About telemarketing support

 

Related Topics

 

 

What is H2OS TM Support?

From http://h2officesolutions.com/h2os_tm_overview.pdf#page=2

 

 

 

 

 

Telemarketing (TM) support has been added to H2OS because we use it ourselves. It's proven useful for us, so we've decided to include it with H2OS on the chance you may find it useful

 

 

The process

The operator begins each TM session of a campaign by first checking the REMINDERS page for contact follow-ups scheduled for "today" or a passed dates that are still in OPEN status. After working off these follow-up reminders, the operator next goes to the TM MANAGER page and clicks CONTINUE THIS CAMPAIGN to restart positioning to the last prospect contacted during the last session. This allows TM campaigns to span multiple sessions without having to sort out where to restart in the list for each new session.

 

The call is made. If the result of the call is a sale, it is noted and the contact record is CLOSED for this reason. If the prospect has been contacted and has heard your offer and declined, the contact record is CLOSED and a reason selected. Otherwise, the contact remains in OPEN status, and should have a follow-up action and date set by the operator when the call is made. For example, an attempt to call a prospect on Monday can result in a busy signal, so the contact record can be set to OPEN status with a follow-up call on Tuesday. This lets the operator advance to the next prospect in the list without 'losing' the missed prospect because the follow-up scheduled will appear on the REMINDERS page on the follow-up date.  

 

In all cases, when the contact record is saved that indicates a follow-up needed, such as "Call again", it will add a entry to the Reminders page. This mechanic helps insure that every prospect in the list is actually contacted, and none will fall through the cracks. On occasion it may take several recalls to reach a particular prospect, and/or other follow-up events before re-calling, until the contact with the prospect has run it's course and a sale is made or the offer declined. The operator has an option to send a prospect a follow-up email directly from the contact details screen.

 

When a call is completed, the operator can page forward through the list to call the next prospect in order (alphabetical by Prospect name). While the phone is dialed (see the, "dial" command) the operator clicks the CONTACT command, conducts the call and enters the results into the contact record. If there is a follow-up, it is noted and a date selected.

 

Basically, the campaign starts, one or more sessions are used to contact all selected prospects and REMINDERS are followed to track incomplete contacts.

 

The campaign ends when every prospect has been contacted and there are no more follow-ups, the campaign ends.

 

During the life of the campaign the TM and the manager can see the progress of the campaign by looking at the "campaign status" chart/report, which shows the total count of (selected) prospects and where they stand in terms of being contacted, sold, declined or in a state of follow-up. There is also a daily calls count report showing the number of calls made per day for a selected time period.

 

This method may seem tricky at first, but once it's setup and in use you'll see that the day to day operations are actually very simple and straightforward. It pretty much reduces the work of the operator to the calls themselves, and not the mechanics of tracking follow-ups  So please bear with us while we explain in more detail what it is, how it works, how to set it up, and how to use it.  

 

 

What is H2OS TM Support?

 

The H2OS TM feature is based on these requirements

 

 

 
Requirement
 
Reference
 
Store and manage customer and prospect databases
 
 
Base product. Either database can be used as "prospects" for a campaign
 
 
Support one or more "TM campaigns"
 
 
About TM campaigns
 
 
Select a group of prospects to be called for a given sales campaign (e.g. "Spring Turn-on 2014 calls for customers in the North Shore area")
 
Set filter
About areas
 
Develop and store a TM script

TM script

 
Able to work off the selected group of prospects by paging forward one prospect at a time.
 
 
Main screen navigation
 
 
Position to next prospect on session restart
 
TM Campaign - restart
 
Show information about the current prospect (e.g. status, job history, notes, etc)
 
Main screen
 
Schedule a job for a customer
 
The JOB command on the Add Contact and Contact Details screens
 
Generate reminders to track follow-ups (missed calls, requests to call again)
 
The contact record, once created for each prospect selected for this campaign, remains active until closed.
 
Reminders are automatically created for open contact records with follow-up dates in the future.
 
 
Send e-mail follow-up note directly from a contact record
 
E-mail command on Add Contact and Contact details screen.
Management Reports  
TM Activities report
TM Campaign status
Master schedule
 

 

 

 

 

Why telemarketing?

 

 

 

What can I do with TM?

 

For example, you may find it useful to contact existing customers when seasons change and maintenance duties such as a system blow-out or turn-on must be performed. Using TM to schedule customers can beef up your schedule and give you time to make routing more efficient.

 

More reasons for using TM might include:

 

 

 

Objectives

 

Objectives may include:

 

- increased sales

 

- Verify and improve customer/prospect database information, e.g. e-mail addresses

 

- Increased exposure to the community

 

- other

 

 

Decide a reasonable number of calls to be made and a ratio of expected sales from calls. For example you may expect the TM operator

to make 30 calls per hour with a 1% sales ratio. Of course these numbers are guesstimates because there are many variables, such as the

wording of the script, the TM's speaking ability, and the difficulties of getting through to speak with the right person, but they can be adjusted

based on actual experience and over time become more useful for planning and budgeting purposes.  

 

Personnel

An attractive feature of conducting TM campaigns is the ability to use remote workers, perhaps in areas where unemployment is high

and good jobs are in demand. TM operators need their own equipment and an Internet connection. They can work from home and make

 their own hours so long as they spend at least the minimum hours per week and they match the time zones into which they are calling. We recommend 4 hours shifts.

 

Equipment

 

The TM will need a computer with H2OS installed, an Internet connection and access to your prospects database (or part of it). If the TM will be sending e-mail,

an outgoing email connection (either SMTP or Outlook) is needed.

 

 

Prospects list

 

You may wish to telephone contact all or a selected group of existing customers who have ordered a particular service in the past and may wish to schedule the service again, especially for seasonal work like system turn-ons and blow-outs. The business relationship and details like credit checks and the method of payment has been arranged, as well as inside knowledge of the customers installation and basic requirements, not to mention value of notes made on job tickets by technicians on-site, such as observations on possible benefits to the customer for buying other products and services we offer.

 

You can also purchase (rent) a mailing list of addresses within a target area

 

H2OS screen setup

The TM can customize the H2OS main screen to optimize the product for use as a TM workstation.