Call Center Capabilities
The Call Center module enables customers to integrate the activities of internal, or third party, Telemarketing or Inside Sales organizations with their marketing database and capture complete lead qualification activity within the Market2Lead application. All organizations who leverage Inside Sales Representatives or telemarketers to support lead qualification and follow-up will benefit from the increased intelligence gathered and stored in the central Market2Lead contact database. This information is also available to downstream applications such as the CRM.
The Call Center Module allows you to:
- Use telemarketing engagement as an integral part of your lead nurturing campaign
- Create dynamic telemarketing scripts and workflow that draw on contact data in the database and directly update contact records
- Create multiple Call Center specific queues to deliver leads to one or more agents, based on territory, product interest, or industry etc.
- Constrain internal or external telemarketer access to only those functions and data they need
- Comprehensive reporting specific to Call Center activities and agents
Why you should use Market2Lead for your Telemarketing activities
There are many great reasons for tele-qualification to be managed in marketing, leveraging the marketing database, rather than in Sales, leveraging the sales database.
- No need to clutter up the Sales database with leads that are not yet deemed qualified
- Imported prospect lists can be sent directly to tele-marketing for data verification, no data re-entry
- No need to purchase expensive user licenses in the CRM for tele-qualification staff
- No need to add complex lead assignment rules in the CRM to accommodate tele-marketing
- No need to add telesales software vendors
- Integrated reporting on contact behaviors and agent performance
- Ability to make telemarketing an integral part of effective lead nurturing
- Ability to package the most suitable telemarketing script with each contact based on their behaviors, as they enter telemarketing queue
- Ability to leverage dynamic forms with branching capabilities for sophisticated call center scripting
- Ability to better segment lists based on telemarketing results: contact telemarketing status or disqualification reasons for example
- Cost effectively add tele-marketing to your nurturing campaigns and hand off better qualified leads to Sales
Telemarketing Agent Features
Call Center Agents can review leads assigned to them and engage in activities such as:
- Reviewing all contact activities right up to the present
- Changing contact telemarketing status to Qualified or Disqualified, and documenting disqualification reasons
- Changing call status
- Moving the contact to a different call center queue (requires manager role)
- Changing the contact lead score and sending it directly to the Sales queue
- Scheduling future follow-up activities and calls