Contact Centre Business Support

Manage Leads and Opportunities, Customer Care Transactions and more

This is the second module within the Answer CRM application and builds on the Contacts and Company information created within the base Contact Centre module.
It is complementary to the base Contact Centre module and builds on the data, functionality and integration of the Contact Centre application.

Lead/Opportunity Management and Tracking

An opportunity is a series of steps or plan that are usually carried out to achieve an end result. This Opportunity can be many things:

• Sales Lead/Opportunity
• Customer Complaint
• Post Sales process to ensure a full Customer welcome

Plus much more. Flexible processes can be built and maintained using steps/stages, actions to be carried out, results recorded and decisions made. Define an unlimited number of business opportunities. For each opportunity, define what the cycle of events will be and the times associated. These events translate to Stages and Activities in Answer CRM. Define the individual stages with their own success/failure status, reference, duration, confidence percentage, outcome codes and so on.

For each stage, define the following:

• Data to be collected
• Stage progression based on dates
• Success/fail criteria
• Activities to be generated; to do, appointments, generate email
• Notes
• Values and Reporting Revenue Factors
• Stage Progression based on rules related to data collected

For each activity, define the following:

• Owner
• Course of action
• Answer Object to be called, enquiries, maintenances etc
• Data to be recorded
• Activity content, analysis and literature requirements
• The next activity

Raise opportunities against Contacts or Companies.
Monitor the progress of each opportunity.
Opportunities can control, for example:

• Customer complaints
• Customer returns
• New product development
• Anything you decide

Literature Management

Using Contact Centre Business Support, you can manage your Literature Centre.
An item of literature can be virtually anything, a sales brochure, a user guide, health and safety instructions.

A literature item also has a delivery method assigned, i.e. via email, post and so on.
Literature can also be defined as a 'kit' or 'group' so that if a prospect calls for product information you will be prompted to send a Corporate Overview, Terms and Conditions of Business, a Business Card and so on.

If items of literature are defined that can be manually and automatically included in emails sent to a particular contact of referenced if letters are produced via Microsoft Word, for example.

Learn more about Customer Care, User defined relationships and Resource Management within the Contact Centre by downloading the Contact Centre Business Support PDF.

Key Features Builds on data, functionality and integration of other modules Define unlimited number of opportunities Manage your Literature Centre Set up user defined relationships

Learn More ... Download Contact Centre Business Support PDF