Inbound Telesales 
Purpose
In Inbound Telesales, both customers and sales prospects (consumers or enterprises) contact the Interaction Center of an enterprise and wish, for example, to place an order. Furthermore, customers often ask for information about products or services before placing an order, or they wish to gain information on the status of business transactions that have already been processed.
Prerequisites
Technical Prerequisites
You are using SAP CRM Release 3.0 with Support Package 4.
You are using SAP BW Release 2.1C with Support Package 8.
You are using SAP APO Release 3.0A.
You are using SAP R/3 Release 4.6C.
CRM System Activities
You have defined interactive scripts. See 
Interactive Scripting and Maintaining Interactive Script Structures.
- If you are using the CRM Business Routing, you have maintained routing groups and routing scenarios. For this, select Customer Interaction Center
® Business Routing in the SAP Menu.
- You have maintained product proposals. For this select Marketing ®
Product Proposals in the SAP Menu.
- You have uploaded the interaction statistics from the communication system. For this, select Customer Interaction Center ®
Info System ®
Upload Interaction Statistics in the SAP Menu. There is further information under
Integration with the Business Information Warehouse.
CRM Customizing Activities
You have made all of the basic settings required for the Customer Interaction Center. To do this, choose Customer Relationship Management ®
Customer Interaction Center in the IMG and find out more in the documentation for the Customer Interaction Center.
You have maintained a scripting profile. For this, select Customer Relationship Management ®
Customer Interaction Center ®
Component Configuration ®
Visible Components ®
Application Area ®
Define Interactive Scripting Profile in the IMG Menu.
- If you are using the CRM Business Routing, you have made the required settings. For this, select Customer Relationship Management ®
Customer Interaction Center
® Business Routing in the IMG Menu.
- You have maintained the settings for business transactions. To do this, select Customer Relationship Management ®
Transactions ®
Basic Settings in the IMG Menu.
- You have made the settings for sales transactions. To do this, choose Customer Relationship Management ®
Transactions ®
Settings for Sales Transactions in the IMG Menu.
- You have maintained the settings for product proposals. For this select Customer Relationship Management ®
Customer Interaction Center ®
Application-Specific Settings ®
Product Proposals, as well as, Customer Relationship Management ®
Master Data ®
Partner / Product Range.
- You have maintained business transaction-specific settings for the Customer Interaction Center. For this, select Customer Relationship Management ®
Customer Interaction Center ®
Component Configuration ®
Visible Components ®
Application Area ®
Define Profiles for Transaction Workspaces in the IMG Menu.
In this activity, you specify the transaction types that should be used in the Interaction Center.
- You have made the required BW settings in the CRM System. There is further information under
Integration with the Business Information Warehouse.
Process Flow
The following graphic shows the process flow of Inbound Telesales in the Interaction Center.
The process flow shown here refers to the sale of products only. It is possible to sell products and services together in a transaction.
- The customer communicates with the Interaction Center, that is, dials the sales department telephone number.
- An agent answers the contact.
If you are using the CRM Business Routing, the responsible agent or agent group is determined and the customer is transferred directly to the agent or queue accordingly. See
Business Routing.
- The agent identifies the business partner using the
Business Partner Search (or, the business partner has already been identified using ANI. See also CIC Application). If the business partner is not available, the agent creates a new master record. The agent can change business partner data as required.
The agent uses the interactive scripting as required (Interactive Scripting for support during Telesales.
When the customer has communicated his product requirements, the agent provides information on the products and sends him this information, if necessary. For this, the agent opens the product information component in the Interaction Center application area, that is, the agent displays the information by double-clicking a product and selecting the tab page Documents from where product information can be sent by e-mail
The agent creates a quotation or a sales order for the required products. See also Processing Sales Transactions in the Interaction Center.
If this order is a release from an existing contract, you get a message that refers to any existing contracts. Further process flow takes place as described here.
The agent recommends products related to the business partner and displayed in the Interaction Center. Top n products are included here as well as products from partner/product ranges. See also Using Product Proposals.
The business partner makes his selection from his required products.
The agent recommends further products that are related to those products already in the sales transaction. These can be either cross or up-selling products. See also Using Product Proposals. The agent has the possibility to recommend a proposed quantity based on earlier orders and to transfer this directly to the order. See also Quantities in Product Proposals.
The customer considers the proposed products and quantities and decides in favor of or against these.
The agent copies the appropriate products into the order, adjusts the quantities or leaves them as they are.
The order or quotation is saved and 
sales order processing either takes place using Billing in SAP R/3 or Billing in SAP CRM.
These sales order processing processes are "straightforward" cases, that is, a sales document is created and further changes are not made. In Telesales, however, a sales document can be influenced by further product proposals or customer requirements. The process is then adjusted accordingly.
The customer accepts the delivery dates if they meet his requirements.
The agent completes the interaction record.
The agent ends the contact and can then receive the next call / contact.
Relevant key figures from interactions in the Interaction Center are transferred to the SAP Business Warehouse (SAP BW).