Frameworx Application: Telesales

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

(2) TAM Application Type Telesales

Appears on these diagrams:

• 3.4 M/S Channel Sales Management
• FunctionByApp
• Telesales

is a more detailed diagram for the

• Telesales

Issues

• Application Framework 12.0 Deletion

Frameworx Domains (Horizontal)

• Market_Sales Domain

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