Call Center

The call center is an addon that creates a sales call follow-up process.

Getting Started

To open the call center, from the Admin Navigator, open Tools and click Call Center.

The Call Center has two screens, the contact list screen and the contact details screen. The list screen shows the top 100 scheduled activities, followed the the top 100 contacts without any activity. Click the top contact takes you to the details page for that contact.

The details screen is for handling a contact engagement. There are three regions:

• contact information
• actions taken during this engagement.
• previous history and notes to be added

Adding New Contacts

Currently, add contacts through the organizations and people tables:

• From the Admin Navigator, open Manage Users and click on Organizations
• Click the Add button
• Enter values, click OK to save and exit
  • Name - enter the name of the organization
  • In the Pipeline tab, select yourself as the Call Center Account Manager
  • prospect Status - select Not Contacted
• Open or refresh the call center and the new contact will be on the list
• Click on the new contact and fill in the details in the details screen

Call Center Actions

The call center manages the contact status or prospects and lets the manager perform actions that move the prospect down the pipeline. It does this with two lists of data

• Prospect Status - A list of the statuses you can set for a prospect. These represent the current position in the prospect pipeline, like 'not contacted', or 'left voice mail'
• Prospect Actions - A list of actions you can take on prospects in a given Prospect Status. The action includes
  • The prospect status that this action can be applied to. For instance, if a prospect is set to 'Not Contacted', then the prospect actions available for that prospect are all those with status set to 'Not Contacted'
  • A name that describes the action taken, like 'Contacted, scheduled a meeting'
  • A list of checkboxes that represent milestones achieved by this action, like 'outbound call', 'made contact', etc.
  • The number of followup days before the prospect will come to the prospect list again.
  • The new status, set in the prospect when this action is selected.