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Proper Telesales Process RRS feed

  • Question

  • I've just converted from Sugar to MSCRM, and am scrambling to get the telesales team back on their feet with some things I didn't think about properly (we're a small biz, I'll be forgiven).  What is a proper process for telesales:

    1) Create leads from whatever source
    2) Assign leads to a marketing list
    3) Create a queue (for each telesales rep?  for each list?)
    4) Add leads to the queue?
    5) Create calls for each lead
    6) how do I mark the lead as done in the queue "because" of the call?

    Thanks.
    Monday, May 11, 2009 2:41 PM

Answers

  • Hi djMax,

    The organization of your queues depends on your needs, generally I would say that it yould make sense to have a queue per telesales team. In this queue you should create phone calls for the leads. Each telesales should accept one or some of the phone calls. By this the phone call is remove from the public queue. After a call is done a lead can be converted as qualified or disqualified.

    Additionally it could make sense to extend the phone call activity with JScript to set automaticall the start time, end time and length of the phone call.

    Best regards,
    Jürgen
    Jürgen Beck

    Dipl. Kfm./Wirtschaftsinformatik
    MVP, MCSD.NET, MCITP DBA, MCDBA, MCSE
    Microsoft Certified Business Management Solutions Professional
    Microsoft Certified CRM Developer
    Microsoft Certified Trainer

    ComBeck IT Services & Business Solutions
    Microsoft Gold Certified Partner
    Microsoft Small Business Specialist

    Developing & Supporting Business Applications from small business to big enterprises covering scores of sectors

    http://www.combeck.de
    Monday, May 11, 2009 2:49 PM
    Moderator

All replies

  • Hi djMax,

    The organization of your queues depends on your needs, generally I would say that it yould make sense to have a queue per telesales team. In this queue you should create phone calls for the leads. Each telesales should accept one or some of the phone calls. By this the phone call is remove from the public queue. After a call is done a lead can be converted as qualified or disqualified.

    Additionally it could make sense to extend the phone call activity with JScript to set automaticall the start time, end time and length of the phone call.

    Best regards,
    Jürgen
    Jürgen Beck

    Dipl. Kfm./Wirtschaftsinformatik
    MVP, MCSD.NET, MCITP DBA, MCDBA, MCSE
    Microsoft Certified Business Management Solutions Professional
    Microsoft Certified CRM Developer
    Microsoft Certified Trainer

    ComBeck IT Services & Business Solutions
    Microsoft Gold Certified Partner
    Microsoft Small Business Specialist

    Developing & Supporting Business Applications from small business to big enterprises covering scores of sectors

    http://www.combeck.de
    Monday, May 11, 2009 2:49 PM
    Moderator
  • Great, thanks.  One confusing bit: I make a phone call activity and it's in status "open", so the status reasons available are just "Open".  I've defined custom statuses for completed calls (busy, no answer, not interested, etc.) but I don't see how (in one dialog) the rep can record that the call has closed and why.  How would I implement that bit?

    Thanks again.
    Monday, May 11, 2009 3:23 PM
  • Hi djMaxM,

    I have implemented this for a customer one year ago with an additional status field (not reached, interested, not interested, wrong number, ...). After selecting a state the phone call is automatically closed and for specific values an additional action comes in action (not reached: additional phone call for next day, interested: create an opportunity, ...).

    Best regards,
    Jürgen
    Jürgen Beck

    Dipl. Kfm./Wirtschaftsinformatik
    MVP, MCSD.NET, MCITP DBA, MCDBA, MCSE
    Microsoft Certified Business Management Solutions Professional
    Microsoft Certified CRM Developer
    Microsoft Certified Trainer

    ComBeck IT Services & Business Solutions
    Microsoft Gold Certified Partner
    Microsoft Small Business Specialist

    Developing & Supporting Business Applications from small business to big enterprises covering scores of sectors

    http://www.combeck.de
    Saturday, May 16, 2009 6:48 PM
    Moderator