A few good reasons to become a member...
Agent Training DVD
We have all had to deal with training tapes produced by people not familiar with our industry. Sure they seem like they were well done BUT they were never written and produced by  someone whose primary business is the telephone answering industry!
Well now we have a choice!
SNUG has produced a 4 chapter series of platform neutral DVD training programs that can take the monotony out of teaching your trainees about our industry. These videos will allow you to give your staff a complete "lesson” including a brief history of TAS industry, proven telephone techniques for all types of calls.
These programs were written with the ATSI Award of Excellence in mind and the agents filmed in the video employ the ATSI protocols. These programs also feature a play-by-play breakdown of the call so your agents will understand the subtle nuances that make our industry what it is.
In short there has NEVER been a series quite like this!
This is NOT a "what button do I push" series. It teaches your agents what they can expect and how to deal with callers when working in our unique business.
These videos were designed to be platform neutral, whether you are a Startel, Axon, Szeto, Amtelco, Telescan, Cadcom, or Tascom or any other switch user, your agents can benefit from the SNUG Agent Training DVD.
View video sample of Agent Training DVD |
| Sample Part I Message Basics |
| Sample Part II Taking Quality Messages |
| Sample Part III Challenging Calls |
| Sample Part IV Delivering Messages |
Order your Agent Training DVD today!
Download Agent DVD Quiz and Answer key PDF files.
Supervisor Training DVD
The SNUG Supervisor Excellence DVD is volume two of its Training Excellence package, a professional development series for the call center industry.
It contains information on the following topics: managing staff, managing the call center, customers-their needs and care, and legal issues.
Volume one is Agent Excellence and deals with message basics, including taking quality messages, challenging calls, and delivering messages. All chapters are produced by owners of teleservice call centers, specifically for the industry. The material follows the ATSI Award of Excellence™ guidelines and is completely non-platform specific and appropriate for training on any call center platform. Order your Supervisor Training DVD today!
Team SNUG CD ROM Training Program
The Team SNUG CD-ROM Training Program is the centerpiece project of the Startel National Users Group. Since it’s inception as a Users Group in 1987, SNUG has promoted the sharing of interests and pooling of ideas for the benefit of those that own and operate Startel based call centers. This training program is the result of a collaborative effort by SNUG and a gifted and dedicated group of recognized Startel experts, who worked hundreds of hours drafting, writing, testing, and developing the program. A special mention of and our sincere appreciation to Daniel L’Heureux, Cindy Reardon, and Ruth Goldenberg; These are just a few of the dedicated professionals who made this project the most successful undertaking of Team SNUG.
Startel Users have longed for a comprehensive training package that standardizes the training and qualifying of new agents. One of the goals of this endeavor was to remove the difficulty in learning the basic operations and features of the Startel system "from scratch". After just six to eight hours of this step-by-step tutorial using a standard P/C, a trainee who completes this Primer will gain an understanding of the basics of the Startel system and the Primary and Secondary Function Keys utilized in Call Answer Mode.
Upon satisfactory completion of the "Final Exercise," a trainee has demonstrated that they can successfully navigate through the basics of messaging via simulations and well-scripted exercises. They are prepared for in-service and live training in your Call Center.
Current users report that they now have "all of the pieces" they need to determine within a matter of hours (instead of days) whether a trainee will succeed in completing training on the Startel system. The bottom line is increased productivity. You can qualify and educate trainees and employees much more efficiently. The immediate payback on your investment through the effective use of this training program to reduce your call center's Variable Labor Costs.
The Program will develop operator skill levels much more quickly, and will save the Call Center owner valuable training time, resources and money. The Training Program is a "must have" product for anyone running a Startel call center.
• Provides the TAS owner with a comprehensive Startel specific. Basic Training Program-for immediate use in Startel based Call Centers.
• Chapter by chapter P/C based tutorial allows trainees to learn at their own pace.
• Enables management to evaluate and track individual performance via supervisor mode.
• Decreases Training Costs- by reducing in overall operator / TSR training time.
• Increases productivity of agents by competently preparing them to handle calls.
• Standardizes- your trainee and employee training.
• Minimizes stress of training to both the trainee and the trainer. Provides your Call Center with more knowledgeable and better-prepared trainees.
• Reduces Trainee Turnover Costs.
• Program is Self- Instructive. There is no hand holding required during the training exercises.
"When using multiple trainers in a Call Center environment, the methods of training are as varied as the number of people performing them. The Program provides consistency as well as uniformity. All are trained in the same (correct) manner in the mechanics of the Startel Messaging System…" Herb Chinoski, Rochester Telemessaging Center
"Saves trainer time and money. We are able to train in far less time and are confident that trainees are competent in Startel use and knowledgeable about how to take and deliver a message before we pair them with an on-line trainer…" Carol Hayes, Central Communications
"...Trainees no longer have that "deer in headlights" look once they complete this Training Program. There is a marked decrease in trainee turnover. In the three months that I have had the Training Program, I have staffed up my 10th and 11th positions. I have never added six new employees in such a short period of time..." Christopher R. Bell, MedCom
Contact SNUG Executive Director Dan L'Heureux at (800) 317-8529 for a free 30 days trial or to purchase the program.
ATSI Call Center Site Certification 
SNUG recognizes that up until now, excluding the CAM-X and ATSI Award of Excellence Programs, there have been no standards in our industry for measuring quality or assessing a call center facility and system readiness. One of the primary goals of 24/7 Site Certification Program is to identify and then require, through a peer review program, the best set of procedures and policies so that a certified site has a high probability of achieving 99.99% annual run-time. This is less than fifty-three minutes of unplanned downtime per year.
The 24/7 Site Certification Program developed by SNUG has merit outside of the Startel platform as well and the SNUG Board will be visiting this issue later this year. The program sets more than sixty criteria that need to be met or exceeded in order to qualify. Overall, the adopted requirements represent a collection of the best practices and guidelines to which sites must adhere.
Part of the challenge of undertaking and participating in this peer review and inspection program is in the actual preparations and groundwork that your center will need to complete in order to qualify. Upon receiving Site Certification status, your operation will have demonstrated a high level of proficiency in recovery techniques, good business practices, procedure documentation, and levels of redundancy necessary for true 24/7 preparedness. Currently there are two levels of certification available: Silver and Gold.
There are many reasons to consider enrolling in the program:
- To differentiate your operation; being site certified enables you to change your basis of comparison from price to quality.
- To increase the level of professionalism both within your market and within the entire industry.
- To demonstrate 24/7 proficiency as well as incorporation of the best recovery techniques available.
- To improve your standing in the marketplace, positively impacting existing clients and employees as well as prospective clients and employees.
- To adopt the best policies and procedures, thereby minimizing the business risk associated with downtime.
- To become the first to receive recognition in your city, state, or region.
- To increase the probability of greater stability.
- To better prepare and document your system maintenance procedures.
- To add an excellent evaluation tool to your organization.
Subjecting yourself to a peer review is a difficult decision for some to make. To ease the process, you can request either a qualified (certified and board approved) colleague or the SNUG executive director, Dan L'Heureux, to conduct the inspection. The program is designed to not be intrusive, but to be part of a learning experience that you and your organization will benefit from. The Connections Magazine interview with Chris Bell, the program's pioneer is available here.
The 24/7 Site Certification program application fee is $495 and the examiner's cost is only $600, plus travel expenses. The inspection can be done in one day. There is also an "earn back" provision. By meeting the criteria, the site can have up to two people accredited to conduct a maximum of three site inspections, where they will earn the inspection rate $600 per day. Thus, the program, in terms of it's cost, can be easily recouped. Contact SNUG Executive Director Dan L'Heureux at (800) 317-8529 for more information and to sign up for the program.
Agent & Supervisor Certification Programs
SNUG certification programs for Agents and Supervisors set the standards in terms of professionalism, knowledge and training.
- 24/7 Call Center Agent Program-
- Complete SCAMP with a minimum score of 90%
- Written Exam specific to platform and special application packages
- Oral Interview
- Six months on the job experience
Certification Process:
1. Applying company site mails fee and Agent Certification application. This will include platform and special application packages currently in use.
2. Upon receipt of application Agent Certifier sends exam to applicant.
3. Completed exam, SCAMP scores and Agent application returned.
4. Exam is scored.
5. Agent Certifier conducts oral interview.
6. Agent Certifier signs off on certificate and mails to certified operator.
7. All paperwork returned to SNUG HQ.
Costs: Single lots 35.00, 10 pack - $250.00
The Supervisor Program is similar and follows Agent Certification
Once the Supervisor has completed Agent Certification they may take and submit the Supervisor test. This test is essay form and consist of
a) 17 General Background + 18 Supervisory Style Questions
b) 21 Specific System Questions
c) 12 System Report Questions
d) 12 Case Study
Contact SNUG Executive Director Dan L'Heureux at (800) 317-8529 for more information and to sign up for the program.
Human Resources 
Alliance Resource Management will assist you in developing systems needed to address your human resource requirements and ensure your investment in your people achieves the greatest return. Contact Charlie O'Neill coneill@armhr.net or visit his web site
http://armhr.net, more information on the services and SNUG member discounts.
Encouraging Oongoing Education
The employees of SNUG members are eligible
to apply for the President's Scholarship program.
The President’s Scholarship funds three scholarships:
$1000 First Prize
$750 Runner Up
$500 Honorable Mention
Email List serve and Bulletin Board
This great way of exchanging of ideas. Most of the membership is currently on-line, so give it a try! News, questions, whatever the subject matter, your fellow Snuggies are out there ready to help with a click of the mouse. Chances are if you have a problem or need advice, another SNUG member with the answer is only an email away. In addition, you can also search for information that has been previous posted by subject, keyword or by person. Members agree, the SNUG email list serve alone is worth the cost of joining! Special
Supervisor List Serve Just like the general list above,
this great way of exchanging of ideas. The purpose of this
list serve is to allow supervisors to receive feedback from their
peers regarding work-related issues. Gossip, discussions of salary
or inappropriate discussions of employees they supervise, owners,
managers, etc., are not appropriate and will not be allowed; the
list will be monitored to help enforce these principles. Add
Names to this list
Galaxy and Constellation
The Galaxy, published quarterly, contains member profiles, educational opportunities as well as industry related developments. It also includes information on how to maximize the potential of your Startel system. In addition, the Constellation, sister publication to the Galaxy, focuses on topics directly relating to call center agents, including interviews with agents from around the SNUG community. View Galaxy/Constellation Newsletters.
SNUG Call Center Commercial
SNUG has produced a 12 minute promotional video which can be customized to feature your company logo. It is an in-depth, upbeat presentation of the wide array of services provided by Telemessaging bureaus. Great for use at trade shows and mailing to prospects. View a sample here. (Real Player required) Contact SNUG Executive Director Dan L'Heureux at (800) 317-8529 to purchase the commercial.
Sign-up online today to Join the Team!
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