QUICK GUIDE Start your first outbound campaign or setup a service line in 15 minutes

READ ME FIRST: BASIC REQUIREMENTS 1 Computers Admin can use any browser (Firefox and Chrome recommended) All Windows (XP, Vista, 7, 8) computers, Macs and Linux computers ok for agents However, some features are only available for Windows users (e.g., GSM calling, live whisper) 2 Headsets Headsets need to be plugged-in to the computers USB headsets recommended (analog also ok for most models) 3 Accounts Ask LeadDesk Support to open admin account – you can then open each agent account yourself Agent computers Windows users need a small LeadDesk program installed Mac and Linux users access via browser (Chrome or Firefox) 4 Internet Bandwidth requirement depends on telephony option With GSM calling, 1MBs for 20 users is easily enough With VoIP calling, 10MBs for 20 users is recommended 5 Other If you have any special requirements (e.g., own PBX, complex inbound), as LeadDesk Support for help Also ask Support if you require to use our API or fully customizable reporting

Computer & Internet connection HOW TO INTEGRATE WITH TELEPHONE NETWORK? SETUP USED BY ~75% OF LEADDESK CUSTOMERS* SIM with any VOICE PLAN Computer & Internet connection * The rest use VoIP

MANAGER AGENT TEAM

STEPS TO START YOUR FIRST CAMPAIGN 1 Take a look at your new ADMIN DASHBOARD – get comfortable with what is where 2 Create first AGENT ACCOUNTS 3 Upload the CONTACT LIST you want to start calling to 4 Setup CAMPAIGN SETTINGS, including what different call outcomes there are This is when AGENTS can login in their interface and start calling! 5 Track results from real-time WIDGETS, TEAM SCREEN, and REPORTING 6 If you want, optimize GENERAL SETTINGS, AUTOMATIC EMAIL/SMS, INBOUND QUEUES, PRODUCTS, COMMISSION MANAGEMENT etc. …

1. GO LOGIN.LEADDESK.COM TO ACCESS DASHBOARD Use these tabs to setup your operations overall & specific campaigns Everything under Overview helps to manage daily operations Select logic for each Campaign Define Agents and roles Upload Contact lists Add products and other Objectives Setting for complex B2B campaigns Manage IVR, other inbound features at Queues Rest in General Settings Use Reports to review development over time & show it to stakeholders This is where you Log out Here you can Chat with others in your team

2. CREATE AN ACCOUNT FOR EACH AGENT 3. Fill in desired account details 1. Choose Agents tab Hint: Apart from name, username and password you can typically leave these empty. Hint: all agent/admin accounts are listed here 4. Select Create 2. Select Add new

2. LATER, MANAGE AGENT/CAMPAIGN ALLOCATIONS Hint: Click on the cell to add/remove rights Green check-mark indicates rights given for specific agents/campaign

3. UPLOAD YOUR FIRST CONTACT LIST 3. Let LeadDesk know - Whether to create a new list or add contacts to an existing one - List name - How many contact attempts will be made 1. Choose Contact Lists tab 4. Upload the list (.csv and .xls formats supported) Hint: One contact on each row. Columns can be in any order. Hint: all contact lists are listed and can be edited Hint: Go through the additional settings, and make changes to default values if you want 5. Select Create 2. Select Create

4. CREATE A CAMPAIGN FOR THE CONTACT LIST 1. Choose Campaigns tab 3. Define Call results for that campaign, and what is the desired next step after each, e.g. Removed and kept on the contact list Desired waiting period before possible next call Automatic message to be sent Hint: all campaigns are listed here and can be edited 4. Select Calling methods – if you take several, agents can choose among them Note: there are several additional settings you can alter if you want. Free feel to explore the advanced sections. Finally, select Create from the page bottom. 2. Select Add new

5. TRACK CALL AND RESULTS IN REAL TIME Use Overview and its many sub-tabs to see what is happening your call center right now. Use Reports to draw picture into development over time or, e.g., collect all orders to be reported forward.

6. ADVANCED FEATURES PERHAPS FOR LATER USE Calling methods Six methods (incl. B2B predictive, powerdial) Light interface for click-to-call from browser Reporting 200+ templates available DIY report template creation tool Live reporting to clients User rights Multiple levels Individual campaigns can be blocked Offices & shifts Agent management Activity log and revenue/cost per hour Work time approvals Company chat Objectives/products Product fields Manuscript tool Meeting calendar Commissions Campaign/list CRM Contact bank and DNC Order and contact stages “Genius mode” to link best agents with each lead API Interface to lists & calls Also instant callbacks Some CRM integrations readily available Contact capabilities Number live activity check B2B/B2C contact sources Link to product owner CRM/contact banks Inbound “PBX in the cloud” IVR, skills Service level monitoring Call forwarding Messaging SMS send and receive Email send Link to call results or send out message blast Monitoring Live widgets Call monitoring options (full call recoding, call receipt, live listen/whisper) Telephony options VoIP GSM Operator services Also: own PBX/landline

MANAGER AGENT TEAM

WHERE DO AGENTS LOG IN? Windows users: a small program installed on the hard drive (ask LeadDesk Support for the installation packge) Mac and Linux users: via web browser (Chrome and Firefox recommended) Note: agree with LeadDesk Support which version to be used.

AFTER AGENTS LOG IN, THE CAN START CALLING Work time management Old calls Select campaign (admin defines availabilities for each agent) Selected agent KPI is tracked here Each available calling method is on a separate tab (available calling methods can be selected by admin for each campaign) In this example, fully automatic calling is selected. In can be initiated here. Next best lead is connected automatically.

ONCE ANSWERED, A CALL WINDOW POPS UP Contact information is under these tabs. It can be edited and saved. Before ending the call, agent selects a call result. Then LeadDesk knows what to do with the contact next. Additional features, such as putting contact to “do not call” list, are under this dropdown menu Under this tab a specific callback time can be set Here the agent can confirm or modify the order. He can also define a delivery different from invoicing address If agent reaches his objective – e.g., setting up appointment, selling a product – he can fill in the details here. Selecting the objective collapses the order form.

MANAGER AGENT TEAM

SET LEADDESK SCREEN FOR THE WHOLE TEAM TO SEE Go screen.leaddesk.com, and select the different visuals to be circulated on team screen. There are 30+ visuals to choose from. Visuals are automatically updated, and are optimized for full-HD screens.

THANK YOU FOR YOUR INTEREST. LET’S BE IN TOUCH! Support Center Web site Email support.leaddesk.com support@leaddesk.com Global LeadDesk GmbH Pappelallee 78/79, Berlin Hotline: +358 942891826 (Mon-Sat, 8am – 8pm CET) Germany Poland LeadDesk GmbH LeadDesk branch office Poland Pappelallee 78/79 ul. Smulikowskiego 1/3 Berlin , Germany Warsaw, Poland Hotline: +49 3030806357 Hotline: +48 223073921 Denmark/Sweden/Norway Finland & Baltic countries LeadDesk AB LeadDesk Oy Hornsgatan 15 Hämeentie 19A Stockholm, Sweden Helsinki, Finland Hotline: +46 852503941 Hotline: +358 942891826 Sales First point of contact Mr. Lauri Pukkinen +49 151 70226715 lauri.pukkinen@leaddesk.com