Support & training
"Who trains my two hundred agents, and how long does that take?"
It is the question that decides whether a rollout happens this quarter or next, and most vendors answer it with a quote for professional services. The written material is already in the product.
Quick answer
What does DialerBee support and training cover? Four role-specific guides ship inside the console, one each for Agent, Supervisor, Admin and Super Admin, and each covers its role end to end, from browser requirements through to the reports that role is expected to produce. The guides are included at no extra cost, live in the console at the help route, and are versioned with the product, so what an agent reads matches what is on their screen. Most floors bring new agents up on the agent guide plus a supervised shift, without a paid services engagement. Beyond the guides, email hello@dialerbee.com for product and account questions, security@dialerbee.com for security reviews and disclosure, and partners@dialerbee.com for reseller and white-label arrangements.
Four roles, four guides
Written for the job, not for the software
One manual covering everything is a manual nobody reads. Each role gets its own, starting where that person actually starts and ending with what they are expected to produce.
Agent
The person on the phone all day
- Browser and hardware requirements before day one
- Logging in, first-time setup and the desktop layout
- Every status, what it means, and the wrap-up timer
- The dial pad, speed dial, recent calls and country codes
- The full outbound and inbound call flow, end to end
Supervisor
The person running the floor in real time
- Access points and what a supervisor can see that an agent cannot
- The live wallboard and reading it during a shift
- Listen, whisper and barge, and when each is appropriate
- Queue and agent management while campaigns are running
- Reports a supervisor is expected to produce
Admin
The person who configures the platform
- System overview and requirements
- Campaigns, lists, scripts and dispositions
- Users, roles and permissions
- Compliance configuration — consent, DNC and calling windows
- Reporting, exports and scheduled delivery
Super Admin / Operations
The person responsible across tenants
- Operations access and the role hierarchy
- Multi-tenant overview and isolation
- Gateway, trunk and capacity configuration
- Platform-level monitoring and health
- Tenant provisioning and lifecycle
Where documentation belongs
Inside the console, not in an onboarding email
Available at the moment of need
A supervisor looking up how barge works is looking it up mid-shift, not the week before. The guides are a click away in the console.
Versioned with the product
What someone reads matches what is on their screen. A PDF emailed at onboarding is wrong by the third release.
Works for a distributed floor
Home-based and outsourced agents get the same material as everyone else, without anyone shipping documents around.
Getting in touch
Who to email, and about what
Product & account
hello@dialerbee.comHow something works, changing your configuration, anything about your account.
Security
security@dialerbee.comSecurity reviews, questionnaires, the DPA and vulnerability disclosure.
Partners & resellers
partners@dialerbee.comWhite-label arrangements, reseller terms and partner onboarding.
Questions
Rollout and support
Who trains our agents, and how long does it take?
Is training a paid engagement?
Where do the guides live?
What if we need help beyond the guides?
Do you support agents working from home?
Planning a rollout?
Tell us how many agents, across how many sites, in how many languages, and we will tell you what the first two weeks actually look like.