Category: (2) TAM Application Type
Application Identifier: 3.4.2
Maturity Level: 4
Overview
Some Communication Service Providers use the customer
service call center agents as a sales channel and allow them to sell and order
services for customers who are calling in (reactive sales). Other Communication
Service Providers have a dedicated call center for taking orders that is
separate from the customer service call center. The Telesales call center does
both reactive and proactive sales efforts.
An application geared for Telesales should provide
the following benefits:
- Quick time-to-market for new and advanced services
Improved quality of service and minimum faulty orders
- Increased customer satisfaction and loyalty
- Reduced churn Benefits from the Telesales agent’s
perspective
- Simplified application flow Shorter training time
- Shorten calls
- Complete visibility to order status at all times
- Open, standards-based integration capabilities
leverages current investments
- Faster response time to business needs
Functionality
An application for telesales agents should provide
the following capabilities:
- Holistic Customer View-360 view of the customer,
including full customer details, recent interactions, pending activities,
history
- Order capture negotiation and activiation-Complete
order capture, negotiation and activation capabilities (see section 6.2 for
detailed functionality list)
- Order tracking capabilities
- Action Items and follow ups-Ability to create
action items when follow up activities are required
- Multimedia integration (CTI, Predictive dialer,
Email)
- Scripting
- Cross sell/up sell
recommendations
Supported Business Services
