C
callcentreguy
- Original Poster
- #1
Hi everyone.
I run a small outbound telesales call centre which is still in its infancy, however we are looking to automate and streamline much of the admin processes that go on in the background.
I am looking to talk to someone about the development of a database system, looking at prices, time-scales etc.
The system should be something of a work in progress so easy to add modules or functions to, ie its futureproof. I will outline a short brief below.
The system will be used for several things, primarially it will store existing customer information i.e. contact details, policy information etc. This should be able to generate relevant paperwork, deal with cancellations, bring up repeat payments and be able to talk with online payment processing virtual terminal to process payments automatically. This side of the system will mainly be used by the customer services team.
Secondly, once all sales advisers are using a computer terminal it will have to deal with data that we use to dial from.
The sales process would go something like this.
1. Data is pulled in to be dialled from.
2. Adviser reads the on-screen script and goes ahead with the call.
3. Call is now dispositioned. Examples, NO ANSWER, NOT INTERESTED etc and that particular record is dealt with accordingly i.e. NOT INTERESTED - record is moved to a table where it will not be accessed again, NO ANSWER - record is put back to be pulled back in 2 hours later to be dialled again.
4. If the call goes well the adviser moves to the next stage where policy details are filled in. Policy price, payment schedule (monthly, quarterly, yearly etc).
5. Payment details are input by the adviser and the payment is processed there and then while the customer in on the line.
6. Sales adviser closes the sale and reads any closing statement etc.
At the end of the day all processed sales are then added to the customer database after a mail merge generating that days paperwork.
The system should also
- Calculate sales per week or day for each adviser. Calculate commissions which can then be used for payroll.
- Calculate revenue made on certain batches of data.
- Be secure and fully PCI compliant as well as fully secure for data protection purposes.
- Deal with reccuring payments.
I am open suggestions regarding the platform this kind of system would use. I would also like to be able to start putting together a budget for this kind of project. I imagine it would always be a work in progress as the team grows in size and the company moves into new products.
Comments and suggestions are welcome.
I run a small outbound telesales call centre which is still in its infancy, however we are looking to automate and streamline much of the admin processes that go on in the background.
I am looking to talk to someone about the development of a database system, looking at prices, time-scales etc.
The system should be something of a work in progress so easy to add modules or functions to, ie its futureproof. I will outline a short brief below.
The system will be used for several things, primarially it will store existing customer information i.e. contact details, policy information etc. This should be able to generate relevant paperwork, deal with cancellations, bring up repeat payments and be able to talk with online payment processing virtual terminal to process payments automatically. This side of the system will mainly be used by the customer services team.
Secondly, once all sales advisers are using a computer terminal it will have to deal with data that we use to dial from.
The sales process would go something like this.
1. Data is pulled in to be dialled from.
2. Adviser reads the on-screen script and goes ahead with the call.
3. Call is now dispositioned. Examples, NO ANSWER, NOT INTERESTED etc and that particular record is dealt with accordingly i.e. NOT INTERESTED - record is moved to a table where it will not be accessed again, NO ANSWER - record is put back to be pulled back in 2 hours later to be dialled again.
4. If the call goes well the adviser moves to the next stage where policy details are filled in. Policy price, payment schedule (monthly, quarterly, yearly etc).
5. Payment details are input by the adviser and the payment is processed there and then while the customer in on the line.
6. Sales adviser closes the sale and reads any closing statement etc.
At the end of the day all processed sales are then added to the customer database after a mail merge generating that days paperwork.
The system should also
- Calculate sales per week or day for each adviser. Calculate commissions which can then be used for payroll.
- Calculate revenue made on certain batches of data.
- Be secure and fully PCI compliant as well as fully secure for data protection purposes.
- Deal with reccuring payments.
I am open suggestions regarding the platform this kind of system would use. I would also like to be able to start putting together a budget for this kind of project. I imagine it would always be a work in progress as the team grows in size and the company moves into new products.
Comments and suggestions are welcome.
