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

2. READ ME FIRST: BASIC REQUIREMENTS1
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

3. 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

4. MANAGER AGENT TEAM

5. STEPS TO START YOUR FIRST CAMPAIGN1
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 /SMS, INBOUND QUEUES, PRODUCTS, COMMISSION MANAGEMENT etc. …

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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.

12. 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
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

13. MANAGER AGENT TEAM

14. 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.

15. 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.

16. 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.

17. MANAGER AGENT TEAM

18. 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.

19. THANK YOU FOR YOUR INTEREST. LET’S BE IN TOUCH!
Support Center
Web site
support.leaddesk.com
Global
LeadDesk GmbH Pappelallee 78/79, Berlin Hotline: (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: Hotline:
Denmark/Sweden/Norway Finland & Baltic countries
LeadDesk AB LeadDesk Oy Hornsgatan Hämeentie 19A Stockholm, Sweden Helsinki, Finland Hotline: Hotline:
Sales
First point of contact
Mr. Lauri Pukkinen