Business sector
Cross functional solution
Business goal
To increase sales by personalizing the work with clients
Problem
The clients called the company to buy a wide variety of goods and services, but the agents of the contact-center worked with everyone following the same scenario. Lead processing took a lot of extra time, and the agents often lacked the needed info.
Tags: manual work, no structuring, CRM, leads, sales, clients processing
Solution
Create lead templates for various groups of products.
In each template, create a specific set of fields suitable for selling a particular product. For example, in the case of dietary supplements, add to the general list such fields as Physical culture, Health state, and other parameters that the agent must specify when talking to the client for the first time.
Select a specific phone number for each group of products. When this number receives a call from a client, the operator can see a lead card with predefined fields that he has to fill out. The lead is created in CRM automatically.
Also, give an agent should have the opportunity to create a lead and manually set a group of products that he currently works with. To make it possible, add a custom field Group of Products to the lead card. Place this field as a column in the general list of leads so that one could filter all the leads by a group of products and use this data when building reports.
