Documente Academic
Documente Profesional
Documente Cultură
Dhruv Nath
Reference
The Nuts and Bolts of CRM, Chapter 2
Marketing
Call Centre
Management
Operational CRM
Customer Support
Analytical CRM
Shared Data Base
BPO
BPO
Near Shoring
EPABX
Phone Lines Agents
ACD
Phone Lines
Inbound Call Centre
Data Base
Agents PCs
If we need 100 calls per minute, the dialler may need to dial, say, 150 calls per minute. Pacing Ratio = 1.5
Predictive Dialler
Predictive Dialler
We could still have :
Customers on hold with no agent free Too many agents free Solution ?
Some Diallers are Self Learning Dedicated team to do on-going monitoring and manual fine-tuning
IVRS
Voice Logger
Predictive Dialler
Agents
ACD
Phone Lines
Data Base
Agents PCs
Tele-Marketing
Scripting
What is it ? Why do we need it ?
Tele-Marketing - Exercise
Is scripting feasible / desirable in the following cases :
Customer Support for a cell phone company Lead generation for a cell phone company Lead generation for an Engineering Projects company Outbound Call Centre for credit card collections Tele-Support for an Oracle Database
Marketing
Call Centre
Management
Operational CRM
Customer Support
Analytical CRM
Shared Data Base
Dhruv Nath