine if call recording should be enabled? If so:
- On what devices/users/queues?
- How much recording does the customer expect to have per month?
- How long do the recordings need to be retained?
- Does the customer need fax support? If so, what type? Read Faxing with AVATAVA for options
- Are conference bridges required? If so, how many?
- Is voicemail transcription required?
- Determine any specific Music On Hold requirements or gather any pre-recorded Music On Hold recordings to upload?
After gathering as many of these requirements as possible, documenting the call flow should make building the System easier. An example of a documented call flow can be found here.
