All Overpass contractors have prior experience in phone sales or support roles, but they're new to your business and workflow. Set your team up for success by providing training and reference materials they can consult while they work.
Table of Contents / Quick Links:
Contacting Your Freelancers
Uploading Training Materials
Training Files
Online Resources
Examples of Training Materials
Frequently Asked Questions
Contacting Your Freelancers
After you've hired one or more contractors, you'll want to reach out to them as soon as possible. From the start, you'll want to establish a few key points, such as:
What your primary method of communication will be (many clients use the built in Company Chat feature in Overpass, but it's also fine if you prefer to contact your freelancers through regular email, text, or phone calls.)
When their initial training for the job will begin, and how long the training will last.
At what point they'll be expected to transition from training into regular work.
The most important expectations for this role, and how success will be defined.
You'll find contact information for your contractors on the Overpass Workforce page.
Uploading Training Materials
It's likely that you'll want to share important documents or resources with your new team. The Training tab is designed for this exact purpose.
To access this feature, select the Training link on the right side of the banner options.
When you click the Training tab, you'll see options for adding two different types of educational content: training files or online resources.
Training Files
The training files section allows you upload and share local files that already exist on your computer. Supported file types include:
Portable documents (.PDF)
Word/text documents (.doc, .docx or .txt)
PowerPoint presentations (.ppt or .pptx)
Spreadsheets (.csv, .xls or .xlsx)
Images (jpg, .gif, or .png)
Please note that individual files cannot exceed 10MB each.
To upload a new file, just click the blue Add File button, then select the appropriate file from your computer. As you add content, the names of each file will appear in that section. We recommend making sure that your file names are clear so that there's no confusion about which document is which.
If you uploaded a file in error, or wish to remove a file that is no longer relevant, simply click the red "delete" option to the right of each file name.
Online Resources
If the information you want to share appears online, this section allows you to provide links to content that exists on the internet. For example, you might want to link to a YouTube channel, your company's homepage, or a specific Google Form.
When adding a new training resource to this side, instead of selecting the file from your computer, you'll simply copy/paste the URL link and provide a description:
Examples of Training Materials
Every business will have different priorities, but some of the most common and useful types of training materials will include:
direct links to any important web sites (corporate homepage, online forms, etc.)
pricing guides for the products/services your business provides
strategies for overcoming common objections
phone or email directory for any colleagues they may need to reach
list of daily responsibilities and expected results
promotional videos advertising your business
video or audio recordings demonstrating best practices
Frequently Asked Questions
Where do I upload training materials?
Click the Training link that appears in the Overpass site banner.
Is it mandatory to upload training documents?
No, although we absolutely advise that all clients provide onboarding training for best results.
Can my contractors upload their own files or links?
No, training materials or links can only be updated by clients or team managers.
Can I categorize different training resources for different roles or departments?
As of this moment, all training materials are shown on the same page and are not separated or otherwise categorized. If you wish to highlight that certain resources are specific to particular freelancers, we recommend noting that in the actual file name (for example, SALES: Daily Checklist, SUPPORT: Daily Checklist, etc.)
More questions about training materials? Let's talk!
Email help@overpass.com or message us through our live-chat channel.
Updated September 2023