Inbound Telesales (SAP Library

Inbound Telesales

Purpose

In the inbound Telesales scenario, customers or sales prospects (consumers or enterprises) dial the telephone number of a call center if they wish to initiate a sales order or a service request, or communicate a support message. Furthermore, the customers often ask for information about products or services before placing an order, or they wish to gain information about the status of business transactions which have already been processed.

The typical inbound scenario offers the following possibilities:

Forward incoming calls to the relevant agent or agent groups using Business Routing.

Identification and display of customers

Information about the customer at a glance

Maintain and create customer master data

Generation and maintenance of sales orders

fast alternation between order entry and service functions

Navigation using information about the customer

In inbound Telesales, you can distinguish between the Business-to-Business and Business-to-Consumer scenarios:

Business-to-Business: The customer calling has been maintained, and can be identified. A new customer is not usually created by a Telesales agent, but is created centrally.

Business-to-Consumer: It is often not possible to identify the customers calling, as they often call from different places (workplace, home), or do not know their customer number. They need to be identified by an address or name check. New customers often have to be created during order entry. This senario occurs, for example, in a mail order.

Prerequisites

Make the relevant CIC settings in Customizing for the Customer Interaction Center. See also: CIC Setup

You can make the specific Telesales settings in Customizing under Customer Relationship Management ® Customer Interaction Center ® Application-Specific Settings in Customizing. For example, you can make the settings for product proposals here.

Process Flow

The customer dials a call center number. He is directed to a queue, and assigned to a call center employee. The customer’s data appears on the Telesales interface, and the Telesales agent answers the call.

The customer is identified by his telephone number, name or customer number. The Telesales agent confirms this data in the Business partner screen section. In this section, the agent can execute a manual search for different criteria, if necessary. See also Business Partner Search. If necessary, the customer master data can be maintained or created as new.

The customer informs the Telesales agent of his requests, and the agent can then react accordingly.
You can set which workspaces are available in the navigation area and the application area, and what title the individual tab pages have in Customizing under Customer Relationship Management ® Customer Interaction Center ® Component Configuration ® Visible Components ® Maintain Profile for Automatically Created Workspaces.

In the navigation area, the agent can display and navigate from product catalogs and business transaction data for the customer on different tab pages. He can also display product proposals.
In the applicaiton area, the Telesales agent has access to different workspaces, which he can display or close as required. You can save on the corresponding tab page when you complete a transaction. Otherwise, the system automatically saves when you end a business activity.