Instructions for operators
PLADO
Platform overview
How can the operator log in the system?
To enter the platform, the operator needs to log in using his username and password, which were sent to him by the manager. Follow the link a.plado.market/site/login
Enter your username and password, for example:
Operator
Hjk677er
After that, you will be taken to your personal account.
First steps
After logging into the system, the operator will see a start screen with a welcome - Welcome to PLADO control!

First of all, the operator needs to click on his login in the upper right corner on the main panel and go to the Settings section. In this section, the operator must specify his phone number in case he needs to make a mobile call to a client or another user, as well as telegram id. If the operator does not have a telegram id, then any value can be specified in the telegram id field, for example, 0 or 1.

Usually operators make not mobile calls to clients, but SIP calls, using Zoiper. That's why the operator needs to download Zoiper (for exaple here - https://www.zoiper.com/en/voip-softphone/download/current), instal it, then open and log in using the credentials and instruction, which were sent to him by the manager.

After that, the operator can start working with orders. To start working with orders, the operator needs to click on the Start button in the upper left corner.
Where does the operator's main work take place?
After the operator pressed the Start button, the Leads section will be opened in front of him with tools for orders processing, lines and blocks in which orders are placed depending on their status.

At the moment there are 6 lines:

- First
- In Process
- Reject
- Buyout
- Retention
- Personal list

On each line, except of the personal list, there are 3 blocks:

- Work
- Callback
- Schedule delivery
First line
The First line in the Work block receives new leads that have just been validated and received the New Valid status. Such leads must be accepted for work and processed by the operator. Also, in this block there are leads with the No answer status - those leads that could not be reached the previous time and were re-distributed to the operator.

The Callback block includes leads to which the operator has assigned the Call back later status. This status is assigned, for example, if the client asked to call him at a certain time. The operator can select a time and assign a call back to the lead. The time selected by the operator will be displayed in the Complete before column. When 30 minutes remain before the appointed time, this lead will be highlighted in orange. 15 minutes before the appointed time - in red.

In the Schedule delivery block, the operator places the leads to which he has assigned the Send for delivery later status. The operator can assigned the Send for delivery later status, if the lead is need to be sent for delivery at a specific time. For example, if a customer is ready to receive an order on a certain day.
In Process line
The In Process line in the Work block receives leads with the status No answer_old, Call back later_delay, Call back later_2_delay. The No answer_old status is given to leads that have been in the No answer status for more than 5 days. Call back later_delay and Call back later_2_delay receive leads that were in the status of Call back later and Call back later_delay, but did not change their status at the time that the operator assigned them.

The Callback block of this line includes leads from the Work block, to which the operator assigned the Call back later_2 status, for example, if the client asked to call him at a certain time.

The Schedule delivery block of this line includes leads from the Work block, to which the operator assigned the status Send for delivery later_2, for example, if the lead is need to be sent for delivery at a specific time.





Reject line
The Reject line in the Work block receives leads in rejection statuses. These are the leads that were initially rejected by operators with statuses like Customer reject. These leads must be re-processed by operators working on that line. They repeatedly offer customers to buy goods, but with a discount.

The Callback block of this line includes leads from the Work block, to which the operator assigned the Call back later_reject status, for example, if the client asked to call him at a certain time.

The Schedule delivery block of this line includes leads from the Work block, to which the operator assigned the status Send for delivery later_reject, for example, if the lead is need to be sent for delivery at a specific time.
Buyout line
This line in it's Work block displays leads that were sent for delivery by the operators. The operator can monitor the process of delivery of the order to the client, as well as call the client or the courier, if necessary. There is a Show my leads button on the Buyout line. By clicking this button, the operator can filter the leads in the Work block, and see only those leads that this operator sent for delivery, and hide the leads of other operators.

The Callback block of this line includes leads from the Work block, to which the operator assigned the Call back later_buyout status, for example, if the client asked to call him at a certain time.

The Schedule delivery block of this line includes leads from the Work block, to which the operator assigned the status Send for delivery later_buyout, for example, if the lead is need to be sent for delivery at a specific time.

Call back later_buyout and Send for delivery later_buyout can only be assigned to leads that are in the C_Callback status.
Retention line
On the Retention line in the Work block, there are leads in the Buyout status - those leads that were delivered to the client and bought out by him. On this line, the operator can create a repeat sale, i.e. duplicate lead that will contain all the data of the first lead, but will have a different id. This must be done if the customer called to make a repeat order. In this case new lead will be displayed in the Schedule delivery block with the Send for delivery later_retention status.

The Callback block of this line displays those leads that the operator has transferred to the Call back later_retention status. The operator can assign this status to those leads that were created as a repeat sale and displayed in the Schedule delivery block.

Personal list
In this section, the operator can see the leads assigned to him by the lead-operator. These leads remain assigned to the operator, even if the operator finishes work and logs out his personal account.


Working with a lead
Beginning of the operator's work. START button.
Important! When you visit the site you need to click on the START button to start working.
After that, the PAUSE and STOP buttons will appear, and you will automatically be taken to the Leads section.
This means that you have started working on the platform.
How to send a lead for delivery?
First line, Second line, Reject line:

1. Open a lead by clicking on the blue arrow
2. Call the customer using Call or Mobile call button
3. If the customer confirms the order, the operator need to double-check the delivery address with him and fill it out in the Make an order and Contact section.
4. Get back to General information section, press Send for delivery button, choose date (today or tomorrow) and time of delivery in the pop-up window, and press Send for delivery button.

Buyout line:

The operator can send for delivery only leads with the C_Callback status. Other steps are the same as for previous lines, but instead of Send for delivery button there is Return for delivery button.

Retention line:

1. Open a lead by clicking on the blue arrow
2. Press Create repeat sale button. After this the duplicate of this lead will be created and opened automatically. Also it will be displayed in Schedule delivery block.
3. The same steps as for First line, Second line, and Reject line
How to call the cutomer?
The Call and Mobile Call buttons allow the operator to call the customer. The CALL button makes SIP call - call via Zoiper. To make such a call, the operator must open Zoiper, and must be authorized in it. The Mobile Call button allows to make a mobile call to the client -through the smartphone of the operator. To make such a call, the operator must set his phone number in the settings of his personal account.
If the operator makes a SIP call through the Call button, in this case, a call comes to Zoiper, and must be accepted by the operator. After the call is accepted, the operator will be connected to the customer.
If the operator makes a mobile call to the customer using the Mobile call button, in this case, a call comes to his smartphone, and must be accepted by the operator. After the call is accepted, the operator will be connected to the customer.

How to fill out customer's address information?
In order to send a lead on delivery or set a date for the planned delivery, the operator must first fill out the customer's address information in the Order Composition and Contact section.
- In the Location block, the operator selects the country and the city of the customer, and presses the Save button.
- In the Coordinates block, the operator can save the latitude and longitude of the client's address, if the delivery service requires that. To preserve the coordinates, the operator must click on Save.
- In the Add Products block in the Sales Options field, the operator must choose a set of goods that he managed to sell to the customer. For example, 1, 2+1, 3+2, etc. To add the selected goods, the operator must click on the Add button after choosing a set.
- In the Address block, the operator must fill out the customer's district, street, house, apartment, and index. He can also leave a comment for the delivery service in the Comment for Delivery field. After filling out all the data, the operator must click on the Save button.
What to do if you can not get through to the customer?
If the operator can not get through to the customer he can use No answer button. If this operator works in the Fist line, after pressing No answer button he need to choose the reason, for example Long beeps, Answering machine, Melody and etc.
In the First and Secoud lines these leads will disappear from the Work block and will be re-distributed to the same or another operator in an hour. For other lines and blocks these leads will not disappear from it's block, but will have +1 failed call attempt.
How to schedule a Call back?
Sometimes when the operator make a call to the customer, the customer is not comfortable to talk at that moment. In this case, the operator can assign a Call back to this lead.
To assign a Call back the operator need to use Schedule a callback button. After pressing this button the operator will see a pop-up window where he can choose date and time when he will call this customer again. This lead will be displayed in Callback block. The time selected by the operator will be displayed in the Complete before column. When 30 minutes remain before the appointed time, this lead will be highlighted in orange. 15 minutes before the appointed time - in red.
How to schedule a delayed delivery?
If the operator called the customer, and the customer confirmed his order but told that he can not receive his order today or tomorrow, the operator can schedule a delivery for this lead. To schedule a delivery the operator need to use Schedule delivery button. After pressing this button the operator will see a pop-up window where he can choose date of delayed delivery. The operator cannot schedule a delivery date longer than 7 days from the current date! After he will schedule a delivery, this lead will be displayed in Schedule delivery block. If the operator does not process the lead at the appointed time, then when he goes to the main page, he will see a notification that he must process this lead. The operator will not be able to work with other leads until this lead is processed.

How to reject a lead?
The operator can reject the lead if there is a reason for that. In the Plado system, a lead can be rejected as a Trash and as a Customer reject.
The operator can reject the lead, like Trash, if the reason for the rejection is not the customer's refusal. For example: Did not order, Invalid number, Hooliganism etc.
The operator can reject the lead, like Customer reject, if the reason for the rejection is the customer's refusal. For example: Will think, Expensive, Doctor's prohibition etc.
To reject a lead the operator can use Trash or Customer reject buttons. After clicking on the button the operator will see a pop-up window where he need to choose the reason and after that he can reject a lead.
Operator's working statuses
In the upper left corner of the personal account, the operator can see information about his current working status, as well as how much time he stays in the status. The operator can be in one of the four statuses:
- Not Active - this status is assigned to the operator if he left the system. Also, this status can be assigned if the operator has been authorized, but has not yet managed to click on Start. The operator can go into this status himself, after pressing the Stop button. Also, this status can be assigned to the operator, who for 10 minutes did not show activity in his personal account.
- Ready - this status is assigned to the operator after he pressed on Start. When the operator is in this status, orders begin to be distributed on him, and this status means that the operator is ready to process them.
- Relax - this status is assigned to the operator after he pressed the Pausee button. In this status, orders are not distributed on the operator.
- Talking - this status is assigned to the operator when he is in a state of conversation with the customer or with another user. In this status, the operator cannot be automatically assigned the Not Active status, even if he did not show activity in his personal account for more than 10 minutes.
The operator's time in each of the statuses starting from 00:00 of the current day can be seen in the table.
FAQ
What should I do if I can't log in to the system?
Carefully watch the video and read the instructions in the Platform overview section - How to log in to the system?

Try to follow the link a.plado.market/site/login one more time
Enter the username and password that the manager gave you.

If it still does not work, then you need to contact the manager and report this problem.


What to do when the notification "You haven't started your work!" appears?
If the operator sees on his screen the notification "You have not started your work!", then he needs to press the START button, this notification will disappear and he can continue to work.
What should I do if I can not find a lead?
If the operator knows the lead's ID, but cannot find it in any of the blocks, he can use the Find lead button. If the operator clicks on this button, he will see a pop-up window in which he can specify the lead ID and select the found lead. Then the operator can click on the Go button, and the lead card will open in front of him. In this case, the lead must be in the status that is available for the personal account.
What should I do if I can not see a new lead in the Work block?
For operators who work on the First and Second lines, leads are automatically distributed to the Work block. Sometimes a new lead does not appear in the Work block. In this case, the operator can use the Refresh button. When you click on this button, a new lead will appear in the Work block, if there are free leads.
How can I understand if there are free leads?
To find out about the availability of free leads, the operator needs to look at the indicators of Total "First" leads for First line agents, or Total "Second" leads for Second line agents. These indicators show the number of free leads that will be distributed to operators. These leads are distributed to the operators of the First and Second lines and are displayed one by one in the Work block.
Where can I find out about the number of outgoing calls I have made?
In the operator's personal account, on the right above the blocks, there is the Out Calls Today indicator, which shows the number of outgoing calls made by the operator for the current day. Also under this indicator is the Approve Rate Today indicator. It calculates as a percentage the number of leads sent for delivery relative to the number of outgoing calls made.
On the diagram below these indicators, the operator can see the number of leads sent for delivery for the current day:
0 - 5 - low
5 - 10 - medium
10 - 15 - high
15 - 20 - awesome
How can I call the driver?
After the operator sends the lead for delivery, he can follow the delivery process on the Buyout line. If this order has already been accepted by the driver, the operator can call the driver in cases where he needs to discuss the details of the order or delivery with the driver. The operator can call the driver on the Buyout line in the Work block in the Taxi column (if this line is available to the operator). To make a call, the operator can use the buttons in the form of a smartphone. One button is for mobile call and the other is for SIP call (using Zoiper).
Dear friend! After completing the course, you are ready to pass the test perfectly!!!
Operator test
Answer 20 questions and you can start working in the Plado Market system.
Start
Question 1. How to log in to the system?
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Question 2. In which section does the main work of the operator take place?
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Question 3. How can an operator start his work on the site?
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Question 4. How can an operator take a new lead into work?
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Question 5. How many leads can an operator take from the Work block?
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Question 6. In which block can you track the redemption of an order?
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Question 7. What orders can be sent for delivery?
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Question 8. How to reject a lead?
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Question 9. To return a lead, you need to press a button…
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Question 10. In which section can an operator view his bonuses?
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Question 11. In which block can I call a taxi driver?
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Question 12. Can the operator call a taxi driver or a mini-hub employee?
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Question 13. What will happen if the operator presses the "Do not pick up the phone" button?
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Question 14. How can an operator earn more bonuses?
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Question 15. What happens if you are not active for 15 minutes?
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Question 16. What to do when the notification "You haven't started your work!" appears?
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Question 17. What is the Pre-order status used for?
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Question 18. What button should be pressed if a customer receives an order tomorrow or another day?
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Question 19. Why do I need to click on the "Link" when placing an order?
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Question 20. What should I do if I cannot send an order for delivery for today?
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Пройти тест
Ответь на 20 вопросов и начинай работу в системе Plado Market.
Вопрос 1. Как залогиниться в системе?
Вопрос 2. В каком разделе происходить основная работа оператора?
Вопрос 3. Как оператору начать свою работу на сайте?
Вопрос 4. Как оператору взять новый лид в работу?
Вопрос 5. Сколько можно оператору взять лидов из блока Work?
Вопрос 6. В каком блоке можно следить за выкупом заказа?
Вопрос 7. Какие заказы отправлять можно в доставку?
Вопрос 8. Как забраковать лид?
Вопрос 9. Что бы вернуть лид нужно нажать на кнопку...
Вопрос 10. В каком разделе оператор может посмотреть свои бонусы?
Вопрос 11. В каком блоке можно позвонить таксисту?
Вопрос 12. Может ли оператор позвонить таксисту или сотруднику мини хаба?
Вопрос 13. Что будет если оператор нажмет на кнопку Не берет трубку?
Вопрос 14. Как оператору заработать больше бонусов?
Вопрос 15. Что будет если 15 минут бездействовать?
Вопрос 16. Что делать когда появляется уведомление Вы не начали свою работу!?
Вопрос 17. На какую кнопку нужно нажать что бы переподтвердить заказ?
Вопрос 18. На какую кнопку нужно нажать что бы сделать предзаказ?
Вопрос 19. Зачем нужно нажимать на ссылку Link при составлении заказа?
Вопрос 20. Что делать если не получается отправить заказ в доставку на сегодня?
Спасибо! Вы прошли тест и уже готовы для работы в системе Plado Market
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