Main > SCA Proc > Sonlight Touch

SL Touch program to be discontinued

As of 12/12/08, the ambassador program will be discontinued.

SL Touch calls:

Do not go into the Marketing Data Base, 2 core project without FIRST checking with the Contact Advisor.

  • We’ve realized we have a problem with the timing of calls. If someone checks into the MDB each day at 10 AM MT they then skip all Pacific, Alaska, and Hawaii calls by using the ‘Wrong Time to Call’ button at the bottom of the page.
  • Using that button moves the call to the ready queue the NEXT day, which means no one is able to attempt those calls later that day.
  • Then the next day, if someone checks into the MDB early it happens again. On and on until we run into a day where there are NO calls in the queue. Having an empty queue will become less frequent as the system begins to repeat with the 2nd year of the campaign and we have customers at all different steps in the process.
  • We have decided to set aside one day per week where we will not work the MDB until the 2:30 shift or later, which will allow us to attempt all the calls, regardless of time zone and hopefully clear out any backlog of west coast calls.
  • The day per week we do this will change based on the availability of the team – it won’t be on Wednesday or Friday. We will add on an extra person that one day in shift D just to do these SL Touch calls.

Sonlight Touch - 2 Core Purchaser Calls by Advisors

  • All advisors will work on the Sonlight Touch program when volume permits, except international advisors
  • http://www.sonlight.com/marketing - Log in info is your SCOPS log in
  • Select 1st time 2 Core Purchasers
  • Can use Skip button at the top if not a good time to call (call between 9 am and 8 pm local time).
  • Script is suggested - just be sure to hit all the bullet points.
  • If the customer would like a call back at a specific time, check the advisor call box and include a 3 - 4 hour time frame for the return call. This will create a Footprints ticket and will be handled like any other Ambassador referral.
  • If you are finished in the MDB (Marketing Data Base), save the results of your last call. When the next customer info comes up, just close the browser.
  • Send any reports of praise, prayer requests, times you 'save' a customer, etc. to the Facilitator to be shared with Sonlight management/owners.
  • See 11.28.07 minutes for additional discussion

Some clarification on how the MDB system works. 12.5.07

  1. Two weeks after their purchase the customer is sent an email telling them about the Sonlight Touch program.
  2. Three days later the contact moves into the Ready queue – and advisors will see a call ready to be made.
  3. Advisor A attempts to contact a customer and either leaves a message or gets no answer. So she checks the LM 1st attempt or NA first attempt and saves that call.
  4. The call then stays in Advisor A’s queue for two weeks (updated 12.07). If Advisor A returns to work calls in the MDB queue within those two weeks any 1st attempt calls still open will come up first.
  5. There will be a note at the bottom where you check the result of the call to let you know what date and time you attempted the call previously.

If Advisor A does not return within three days the call returns to the Ready queue.

Other issues related to the MDB:

  • I am working with Ken to see if we can change the system so calls move back to the ready queue at the end of each day. Since advisors are not being paid per call, there is no reason for the call to have to stay with one advisor.
  • Ken will program the system to show us the time and date of previous calls regardless of whether you are advisor A or not. We only want to make 2 attempts and close the contact (either call complete, left final message, no answer final attempt).
  • Do not call --- mark any consultant or advisor as do not call and click save
  • Do not call --- mark any international or just any other call where we don’t need to attempt to call again as do not call. Use your best judgment; don’t hesitate to ask if you have questions.
  • Just like you keep a hard copy of contacts in FP, keep a hard copy of contacts in MDB. Just listing customer number and result would be enough. You don’t have to send these to me, but you need to be able to recreate the recaps in case of computer crash or if we have a technical glitch! Hard copies are ESSENTIAL!
  • Let me know if you have any trouble with the Skip button not working.
  • Just so you are aware, the consultant/advisor badge is a black bar that will be found at the top of the regular badges (those you see on the forums) in the MDB (Marketing Data Base).
  • We are going through calls at a very fast rate. I am certain that it is because we are logging a large number of hours on the project. I do, however, want to be sure that you all feel empowered to spend time with each customer – and that we offer curriculum assistance on each call. Because these customers purchased two cores, it was projected that the length of call would be longer on average than for those who purchased only one core.
  • Give me some feedback about whether you are answering advisor questions during these calls or whether it hasn’t been necessary, etc. In any case, please do know you can take as much time as necessary for each Sonlight Touch contact!
  • When we finish these first 370 contacts that are back to April, 2007, we will move into calling customers 2 weeks after their purchase, then two more times per year. I will check the number in the ready queue when I set the schedule to see how many are available. Whenever you run out of calls in FP, just IM the CA and tell them you are moving to the MDB. We need to be checking often.
  • NEW info added 12.07
    • Customer Notes section added - this field functions the same as the notes section in Footprints - if you delete anything it is permanently gone. Just type ABOVE the last note, to keep the latest at the top. Everything in the field will remain from contact to contact.

Ambassador Referrals updated 10.5.07

When ambassadors refer a contact to us they select from 4 options to request an additional contact:

  • requests contact from SCA...
  • requests contact from SCR...
  • requests assistance with SL forums...
  • requests CD

There is then a comment section where the Ambassador is to type in notes for each department. There is only ONE comment section, but the system will send out up to 4 emails – one to each department the ambassador checked. So, if we get an advisor email, that means the ambassador checked the SCA box – which means we call the customer regardless of whether there is a note relevant to us or not. If there is a note that seems to apply to another department refer the ticket to the facilitator AFTER you complete it. I will confirm the ambassador sent a request to the other department then close the ticket.

Other pertinent info:

  • Log Ambassador referrals as web tickets for the time being.
  • Send an email to the customer after the 3rd day of phone attempts.
  • When we receive a contact from a customer who is still in the Ambassador system (i.e. they replied to the initial Ambassador email, called CR or our VM system in response to a left message by an ambassador) we will call the customer, but do not feel you HAVE to mention that an ambassador will still call. If they ask do let them know that yes, an ambassador will still call.