There are a lot of customers in our marketplace who do telesales and/or telemarketing. Telesales for existing customers is about keeping in regular contact, ensuring that they re-order and ideally up-sell them along the way. There are a few features that would be required or would make a great telesales/telemarketing system including:
- Call schedules by customer (e.g. every 2 weeks)
- Call schedules based on patterns
- Customer has stopped buying a regular product
- A product they buy or used to buy is on offer
- A product they buy or used to buy has been superseeded
- Call schedules / segregation by users / groups
- Easily update notes / log call from list etc. (without having to navigate too far away)
- Provide the right information as part of their call sheet
- Customer Name / Key Details0p
- Recent Notes / Activity
- Recent Quotes / Orders / Sales History / Online Sessions
- Personalised information e.g. John has two kids, Jack and Jill, and they were recently on an expedition up a hill
- Links with phone systems;
- Easy dial out
- Auto logging when call is attempted (success or failure)
- Automatic dial next on list etc.?
- Question & Answer suggestions / cheat sheets
Linking with digital phone system would be great (this is done by many other CRM systems) and enable quick and easy recording of notes of phone calls. Especially if the line isn't great and it's difficult to identify the callers name. Some offer this on mobiles too (HubSpot) where it brings up a notes field to type up notes directly after your call is finished, then adds to the contact's record.