CALL CENTER - VERSION P10

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Objective

Enable participant perform Telemarketing transactions such as: Register clients (history, financial status, contact person and telephone, opinions and suggestions), register of products (sales promotions, features, logs, competitor products and accessories), register of sales scenario (price list, discount rules, bonus rules and trading rules) register of Campaigns (events, scripts, campaigns and goals) and their closing. In the Telesales movement, provide support to client by telephone, from sales quotations, converting Sales orders into Invoicing through issued Sales Invoices.

Target Audience

Professionals of the departments of Telemarketing, TeleSales, Tele-collection, CRM/CIC/SAC.

Pre-requirements

• Basic IT knowledge, in Windows especially;
• Experience in Call center environment.

 

Topics addressed

• How to Parameterize the Call center Module: User checks through Setup Module an example of the Parameter used in the movement of the Call Center Module, highlighting its importance in the day-to-day of the sector.
• Maintain the following records:
  •     Records:
  •     Generic:
    •         Product Groups;
    •         Products;
    •         Workstations;
    •         Support Service Groups;
    •         Operators;
    •         IDD codes;
    •         Positions of Contacts;
    •         Groups;
    •         Department;
    •         Currencies.
    •         Management of Contacts:
      •             Information bank;
      •             Contacts;
      •             Clients;
      •             Prospects;
      •             Suspects;
      •             Partners;
      •             Vendors;
      •             Competitors;
      •             Carriers.
    •         Management of Campaigns:
      •             Events;
      •             Dynamic Scripts;
      •             Campaigns;
      •             Goals.
• Telemarketing Guide:
  •     Telemarketing Records:
    •         Occurrences;
    •         Actions;
    •         Occurrences versus Actions;
    •         Media;
    •         Communication;
    •         Closing.
  •     Telemarketing:
    •         Call Center – Telemarketing.
• Telesales Guide:
  •     Telesales Records:
    •         Sales staff;
    •         Accessories.
  •     Sales Scenarios:
    •         Price list;
    •         Discount rules;
    •         Bonus Rules;
    •         Trading rules.
  •     Sales Management:
    •         Opening Balances;
    •         Payment Condition
    •         Financial Administration;
    •         Type of Entry/Outflow.
  •     Telesales:
    •         Call Center – Telesales;
    •         Exclusion of Orders
• Generic Guides:
  •     Contacts List;
  •     TMK setup;
  •     Contacts List - TMK;
  •     Operator agenda;
  •     Implementation of contacts list: Operator agenda.
• Generate and analyze reports of services.

Course Load

16 Hours