INTERNAL OPERATIONS GUIDE · IT & SALES DEPARTMENT
MCARSPH – New Agent
Onboarding Guide
A step-by-step guide for preparing, training, and endorsing new sales agents.
Purpose of This Guide
Use this guide as the standard onboarding sequence for every newly approved MCARSPH agent. It identifies who is responsible for each step, what needs to be prepared, and what the agent must learn before handling customers independently.
Agent Deployment Details
Complete these details for the agent being onboarded. The entered information will appear when this guide is printed.
Set from the server date (02 November 2026) — change it if you are backdating.
02 November 2026
01
Initial Interview and Approval
Responsible: Sir June / Boss Jed
Before creating accounts or providing system access, the applicant must complete an initial interview.
- Conduct the initial interview.
- Confirm that the applicant is approved to become an agent.
- Endorse the approved applicant to the IT team for account creation and system setup.
02
Account Creation and System Preparation
Responsible: IT Personnel 1
1. Collect Agent Information
- Ask for the agent's complete name.
- Confirm the correct spelling of the name.
- Prepare the required account details.
2. Create Agent Accounts
| Platform | Required Action |
|---|---|
| MCALLS | Create the agent's individual mcalls.work account. |
| Portal | Prepare portal.mcars.ph access, if required. |
| Pancake | Prepare the agent's access, page assignments, and tagging setup. |
3. Login and Password Instructions
- The authorized shared account bossjedmanalang5th@gmail.com may be used for initial portal setup, if permitted by company policy.
- Prepare the agent's individual MCALLS account.
- Provide the agent with their initial login credentials securely.
- Require the agent to change the temporary password upon first login.
4. Prepare Agent Tagging
- Configure the agent's required tags.
- Check tagging assignments across all applicable pages.
- Verify that the agent has the correct access and setup.
03
Platform Setup
Responsible: IT Personnel 1 & 2
Prepare and verify all platforms before starting the agent's training.
1. Pancake Prepare first
- Log in using the authorized account.
- Prepare the agent's page access.
- Configure the required filters and tags.
2. MCARSPH Portal
- Log in using the authorized setup account.
- Prepare the agent's access.
- Check whether the Cars Tab and available unit listings are accessible.
3. MCALLS
- Create or verify the agent's individual account.
- Provide the initial login credentials securely.
- Ensure the agent can log in and change their password.
- Check the dialer and call queue functionality.
04
MCARSPH Portal Training
Responsible: IT Trainer / Assigned Personnel
1. Introduce the Portal
- Explain the purpose of the portal.
- Show the agent how to navigate the interface.
- Direct the agent to the Cars Tab on the left sidebar.
2. Teach Car Listings and Search Functions
- Promote Car: Explain how to view and promote available car units.
- Filters: Demonstrate how to filter between Cash and Assume units.
- Search Function: Show how to search for specific car models and available units.
3. Introduce the Whiteboard List
- Explain how to access the Whiteboard List.
- Demonstrate how to use it as an alternative way to check available car units.
- Explain when to use it if additional unit information is needed.
4. Sales Assistance
- Advise the agent that they can ask veteran agents for assistance.
- Remind them to verify unit availability before providing information to customers.
- Encourage them to ask for help when unsure about pricing, unit details, or sales procedures.
05
Pancake Training
Responsible: IT Trainer / Assigned Personnel
1. Filters and Tags
- Demonstrate how to use filters.
- Explain the purpose of each assigned tag.
- Teach the agent how to identify tagged conversations.
- Explain the correct process for handling customer chats.
Important – Strictly Follow These Rules
- Do NOT remove or untag conversations that already have assigned tags.
- Do NOT message conversations with existing tags indicating they should not be handled.
- Do NOT change existing tagging assignments without authorization.
2. Always Remember
- Check the tags before responding to a conversation.
- Follow the assigned filtering and tagging procedures.
- Ask IT for technical issues.
- Ask veteran agents for sales-related questions.
06
MCALLS Training
Responsible: IT Trainer / Assigned Personnel
1. Login and Clock-In
- Log in to mcalls.work.
- Demonstrate how to clock in.
- Explain the importance of clocking in before starting work.
- Teach the agent how to enter and remain in the call queue.
Mandatory: Agents must be on queue to receive incoming customer calls.
2. Receiving Incoming Calls
- Explain that incoming calls appear as notifications at the top of the MCALLS webpage.
- Teach the agent how to recognize an incoming call notification.
- Demonstrate how to answer and handle a call.
3. Making Outgoing Calls and Callbacks
- Introduce the MCALLS dialer.
- Demonstrate how to dial a customer's phone number.
- Teach the agent how to use the dialer for customer callbacks.
- Explain the proper process for making follow-up calls.
07
Customer Concern Handling and Call Forwarding
Responsible: IT Trainer / Assigned Personnel
1. Identifying Customer Concerns
- Identify whether the inquiry is sales-related or concern-related.
- For concern-related inquiries, provide the official MCARSPH Concern Hotline.
- Explain that the customer can contact the concern team directly.
2. Call Forwarding
- For incoming calls involving customer concerns, the agent may forward the call directly to the Concern Department.
- Check first whether the Concern Department is available.
- If the department is busy or unavailable, provide the official Concern Hotline instead.
Trainer reminder: Make sure the agent knows the correct Concern Hotline number before handling live customer inquiries.
08
Final Onboarding Checklist
Complete this checklist before the agent handles customers independently.
Tick each item as it is completed. Progress is saved only while this page remains open.
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1. Interview & Approval
2. Account Creation
3. Portal Training
4. Pancake Training
5. MCALLS Training
6. Customer Concern Handling
Final Endorsement
- IT confirms that all accounts and systems are working.
- The trainer confirms that the agent understands the basic platform operations.
- The new agent is endorsed to the Sales Team or assigned team leader for actual sales operations and further guidance.
Recommended Onboarding Flow
01 · Interview & ApprovalSir June / Boss Jed
02 · Account CreationIT Personnel 1
03 · Platform PreparationIT Personnel 1 & 2
04 · Portal TrainingAssigned Trainer
05 · Pancake TrainingAssigned Trainer
06 · MCALLS TrainingAssigned Trainer
07 · Concern HandlingAssigned Trainer
08 · Assessment & EndorsementIT / Sales Team
IT Team Recommendation
Assign one primary IT trainer to guide the new agent from account creation through final assessment. The second IT personnel should focus on platform preparation and technical support. This helps prevent duplicated work, missed setup steps, and confusion during onboarding.
Security reminder: Account access, shared login credentials, and customer-data permissions must follow company-approved security procedures. Use individual accounts wherever possible, and share temporary credentials securely.