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Telemarketing Add-On
        User Manual

 Version Number: GPCT/090131.1.3

       Product Version: 1.3
     Second Editio...
GrapeCity Telemarketing Add-On User Manual




   Revised December 2009


   This document provides instructions for the u...
GrapeCity Telemarketing Add-On User Manual



  About This Document

  Purpose and Scope:

  Microsoft Dynamics CRM 4.0 do...
GrapeCity Telemarketing Add-On User Manual



                                                   Contents

  1.      Overv...
GrapeCity Telemarketing Add-On User Manual



   1. Overview

   GrapeCity Telemarketing Add-On for Microsoft Dynamics CRM...
GrapeCity Telemarketing Add-On User Manual


 1.1 How to Access Telemarketing Add-On
  Telemarketing Add-On can be launche...
GrapeCity Telemarketing Add-On User Manual




                                             Sales Script          Use this...
GrapeCity Telemarketing Add-On User Manual




                                                           Figure 2 Time Zo...
GrapeCity Telemarketing Add-On User Manual


                           You have successfully created the Time-Zone.
     ...
GrapeCity Telemarketing Add-On User Manual



   Fields Description:

            Name: Enter the name of the Telemarketer...
GrapeCity Telemarketing Add-On User Manual


   2.3 How to Create a Telemarketing Team

   Telemarketing Teams: Telemarket...
GrapeCity Telemarketing Add-On User Manual



               Team description: Describe the details of the team.

        ...
GrapeCity Telemarketing Add-On User Manual




                                   Figure 9 Telemarketer Lookup Records


 ...
GrapeCity Telemarketing Add-On User Manual



  2.4 How to Create Telemarketing Projects

  Create Telemarketing Project: ...
GrapeCity Telemarketing Add-On User Manual



             Step 4			Enter	the	required	details	on	the	form	and	click	Save....
GrapeCity Telemarketing Add-On User Manual




                                             Figure 13 Associated Marketing...
GrapeCity Telemarketing Add-On User Manual




                                   Figure 15 Associated Telemarketing Team
...
GrapeCity Telemarketing Add-On User Manual




                                             Figure 17 Telmarketer View

  ...
GrapeCity Telemarketing Add-On User Manual




                                     Figure 18 Telmarketing Project View


...
GrapeCity Telemarketing Add-On User Manual




         Step 7 Select the “Divide by Time-Zone” radio button and click OK....
GrapeCity Telemarketing Add-On User Manual



            Telemarketing Project: The name of Telemarketing project appears...
GrapeCity Telemarketing Add-On User Manual




       Step 9 Click Process Queue Button on the Telemarketing entity plane ...
GrapeCity Telemarketing Add-On User Manual



   2.6 How to Create a Telemarketing Prospects

   Telemarketing Prospects: ...
GrapeCity Telemarketing Add-On User Manual




   Step 4 On the Telemarketing prospect form, enter the following details a...
GrapeCity Telemarketing Add-On User Manual




                                     Figure 25 Telemarketing Propect Form

...
GrapeCity Telemarketing Add-On User Manual




                      Figure 26 Telemarketing queue Tab for Telemarketing P...
GrapeCity Telemarketing Add-On User Manual


           Step 3 Click New button on the Sales script entity toolbar (As des...
GrapeCity Telemarketing Add-On User Manual


   2.8 How to Create Script Steps

   Creating Script Steps: A	Sales	script	s...
GrapeCity Telemarketing Add-On User Manual




                                  Figure 30 Telemarketing Script Step View
...
GrapeCity Telemarketing Add-On User Manual




                                       Figure 31 Telemarketing Script Step ...
GrapeCity Telemarketing Add-On User Manual



    Set as first Step: Check	the	box,	to	set	the	step	as	the	default	first	s...
GrapeCity Telemarketing Add-On User Manual




   A script step can have different responses and these responses along wit...
GrapeCity Telemarketing Add-On User Manual




        Response Text:	Add	the	response	text;	it	is	the	most	expected	answe...
GrapeCity Telemarketing Add-On User Manual



             Now you have successfully created a Single script step with res...
GrapeCity Telemarketing Add-On User Manual




                                             Figure 36 Single Step Script
 ...
GrapeCity Telemarketing Add-On User Manual


   Note: The difference between Single line and multiline script STEP is that...
GrapeCity Telemarketing Add-On User Manual


            Title: Enter the Title of the script

            Range: Creation...
GrapeCity Telemarketing Add-On User Manual


            Exit Allowed:	This	field	enables	the	system	to	decide	the	logical...
GrapeCity Telemarketing Add-On User Manual



   Note: No overlapping of ranges is allowed by the system. Branch STEP is a...
GrapeCity Telemarketing Add-On User Manual




                                   Figure 42 Text Input Script Step Form


...
GrapeCity Telemarketing Add-On User Manual


           Step 3 Click on the existing Sales Script, Sales Script screen app...
GrapeCity Telemarketing Add-On User Manual




                                       Figure 45 Sales Script Ratings View
...
GrapeCity Telemarketing Add-On User Manual


   action items that a Telemarketer can/should perform during/after the call....
GrapeCity Telemarketing Add-On User Manual




        Step5 Test the script by clicking on the responses and check for th...
GrapeCity Telemarketing Add-On User Manual




                                      Figure 51 Test Sales Script Screen 3
...
GrapeCity Telemarketing Add-On User Manual


   	        automatic	activity	checked	assign	To	Do	step,	answer	is	by	defaul...
GrapeCity Telemarketing Add-On User Manual



     Prospects in the next prospect trail are displayed in the following man...
GrapeCity Telemarketing Add-On User Manual




                      Figure 54 Place a call button on telemarketing prospe...
GrapeCity Telemarketing Add-On User Manual




                                         Figure 55 Place a call dialog


  ...
GrapeCity Telemarketing Add-On User Manual



   Further	steps	to	script	are	run	based	on	the	type	of	script	and	the	steps...
GrapeCity Telemarketing Add-On User Manual




                                             Figure 58 Scripted call screen...
GrapeCity Telemarketing Add-On User Manual



            Step 6 Click the following Buttons on the Proceed a Call Entity ...
GrapeCity Telemarketing Add-On User Manual




                                   Figure 60 Scripted call summary screen

...
GrapeCity Telemarketing Add-On User Manual


    3. Reporting and Analysis

     Reporting Dashboard:
     A Reporting Das...
GrapeCity Telemarketing Add-On User Manual



    Following    reports are displayed on the Reporting Dashboard:
         ...
GrapeCity Telemarketing Add-On User Manual



   “Telemarketer Load” Report

   This is a consolidated report providing in...
GrapeCity Telemarketing Add-On User Manual



   “Telemarketer Productivity By Day” Report

   The report will enable the ...
GrapeCity Telemarketing Add-On User Manual




 Figure 65 :Reporting Dashboard - Queue Productivity By Telemarketing Proje...
GrapeCity Telemarketing Add-On User Manual


   Reports: A number of reports are available along with GrapeCity Telemarket...
GrapeCity Telemarketing Add-On User Manual



    Following reports are included with the Telemarketing Add-On:

    1.  Q...
GrapeCity Telemarketing Add-On User Manual



   “Telemarketing Queue Profile” Report

   This	is	a		consolidated	report	p...
GrapeCity Telemarketing Add-On User Manual



   “Telemarketing Prospect Profile by Queue” Report

   This	is	a	consolidat...
GrapeCity Telemarketing Add-On User Manual


    “Queues by Priority” Report

    This is a consolidated report giving inf...
GrapeCity Telemarketing Add-On User Manual



   “Queue Productivity” Report

   The	report	provides	a	summarization	of	th...
GrapeCity Telemarketing Add-On User Manual




                                Figure 74 Queues Productivity by day Report...
GrapeCity Telemarketing Add-On User Manual


   “Telemarketer Performance By Day from Inactive Queues” Report

   This rep...
GrapeCity Telemarketing Add-On User Manual


   “Telemarketer Productivity by day from Active queues” Report

   The	repor...
GrapeCity Telemarketing Add-On User Manual




       Figure 79 Telemarketer Productivity by day from inactive queues Repo...
GrapeCity Telemarketing Add-On User Manual


    “Telemarketer Load” Report

    This is a consolidated report providing i...
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Transcript of "Telemarketing Add-On"

  1. 1. Telemarketing Add-On User Manual Version Number: GPCT/090131.1.3 Product Version: 1.3 Second Edition (1 2009)
  2. 2. GrapeCity Telemarketing Add-On User Manual Revised December 2009 This document provides instructions for the use of Grapecity Telemarketing Add-On developed for Microsoft Dynamics CRM 4.0. This Add-On was created using Microsoft Dynamics CRM 4.0 and Microsoft Visual Studio 2005. This document contains proprietary information, which is protected by copyright. No part of this document may be photocopied, reproduced, or translated into another language without the prior written consent of GrapeCity India (P) Ltd. The information contained in this docu- ment is subject to change without notice. DISCLAIMER: This document is for informational purpose only. GRAPECITY MAKES NO WARRANTIES, EXPRESS,IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. GrapeCity shall not be liable for technical or editorial errors or omissions contained herein. The informa- tion is provided “as is” without warranty of any kind and is subject to change without notice. For the latest version of GrapeCity Telemarketing Add-On, please access our Website at http://www.grapecity.com/india/addons. You can provide your valuable feedback and comments by E-mailing us at: addons@grapecity.com © Copyright 2008-09 GrapeCity India (P) Ltd. A-15 Sector 62 Noida. UP 201307. INDIA Microsoft Dynamics CRM is a proprietry product of Microsoft Corporation. The names of actual companies and products mentioned herein may be the trademarks of theirrespective owners. Copyright © GrapeCity. 2009 Version 1.2 2
  3. 3. GrapeCity Telemarketing Add-On User Manual About This Document Purpose and Scope: Microsoft Dynamics CRM 4.0 does not provide a Telemarketing functionality into the out-of-box CRM solution. GrapeCity Telemarketing Add-On provides an extension to Microsoft Dynamics CRM 4.0 by adding a Telemarketing module functionality to it. GrapeCityTelemarketing Add-on can be installed on top of Microsoft Dynamics CRM 4.0 for accessing the Telemarketing Add-On module. This guide describes the features and help you in understanding the functionality being offered by the Add-On. Intended Audience This guide is directed to the users of Microsoft Dynamics CRM 4.0 who are interested in using the Telemarketing functionality. This guide can be used by Marketing Managers, Telemarketing Managers, System Administrators and the Telemarketers. Copyright © GrapeCity. 2009 Version 1.2 3
  4. 4. GrapeCity Telemarketing Add-On User Manual Contents 1. Overview 5 1.1 How to Access Telemarketing Add-On 6 1.2 GrapeCity Telemarketing Add-On workspace 6 2. Telemarketing Add-On- Functionality 7 2.1 How to Create Time Zones 7 2.2 How to Create Telemarketers 9 2.3 How to Create a Telemarketing Team 11 2.4 How to Create Telemarketing Projects 14 2.5 How to Create Telemarketing Queues 18 2.6 How to Create a Telemarketing Prospects 23 2.7 How to Create Sales Scripts 26 2.8 How to Create Script Steps 28 2.8.1 How to Create SINGLE Script Step 30 2.8.1.1 How to Add Responses to the script steps 31 2.8.2 How to Create MULTI-LINE Script Step 34 2.8.3 How to Create BRANCH Script Step 36 2.8.3.1 How to Create Ranges for Script Steps 37 2.8.4 ACTION script step 39 2.8.5 Text INPUT step 39 2.9 How to Add Ratings to a Script 40 2.10 How to Test the Scripts 42 2.11 How to make Telemarketing calls 46 3. Reporting and Analysis 52 3.1 Viewing Reporting Dashboard 54 3.2 Viewing Telemarketing Reports 59 Copyright © GrapeCity. 2009 Version 1.2 4
  5. 5. GrapeCity Telemarketing Add-On User Manual 1. Overview GrapeCity Telemarketing Add-On for Microsoft Dynamics CRM 4.0 enables the Telemarketing team to play an integral role in the sales cycle. With GrapeCity Telemarketing Add-On you can: • Create Microsoft CRM accounts for employees who are telemarketers and Telemarketing Managers. • Set Time-zones for Accounts, Contacts and Leads so that calls are made in their time only. • Create flexible Sales scripts to guide Telemarketers through calls and to prompt them for actions, such as lead conversion or order capture. • Attach Sales scripts to marketing projects so that all of your telemarketing activities are integrated • Create Telemarketing Queues of Leads, Contacts and Accounts • Check Telemarketer Load for allocated queues. • Ensure that the highest priority prospects are called first • Analyze the efficiency of Telemarketers, Queues, and ultimately, your marketing activities as a whole Copyright © GrapeCity. 2009 Version 1.2 5
  6. 6. GrapeCity Telemarketing Add-On User Manual 1.1 How to Access Telemarketing Add-On Telemarketing Add-On can be launched from the Microsoft CRM navigation bar. On clicking Tele- marketing tab different Telemarketing Add-On entities are displayed as Extensions in the Tele- marketing section displayed on top on the Microsoft CRM navigation bar. Figure 1 Telemarketing Navigation Pane 1.2 GrapeCity Telemarketing Add-On workspace Main entities related to the Telemarketing workspace are as under: Telemarketing Prospect This entity contains a list of all the target customers. You can view the details of calls made to each prospect, and check whether any calls have been scheduled next. Telemarketing Project Use this entity to create a Telemarketing Project to help the Campaign Manager manage the Telemarketing Campaign by defining the budget as well start and end dates Telemarketing Queue Use this entity to view and use calling queues of prospects. The priority, avail- ability and load distribution for a queue can also be defined. Telemarketing Team Use this entity to create team of Tele- marketers based on divisions in your or- ganization. Telemarketer Use this entity to record and track your Telemarketing service representatives and managers. Copyright © GrapeCity. 2009 Version 1.2 6
  7. 7. GrapeCity Telemarketing Add-On User Manual Sales Script Use this entity to create sales scripts to guide Telemarketing representatives dur- ing their sales calls. You can also find ef- fectiveness of sales script by testing the script and make relevant changes before providing it to the Telemarketers. Time Zone Time zones enable you to classify and identify prospects located in different geographical time zones, and schedule calls assigned to telemarketers working in that time zone. The core area of operations or the Head Office zone should be set as the default time zone for the system. Reporting The dashboard uses visual graphs to Dashboard provide a quick glance to the manage- ment regarding queue productivity, tele- marketer workload, telemarketer perfor- mance in terms of orders, opportunities and lead conversion rates, geographical distribution of prospects by country and other key performance indicators for telemarketing projects. 2. Telemarketing Add-On- Functionality 2.1 How to Create Time Zones Time-Zones: Every Account, Contact and lead can be associated with a Time-Zone. All the Telemarketers should also be associated to a Time-Zone. This helps in creating and allocating prospects to the respective telemarketers based on the Time-Zone Step 1. Click on the Telemarketing Tab in the MSCRM workspace Step 2. Click on the Time-Zone entity displayed in the Telemarketing Navigation Pane Step 3. Click new button on the Time-Zone entity toolbar (As described in the im age Below); Time-Zone form opens. Copyright © GrapeCity. 2009 Version 1.2 7
  8. 8. GrapeCity Telemarketing Add-On User Manual Figure 2 Time Zone View Step 4. In the Time-Zone Form, enter the required details and click Save and Close. Fields Description: Name: Enter the name of the Time-Zone Offset from GMT: Enter the Time difference from GMT Default: To set the specified Time-Zone as a default time zone, check this check box. It is mandatory that the system have one time zone set as the default time zone. Description: Enter the description of the Time-zone Figure 3 Time-Zone Form Copyright © GrapeCity. 2009 Version 1.2 8
  9. 9. GrapeCity Telemarketing Add-On User Manual You have successfully created the Time-Zone. Note: Only one default Time-zone can exist in the system 2.2 How to Create Telemarketers Adding Telemarketers: After employees are entered into the system, you need to specify which employees are Telemarketing service representatives (Telemarketers) and which are Telemarketing managers. You do this with the Telemarketer entity. Step 1. Click on the Telemarketing Tab in the MSCRM workspace Step 2. Click on the Telemarketer entity displayed in the Telemarketing Navigation Pane Step 3. Click new button on the Telemarketer entity toolbar (As described in the image below); Telemarketer form opens. Step 4. In the Telemarketing Form, enter the following details and click Save and Close. Figure 4 Telemarketers View Copyright © GrapeCity. 2009 Version 1.2 9
  10. 10. GrapeCity Telemarketing Add-On User Manual Fields Description: Name: Enter the name of the Telemarketer Role: Select the role of the Telemarketer (Telemarketer and Telemarketing manager). User should have MS CRM security role of Telemarketer or Telemarketing Manager User: Select the MSCRM user name for the specified Telemarketer. Time-zone values : Select the Time-Zone of the telemarketer based on his working hours. Figure 5 Telemarketer Form You have successfully created the Telemarketer record. Copyright © GrapeCity. 2009 Version 1.2 10
  11. 11. GrapeCity Telemarketing Add-On User Manual 2.3 How to Create a Telemarketing Team Telemarketing Teams: Telemarketers can be included in a telemarketing team which is created in the system. A Telemarketer can belong to multiple teams. After creating Telemar- keting teams you can assign them to Telemarketing projects instead of assigning individual Telemarketers. Step 1 Click on the Telemarketing Tab in the MSCRM workspace Step 2 Click on the Telemarketing Team entity displayed in the Telemarketing Navigation Pane Step 3 Click New button on the Telemarketing Team entity toolbar (As described in the image below); Telemarketing Team form opens. Figure 6 Telemarketing Team View Step 4 In the Telemarketing Team form, enter the following details and click Save and Close. Fields Description: Team name: Enter the name of the Telemarketing team Copyright © GrapeCity. 2009 Version 1.2 11
  12. 12. GrapeCity Telemarketing Add-On User Manual Team description: Describe the details of the team. Team Manager: Identify the manager for the team. The system does not restrict the user to select a manager who has Telemarketing Manager role assigned. Instead a user configured to have Telemarketer privileges can also be set as a team’s manager. Step 5 Now Click on Telemarketers entity on the Navigation pane. Figure 7 Telemarketing Team Form Step 6 Now click on “Add Existing Telemarketers” button on the Toolbar (See Image) Figure 8 Telemarketer View Step 7 Telemarketers lookup dialog opens up. Perform the actions as per the Steps in the below image. Copyright © GrapeCity. 2009 Version 1.2 12
  13. 13. GrapeCity Telemarketing Add-On User Manual Figure 9 Telemarketer Lookup Records Step 8 Telemarketers get associated with the Telemarketing Team Created; now click Save and Close. Figure 10 Telemarketer View You have successfully created a Telemarketing Team and Associated Telemarketers to the Team. Copyright © GrapeCity. 2009 Version 1.2 13
  14. 14. GrapeCity Telemarketing Add-On User Manual 2.4 How to Create Telemarketing Projects Create Telemarketing Project: Telemarketing projects are created for a marketing cam- paign. It helps the marketing manager plan the budget and duration of the project. Customers can be targeted for the projects by associating different marketing lists. These prospective customers can then be assigned to different Telemarketing teams based on queue creation and distribution. For each project we can also associate a sales script that guides the Telemarketers through their sales calls, providing information and enabling them to ask appropriate questions at the right moments.( For more details on Sales Script see section 2.7) Step 1 Click on the Telemarketing Tab in the MSCRM workspace Step 2 Click on the Telemarketing Project entity displayed in the Telemarketing Navigation Pane Step 3 Click New button on the Telemarketing Project entity toolbar (As described in the image below); Telemarketing Project form opens. Figure 11 Telemarketing Projects View Copyright © GrapeCity. 2009 Version 1.2 14
  15. 15. GrapeCity Telemarketing Add-On User Manual Step 4 Enter the required details on the form and click Save. Fields Description: Name: Enter the Telemarketing Project name Marketing Campaign: Associate the marketing campaign to which this telemarketing project belongs. Project Manager: Associate a project Manager for this project Sales Script: Associate a Sales script with this project, if required. (Creation of Sales Script is discussed in Section 2.7.) Start date: Enter the start date of the project End-date: Enter the end date of the Project. Figure 12 Telemarketing Projects Form Step 5 Once the project has been created, click on Marketing Lists entity in the Navigation Pane. Step 6 Click “Add Existing Marketing List” button on the toolbar to associate any MS CRM Marketing List created from Account, Contacts or Leads to this Project. Step 7 Lookup Records dialog for Marketing List opens up. Perform actions as per the steps in the below image. Copyright © GrapeCity. 2009 Version 1.2 15
  16. 16. GrapeCity Telemarketing Add-On User Manual Figure 13 Associated Marketing List Figure 14 Marketing List Lookup Record Dialog Step 8 Now click on Telemarketing Team entity in the navigation pane of Telemarketing Project to associate the Telemarketing Team we created above. Step 9 Click “Add Existing Telemarketing Team” button on the toolbar to associate Telemarketing team we created in the above Section 2.3. Step 10 Lookup Records dialog for Telemarketing Team opens up. Perform actions as per the steps in the below image. Copyright © GrapeCity. 2009 Version 1.2 16
  17. 17. GrapeCity Telemarketing Add-On User Manual Figure 15 Associated Telemarketing Team Figure 16 Telemarketing Team Lookup Record Dialog Step 11 Click the Telemarketer entity in the navigation plane of Telemarketing project Step 12 Now click on “Add Existing Telemarketers” button on the Toolbar (See Image) Step 13 Now Telemarketing Teams/Telemarketers are associated with the Telemarketing Project Created; click Save and Close. Copyright © GrapeCity. 2009 Version 1.2 17
  18. 18. GrapeCity Telemarketing Add-On User Manual Figure 17 Telmarketer View You have successfully created a Telemarketing Project associating Marketing List, Telemarketing Teams/Telemarketers to the project. 2.5 How to Create Telemarketing Queues Create Telemarketing Queues: Telemarketing Queues, associated with telemarketing projects can be created according to time zones or any other customers’ category, to make your marketing activities fully integrated. You can also manage your queues on the fly, in- crease and decrease a queue’s priority before making it available for calling to the telemar- keters.Once your marketing lists are prepared, you can create calling queues. These queues consist of lists of sales leads, contacts, or accounts converted into telemarketing prospects. It is important, then, to make sure that all of the prospects you wish to assign to calling queues are on marketing lists. Incase some of the prospects are not present in the attached market- ing list you can manually add them to the Queue. To create Telemarketing Queues, attach a Marketing list to your Telemarketing Project first. Telemarketing Queue can either be a Single Queue containing all the prospect available in the Marketing List or it can be multiple queues dividing the prospects on the basis of their Time zones. Step 1 Click on the Telemarketing Tab in the MSCRM workspace Step 2 Click on the Telemarketing Project entity displayed in the Telemarketing Navigation Pane Step 3 Click New button on the Telemarketing Project entity toolbar (As described in the image below); Telemarketing Project form opens. Step 4 Follow the same process described above in section 2.4 to create a Telemarketing project, and attach marketing list and teams to the project is so required. Step 5 Click on the New Queue button on the Telemarketing Project entity tool bar. A Queue creation dialog box appears on the screen. Copyright © GrapeCity. 2009 Version 1.2 18
  19. 19. GrapeCity Telemarketing Add-On User Manual Figure 18 Telmarketing Project View Step 6 Select the Single radio button, if you want to make one single queue out of your marketing list. The queue is not associated with a particular time zone in this case. Figure 19 Telmarketing Queue Creation Dialog Figure 20 Telemarketing Queue Copyright © GrapeCity. 2009 Version 1.2 19
  20. 20. GrapeCity Telemarketing Add-On User Manual Step 7 Select the “Divide by Time-Zone” radio button and click OK. Figure 21 Telemarketing Queue creation Dialog By using it, you can divide each marketing list on the basis of prospect’s time zone. This helps in creat- ing queues having prospects belonging to the same Time-zone. You can then allocate Telemarketers working on the same Time-zone for calling these Prospects. Note: When you click on the Divide By Time zone button, even though multiple queues are created for distinct time zones, only one of the queue forms is displayed to the user at the end of the queue creationprocess. Figure 22 Telemarketing Queues Divided by Time Zone Step 8 Selecting the Single or Time-Zone radio button will take you to the below attached screen. Enter the information in the given fields, and Click Save. Fields Description: Name: The name of Queue appears here, the data is already pre-populated and you may modify it as required. Copyright © GrapeCity. 2009 Version 1.2 20
  21. 21. GrapeCity Telemarketing Add-On User Manual Telemarketing Project: The name of Telemarketing project appears here, the data is already prepopulated Description: Enter the details of the Queue Priority: Select the priority of the task as High, Medium or Low Status: Data is already pre populated according to the action performed on the Queue. Available from: Set this date if you wish prospects in the queue to be called at a later date and not immediately. Time-Zone: Time-Zone defined at the time of queue creation. Follow Up Task Subject: Set the subject for the automatic task to be generated for the manager through the scripted call. Follow Up task Assigned To: Set the manager for whom the automatic reminder task should be generated for. Load indicator: Load indicator grid provides the load distribution between the as signed Telemarketers, and can also recalculate load on adding/removing Tele marketer to the Queue. You can view the names of telemarketers, current load of calls for all queues currently pro- cessed in the system allocated to them; Additional load of calls based on current queue, Total load of calls on them including the current queue assigned. Recompute Load -To recalculate the load on a telemarketer, assign more telemarketers to the project and then proceed to the queue information section and then click on the recompute load button to recalculate and distribute the load between telemarketers. Copyright © GrapeCity. 2009 Version 1.2 21
  22. 22. GrapeCity Telemarketing Add-On User Manual Step 9 Click Process Queue Button on the Telemarketing entity plane to make the queue available to each telemarketer to make the calls After setting properties for each Telemarketing Queue, you are required to Process the Queue in order to make it available to the Telemarketers for calling. This will prepare all of the calling prospects for every queue, prioritizing and sequencing them for each Telemarketer assigned to make calls. Note: The status of the queue will be changed to Processed. Figure 23 Telemarketing Queue Processing That’s all!! Now your Queue is processed and the prospects associated with the Queue will be available to Telemarketers for calling. Your Telemarketers can start calling now. Copyright © GrapeCity. 2009 Version 1.2 22
  23. 23. GrapeCity Telemarketing Add-On User Manual 2.6 How to Create a Telemarketing Prospects Telemarketing Prospects: Telemarketing prospects are the target customers for the Tele- marketing project. These target customers can be existing Leads, Contacts or Accounts stored in the Microsoft CRM system. Although, Telemarketing prospects are automatically created during queue creation using the members included in marketing lists associated with the project, prospects can also be cre- ated manually into the system. Step 1 Click on the Telemarketing Tab in the MSCRM workspace Step 2 Click on the Telemarketing Prospect entity displayed in the Telemarketing Navigation Pane Step 3 Click New button on the Telemarketing prospect entity toolbar (As described in the image below); Telemarketing prospect form opens. Figure 24 Telemarketing Propect view Copyright © GrapeCity. 2009 Version 1.2 23
  24. 24. GrapeCity Telemarketing Add-On User Manual Step 4 On the Telemarketing prospect form, enter the following details and click Save and Close. Fields Description: Name: Enter the name of the Prospect Prospect Type: Select the prospect type (Account, Contact, Lead) Telemarketing project: Associate a Telemarketing project to this prospect. Account: Associate the account of the prospect already existing in the system, if the prospect type is Account Lead: Associate the lead of the prospect already existing in the system if the prospect type is Lead Contact: Associate the Contact of the prospect already existing in the system if the prospect type is Contact. Phone Number: Enter the phone number of the prospect Time-Zone: The Time Zone field gets automatically pre populated once the form is saved based on the time zone defined for the associated account/contact /lead or the system default time zone. Last Action: The last action field gets automatically pre populated depending upon the last action performed for this prospect. Note: 1. If you have selected prospect type as Account, then only Account field will be enabled making Lead and Contact field disabled. Similarly if the selected prospect type is Lead, then only Lead field gets enabled making Account and Contact field as disabled 2. The user can keep the track of the Orders and Opportunities created for the Prospect by viewing the associated records of Orders and Opportunities. Copyright © GrapeCity. 2009 Version 1.2 24
  25. 25. GrapeCity Telemarketing Add-On User Manual Figure 25 Telemarketing Propect Form Step 5 On the Telemarketing prospect Entity, Click on the Queue status/De tails tab, enter the following details in the form Fields Description: Queue: Associate a queue with the created prospect. Schedule Time: Enter the time scheduled to call this prospect. Reason for rescheduling: Reason for rescheduling gets auto-populated with the reason specified when a prospect/call is re-scheduled. Step 6 Click Save and Close. Copyright © GrapeCity. 2009 Version 1.2 25
  26. 26. GrapeCity Telemarketing Add-On User Manual Figure 26 Telemarketing queue Tab for Telemarketing Prospect You have successfully created a new prospect manually and associated a queue with it. 2.7 How to Create Sales Scripts Creating Sales Scripts: Sales scripts guides the Telemarketers through their sales calls, provides useful information, appropriate qualifying questions, and enabling them to ask the pertinent questions at the right moments. Scripts enable Telemarketers to schedule or perform activities such as follow-up calls, creating a note for the relevant account manager, placing an order, booking appointments, and so on. Sales scripts consist of a number of steps linked together. Each step poses a question, contains information to be communicated by the Telemarketer, or guides the Telemarketing representative to the next logical step, based on the prospect’s responses. Step 1 Click on the Telemarketing Tab in the MSCRM workspace Step 2 Click on the Sales Script entity displayed in the Telemarketing Navigation Pane Copyright © GrapeCity. 2009 Version 1.2 26
  27. 27. GrapeCity Telemarketing Add-On User Manual Step 3 Click New button on the Sales script entity toolbar (As described in the Image below); a new Sales Script form opens up. Step 4 Enter the following details; and Click Save. Figure 27 Telemarketing Sales Script View Fields Description: Title: Enter the title of the sales script Description: Enter the details of the Sales Script and Save the form. First Step: Now, associate the first step with the sales script, if the steps are already created in the system. (for information on script steps see section 2.8 How To Create Script Steps). Figure 28 Telemarketing Sales Script Form Copyright © GrapeCity. 2009 Version 1.2 27
  28. 28. GrapeCity Telemarketing Add-On User Manual 2.8 How to Create Script Steps Creating Script Steps: A Sales script step consists of a title, a speech text (question), and a number of possible responses. The steps you can use can be questions with single choice answers, questions with multiple selection answers, branches, questions requiring text input, or steps as actions to be performed. Each script has to have a default first step for it to be used with a project. Step 1 Click on the Telemarketing Tab in the MSCRM workspace Step 2 Click on the Sales Script entity displayed in the Telemarketing Navigation Pane Step 3 Click New button on the Sales script entity toolbar (As described in the image below); Sales Script form opens, enter the Title and Description field and click Save. Figure 29 Telemarketing Sales Script View Step 4 Click on the Script Step entity on the Sales script navigation bar Step 5 Click on the New Script step field on the Sales script entity bar. Script steps form opens up Copyright © GrapeCity. 2009 Version 1.2 28
  29. 29. GrapeCity Telemarketing Add-On User Manual Figure 30 Telemarketing Script Step View Step 6 Enter the following details and click Save. Sales Script: The Sales script is already associated with the step. Step Type: Select the step type as Single, Multiline, Branch, Text, or Action. 1. Single choice step: A single choice step type is a question that has one possible re- sponse. 2. Multi-line step: A Multiple choice step type enables user to capture more than one re sponse. 3. Branch script step: A branch step determines the next step to be executed based on the scores accumulated in the previous steps 4. Text script step: The Text Input step does not have pre defined answers for the step but it enables user to store the answer as told by the prospect. 5. Action script: Action step enables the Telemarketer to perform specific actions. Set as first step: To set the script step as first step check this check box. There can be only one First step for a Script. Note: If you have set a script step as the first step for your Sales script, or have changed the first step for the script, then please refresh or reopen the Sales script form to view your changes with respect to the first step. Copyright © GrapeCity. 2009 Version 1.2 29
  30. 30. GrapeCity Telemarketing Add-On User Manual Figure 31 Telemarketing Script Step View Depending upon the step type selected, further action on creating script STEP is followed. Each of these script steps are discussed in following sections.] 2.8.1 How to Create SINGLE Script Step Single Script Step: A single choice step type is a question that has one possible response. Your next STEP Is determined by the answer to this step. For example, the question ‘Are you planning to attend the event?’ is a single choice. Only one answer is possible either Yes or No. The answers may be weighted for branching purposes or toward a final score calculation. Step 1 Follow the instruction given in the above section 2.8 and come to the new script step form. Step 2 When ‘Single’ is selected as the step-type, other fields appear on the screen for more details of the step. Enter the details in the fields and click Save. Field Description Title: Enter the Title of the step. Speech: Enter the speech for the telemarketer Copyright © GrapeCity. 2009 Version 1.2 30
  31. 31. GrapeCity Telemarketing Add-On User Manual Set as first Step: Check the box, to set the step as the default first step of the Sales script Default Next Step: Associate a default next step, if the step already exists in the system Exit Allowed: If there is no “Default Next Step” for the step, then Exit Allowed Check box would be checked by the system. Else not. Responses: The answers for Single choice step are stored as responses. Creation of responses is discussed in the following section. Figure 32 Telemarketing Script Step Form 2.8.1.1 How to Add Responses to the script steps Adding responses to script steps: Each Sales script has multiple script steps that are created as per the flow of the script. For the Single and Multi-line script steps, based on the response of a script step the next STEP is decided and displayed to the Telemarketer. Copyright © GrapeCity. 2009 Version 1.2 31
  32. 32. GrapeCity Telemarketing Add-On User Manual A script step can have different responses and these responses along with their score can be defined here. Step 1 Create a script step as mentioned in the above section 2.8 and click Save Step 2 Once the script STEP I is saved, a responses grid appears (as shown in the image below) Figure 33 Telemarketing Script Step Response Step 3 Click on the New Response button in the response entity bar. Response page appears. Enter the following details and Click Save. Script step: By default this field is prepopulated by the system. Step Type: By default this field is pre populated by the step type mentioned while creating the script step. Copyright © GrapeCity. 2009 Version 1.2 32
  33. 33. GrapeCity Telemarketing Add-On User Manual Response Text: Add the response text; it is the most expected answer for the questions asked in the speech section which the telemarketer will get from the prospect. Response Value: Enter the weightage score for this response. This value will help in deciding the ratings of the prospect. (Check for more details on Ratings in section 2.14) Next Step: Associate a next STEP if it exists in the system Exit Allowed: This field enables the system to decide the logical end point for the sales script if there is no next step associated. The check box is checked by default if there is no next step associated. Figure 34 Telemarketing Script Step Response Form Step 4 Click save and add new responses in the same way. Copyright © GrapeCity. 2009 Version 1.2 33
  34. 34. GrapeCity Telemarketing Add-On User Manual Now you have successfully created a Single script step with responses. Note: The Single step creation enables the telemarketer to choose only one response from the men- tioned responses at the time of calling. (Please see the below image of Sales script test form) Figure 35 Single Step Script Test 2.8.2 How to Create MULTI-LINE Script Step Multi-Line Script Step: A Multiple choice step type enables user to capture more than one response. The Next STEP is always fixed for multi-line step and each response that the target gives is added to the final score. The final action on the call is taken up automatically on the basis of final scores. Step 1 Follow the instruction given in the above section 2.8 and come to the Script step new information screen. Step 2 When Multiline is selected as a step type, other fields appear on the screen for more details. Enter the details in the fields; and Click Save Copyright © GrapeCity. 2009 Version 1.2 34
  35. 35. GrapeCity Telemarketing Add-On User Manual Figure 36 Single Step Script Field Description Title: Enter the Title of the script Speech: Enter the speech for the telemarketer Default Next Step: Associate a next step for this STEP if the step already exists in the system Exit Allowed: If “Default Next Step Field” is not entered, then Exit Allowed Check box will be checked by the system automatically. Responses: The answers for Single choice step are stored as responses. Creation of responses is discussed in section 2.10. Copyright © GrapeCity. 2009 Version 1.2 35
  36. 36. GrapeCity Telemarketing Add-On User Manual Note: The difference between Single line and multiline script STEP is that, in a single step the telemarketer can choose only one response out of the available response. And multiline script step allows the telemarketer to choose one or more responses out of the available responses. (Please see the below image of Sales script test form; Multiline Script type) Figure 37 Multi-Line Step Script Test 2.8.3 How to Create BRANCH Script Step Branch Script Step: A branch step determines the next step to be executed based on the scores accumulated in the previous steps. Branch step runs in background on actual execution of Sales Script. Since, the next STEP is decided based on the scores accumulated in the previous steps. We create Ranges where the next steps are decided if the cumulated score falls in a certain range. Creation of ranges is discussed in the above section. Step 1 Follow the instruction given in the above section 2.8 and come to the new Script step form. Step 2 When Branch is selected as the step type, other fields appear on the screen for further details. Enter the details in the fields: Field Description Set as first Step: Check the box, to set the step as the default first step of the Sales script Copyright © GrapeCity. 2009 Version 1.2 36
  37. 37. GrapeCity Telemarketing Add-On User Manual Title: Enter the Title of the script Range: Creation of Range is discussed in the above section. Step3 Click Save tab Figure 38 Branch Script Step Form 2.8.3.1 How to Create Ranges for Script Steps Create Ranges: A Branch step derives ratings from the previous steps. Since this rating may always fall in a certain range we have a concept of Range for Branch type of Script Step. You define a range of value and the associated next step that should be performed in case the rating falls in this Range. Step 1 Create a Branch type script step as mentioned above in the section 2.8 and click Save Once the script STEP is saved, a range grid appears (as shown in the image below) Step 2 Click on the New Range tab in the response entity bar. Fields Description: Script step: By default this field is prepopulated Start Range: Enter the start range End Range: Enter the end range Next Step: Associate a next step for this range, if it exists in the system Copyright © GrapeCity. 2009 Version 1.2 37
  38. 38. GrapeCity Telemarketing Add-On User Manual Exit Allowed: This field enables the system to decide the logical end point for the sales script if there is no next step associated. The check box is checked by default if there is no next step associated. Figure 39 Branch Script Step Ranges View Step 3 Range page appears. Enter the following details and Click Save. Figure 40 Script Step Ranges Form Copyright © GrapeCity. 2009 Version 1.2 38
  39. 39. GrapeCity Telemarketing Add-On User Manual Note: No overlapping of ranges is allowed by the system. Branch STEP is an internal step and is never seen by the telemarketer during the sales script run. Click save and add new ranges in the same way. You have successfully created a Branch line step and associated ranges 2.8.4 ACTION script step Action Script Step: Action step enables the Telemarketer to perform specific actions like creating Notes, Opportunities etc. The success of failure of the action step determines the next step. Figure 41 Action Script Step Form If an automated task has to be generated for the manager as an internal Assign ToDo step, the ‘Generate Automated Activity’ checkbox should be checked at the time of creation of the Assign To Do Action step. For all other actions, this checkbox holds no value and an alert pops up if it is checked for any other type of Action step at the time of save. 2.8.5 Text INPUT step Text Input Step: The Text Input step enables user to store the speech for the Telemarketer. It is mainly used to store the greeting text or any other information text. Copyright © GrapeCity. 2009 Version 1.2 39
  40. 40. GrapeCity Telemarketing Add-On User Manual Figure 42 Text Input Script Step Form 2.9 How to Add Ratings to a Script Adding ratings: Each Sales script has multiple script steps that are created as per the flow of the script. For the Single and Multi-line script steps, based on the response of a script step the next STEP is decided and displayed to the Telemarketer. A script step can have different responses and these responses along with their score can be defined here. When a sales script is created, depending on the scores of the responses of the various script steps, rating for the Script should be defined. If you don’t use branch script steps or Single/Multi-line steps in your script, still you may wish to weigh responses for every STEP in your script so that each call has a final score. The final score can help you decide how to proceed with the prospect. This final score is defined using the Rating. Your rating system enables you to associate ratings (evaluative words or phrases) with the final scores. To explain it bit further let’s take an example: You may use Telemarketing to qualify sales leads and generate orders. You use your system to qualify your prospects in such a way so that say when a call to a prospect scores above 100, the prospect is identified as a ‘hot’ lead whereas when the score is below 10, the prospect’s name is dropped from the list of leads. The rating system lets you determine the best plan of action after calls are made and lets you analyze the efficiency of your sales scripts and the quality of your Telemarketing prospects. Step 1 Click on the Telemarketing Tab in the MSCRM workspace Step 2 Click on the Sales Script entity displayed in the Telemarketing Navigation Pane Copyright © GrapeCity. 2009 Version 1.2 40
  41. 41. GrapeCity Telemarketing Add-On User Manual Step 3 Click on the existing Sales Script, Sales Script screen appears. Figure 43 Sales Script View Step 4 Click on the Rating entity on the Sales script entity bar. Sales scripts Rating screen appears (As shown in the image) Step 5 Click on the new Rating button on the Sales script Rating entity bar Figure 44 Sales Script Form Copyright © GrapeCity. 2009 Version 1.2 41
  42. 42. GrapeCity Telemarketing Add-On User Manual Figure 45 Sales Script Ratings View Step 6 Enter the following fields and click Save. Fields Description: Rating: Enter the name of the rating you want to enter for the Range you describe below. Sales Script: By Default, the Sales script is pre populated on the rating form. Hang up Score: If this check box is checked then this rating is assigned to the prospects call if any time during the progress of the call, the prospect hangs up. Range Bottom:Enter the minimum range value under the rating described. Range Top:Enter the maximum range value under the rating described. Figure 46 Sales Script Ratings Form You have successfully added ratings to the Sales scripts 2.10 How to Test the Scripts Test Scripts: Once a script has been created it can be tested instantly using this functional- ity. It can be used for simulating the Telemarketer script calling and validating the possible Copyright © GrapeCity. 2009 Version 1.2 42
  43. 43. GrapeCity Telemarketing Add-On User Manual action items that a Telemarketer can/should perform during/after the call. This helps in find- ing the effectiveness of sales script and helps make relevant changes before providing it to Telemarketers. Step 1 Click on the Telemarketing Tab in the MSCRM workspace Step 2 Click on the Sales Script entity displayed in the Telemarketing Navigation Pane Step 3 Click on the existing Sales Script, Sales Script screen appears. Figure 47 Sales Script View Step4 Click on the Test Script Field on the Toolbar, Test Sales script screen appears as shown in the image Figure 48 Test Script Button On Sales Script Form Copyright © GrapeCity. 2009 Version 1.2 43
  44. 44. GrapeCity Telemarketing Add-On User Manual Step5 Test the script by clicking on the responses and check for the next step. By clicking OK. This way you can test your script once it is created. Figure 49 Test Sales Script Screen 1 Figure 50 Test Sales Script Screen 2 Copyright © GrapeCity. 2009 Version 1.2 44
  45. 45. GrapeCity Telemarketing Add-On User Manual Figure 51 Test Sales Script Screen 3 For any Assign To Do Action step in the script, it appears in the test script only if the ‘Gen- erate Automated Task’ checkbox is unchecked. If it is checked, then during the script flow, when that step is reached. it will be skipped in the flow and automatically the Success Next step set up for the step would be called in the flow. Once you have created and tested your sales script, you can link it to a marketing project so it can be used by your Telemarketing representatives when they make their calls. Note: To make a script available for use with a Telemarketing queue, you must first associate the script with a Telemarketing project. So, this Script gets directly associated with the new Queue that would be made for the telemarketing project. Step 6 You can perform either one of the following actions on the form Fields Description: OK: To proceed with the testing of the script Continue later: This tells the administrator that the prospect would be re-queued if the prospect asks for Call later at the time of actual calling the prospect. Hang up: This tells the administrator that the prospect would be removed from the queue if the prospect hangs up at the time of actual calling the prospect. Step 7 Once you have tested the script a summary information screen appears providing all the details as shown in the screen below. For the generate Copyright © GrapeCity. 2009 Version 1.2 45
  46. 46. GrapeCity Telemarketing Add-On User Manual automatic activity checked assign To Do step, answer is by default taken as ‘Success’ Note: Sales Script Summary enables Telemarketer to view responses given by Prospect for each ques- tion. It creates a Summary record at the end of call which has information on the answer, scores and rating. Also, Notes for the steps proceeded are made for each step and gets written in the script summary form. Figure 52 Sales Script Summary Screen 2.11 How to make Telemarketing calls Telemarketing Calls: As a Telemarketing service representative, you must be assigned to a calling queue to make calls. You can start making calls by logging into the system, browsing to the Telemarketing Prospect entity and clicking on the Next Prospect button which opens for you the first prospect due to be called from amongst your assigned queues. Alternately, you can also open any prospect appearing in the “My Due Prospects” view and click the Place A Call button on the Prospect form. You conduct the call by following the prompts on your screen, whether they direct you to ask questions, to communicate information, or to perform an action. When your call is finished, you are prompted to take another call. Next Prospect Trail The default view for Telemarketing Prospects (“My Due Prospects”) displays all prospects that are either not contacted or are re-queued and due to be called and belong to any active queue to which the current user is assigned as a telemarketer. The system provides the user to initiate a Next prospect trail where he can call prospects one after another and end the trail when he finishes calling. Copyright © GrapeCity. 2009 Version 1.2 46
  47. 47. GrapeCity Telemarketing Add-On User Manual Prospects in the next prospect trail are displayed in the following manner: 1. All prospects that are owned by the current user or belong to a queue in which the current user is an assigned telemarketer are displayed ordered by their scheduled time. 2. For prospects whose scheduled time is not fixed, prospects belonging to the higher priority queues are displayed first provided the prospect is either owned by the user or the user is part of the telemarketers assigned to the queue. In case two or more queues are of the same priority, prospects are displayed based on the queue creation date in ascending order. Step 1 Click on the Telemarketing Tab in the MSCRM workspace Step 2 Click on the Telemarketing Prospect entity displayed in the Telemarketing Navigation Pane. Step 3 Click on the Next Prospect button and the Telemarketing Prospect screen appears for the prospect due to be called first. Figure 53 Telemarketing Propects View Step 4 Click on the Place a Call Field on the Toolbar. Place a call Dialog screen appears as shown in the image Copyright © GrapeCity. 2009 Version 1.2 47
  48. 48. GrapeCity Telemarketing Add-On User Manual Figure 54 Place a call button on telemarketing prospect form Note: If the queue you are making calls from is associated with a telemarketing project that has a sales script selected, then your call is guided by the script. If the queue is not associated with a script, then your calls use a generic ‘action’ prompt (described below). Step 5 Click the following fields on the Place a Call Entity page to store the action performed while placing a call. Fields Description: Proceed with Call: Click ‘Proceed with call’ to initiate the conversation with the prospect. Left message Reschedule Call: Prospect not available so left message. Call is rescheduled and comes back in the queue, and the scheduled time for the prospect is converted based on the current telemarketer’s time zone. Also, the current user becomes the owner of the prospect, so that he alone can follow up on that prospect at the re-scheduled time. Voice mail, No message left: Prospect on voicemail. Prospect comes back in the queue. Line Busy: Click if line is busy and you cannot connect. Prospect comes back in the queue. No Answer: Click if there is no answer. Prospect comes back in the queue Not in Service: Phone number incorrect or non-existent. Telemarketer can take action to correct contact information, and manually place another call, otherwise the prospect is removed from the list of prospects to be called. Copyright © GrapeCity. 2009 Version 1.2 48
  49. 49. GrapeCity Telemarketing Add-On User Manual Figure 55 Place a call dialog Note: When you choose to proceed with the sales call, one of two things happens. If the telemarketing project is not associated with a script, a dialog opens so you can proceed with the call (as shown in the image below) Figure 56 Proceed with call dialog If a script is defined for the Telemarketing project and a scripted call should be made to the prospect, the first step of script opens for you. (as shown in the image) Fields Description: Speech: The speech is available to the telemarketer for guidance. Prospect Information: Prospect information box provides the name, prospect type, City and Country of the prospect available to the telemarketer. Prospect Response: The Expected responses for the script are made available to the telemarketer. Copyright © GrapeCity. 2009 Version 1.2 49
  50. 50. GrapeCity Telemarketing Add-On User Manual Further steps to script are run based on the type of script and the steps defined there in. Note: If the associated Sales script type is single, the telemarketer can choose only one response. But if the associated sales script type is multiline then the telemarketer can choose multiple options based on the answers provided by the prospect on the call. If the sales script step type is Action and the action is Assign To Do with ‘Generate Auto- mated Task for manager’ checked, and the Prospects Queue has defined a ‘Subject’ and ‘Telemarketing Manager’ for the automated task, then the action step should not appear in the script flow during the call. A Task should be generated automatically for the telemarket- ing Manager. The subsequent step mentioned as the Success Next Step for that action step should appear in the script flow. The Failure Next Step defined in such case does not hold relevance. If the ‘Generate Automated Task’ is not checked, the script should run in a normal flow. The record for that call would show a Assign To Do Task for that step. Figure 57 Scripted call screen 1 Copyright © GrapeCity. 2009 Version 1.2 50
  51. 51. GrapeCity Telemarketing Add-On User Manual Figure 58 Scripted call screen 2 Figure 59 Scripted call screen 3 Copyright © GrapeCity. 2009 Version 1.2 51
  52. 52. GrapeCity Telemarketing Add-On User Manual Step 6 Click the following Buttons on the Proceed a Call Entity bar to perform the action as mentioned below: Fields Description: Requeue Call: Click to include the prospect in the queue so that it can be called again. Reschedule Call: Click to reschedule the call for the later time specified by the prospect. Call is rescheduled and comes back in the queue, and the scheduled time for the prospect is converted based on the current telemarketer’s time zone. Also, the current user becomes the owner of the prospect, so that he alone can follow up on that prospect at the re-scheduled time. End Call: Click to end the call Create Opportunity: Click to create opportunity in MSCRM for the prospect Schedule Meeting: Click to schedule meeting with the prospect Convert Lead: If the Prospect Type is a Lead then click to convert the lead into opportunity in the MSCRM. Assign to Do: Click to create or assign a new task for the prospect Create Order: Click to create order for the prospect Schedule Call: Click to schedule a call for immediate Manager of logged in user. At the end of call, Summary record is created to store the details of call made and actions performed for the prospect. . If the user creates an Order/Opportunity/Task/Meeting/Phone Call during the call, he/she will be able to view the details of the associated Telemarketing Prospect and the Call from the record created. Please note: 1. If the user chooses to remove the prospect using “End Call”, the prospect will be consid- ered as a processed prospect, and will not appear in the list of My Due Prospects or as part of the Next prospect trail. However, the prospect will still appear in the queue even though no further calls can be made to the prospect. 2. Likewise, if the user makes a call and hangs up using the option “Number Not In Service”, system will consider that the prospect can not be called again and remove it from the list of Due Prospects as well as the Next Prospect trail. 3. An Order/Opportunity/Task/Meeting/Phone Calll will be associated with Telemarketing Call and Prospect; only if they are created during a call to the Telemarketer, otherwise, there would be no records associated Copyright © GrapeCity. 2009 Version 1.2 52
  53. 53. GrapeCity Telemarketing Add-On User Manual Figure 60 Scripted call summary screen You can check these details to keep informed about your representatives and their sales calls, and may indicate areas for improvement or reward. It may also help you refine your sales scripts so that they better anticipate your prospects’ responses. Copyright © GrapeCity. 2009 Version 1.2 53
  54. 54. GrapeCity Telemarketing Add-On User Manual 3. Reporting and Analysis Reporting Dashboard: A Reporting Dashboard has been introduced in this version of the GrapeCity Telemarket- ing Add-On. This dashboard uses visual graphs to provide a quick glance to the manage- ment regarding queue productivity, telemarketer workload, telemarketer performance in terms of orders, opportunities and lead conversion rates, geographical distribution of prospects by country and other key performance indicators for telemarketing projects. 3.1 Viewing Reporting Dashboard STEP 1: Click on the Telemarketing Tab in the MSCRM workspace STEP 2: Click on the Reporting Dashboard link displayed in the Telemarketing Navigation Pane (as shown in the image below). Figure 61 Reporting Dashboard Copyright © GrapeCity. 2009 Version 1.2 54
  55. 55. GrapeCity Telemarketing Add-On User Manual Following reports are displayed on the Reporting Dashboard: • Telemarketing Prospects By Geographical Locations • Telemarketer Load • Telemarketer Load For Project • Telemarketer Productivity By Day • Queue Productivity By Telemarketing Project • Telemarketer Performance From Active Queues “Telemarketing Prospects By Geographical Locations” Report The report enables the user to track the number and distribution of telemarketing prospects by geographical regions. The user can select a telemarketing project and a country, and view the number of telemarketing prospects in that project located in the distinct cities in that country. Figure 62 :Reporting Dashboard - Telemarketing Prospects By Geographical Location Copyright © GrapeCity. 2009 Version 1.2 55
  56. 56. GrapeCity Telemarketing Add-On User Manual “Telemarketer Load” Report This is a consolidated report providing information regarding the current workload of all tele- marketers from active processed queues in the system. Figure 63 :Reporting Dashboard - Telemarketer Load “Telemarketer Load for Project” Report The report displays the current workload of a specific telemarketer for all distinct processed queues in a telemarketing project selected by the user. Figure 64 :Reporting Dashboard - Telemarketer Load For Project Copyright © GrapeCity. 2009 Version 1.2 56
  57. 57. GrapeCity Telemarketing Add-On User Manual “Telemarketer Productivity By Day” Report The report will enable the user to track the number of calls made and time spent by all tele- marketers in a single day, in terms of the total number of hours worked and the number of hours spent on making phone calls during the day, total calls made by any telemarketer and average numbers of calls per hour for all active processed queues in the system to which a telemarketer is allocated. Figure 64 :Reporting Dashboard - Telemarketer Productivity By Day “Queue Productivity for Telemarketing Project” Report The report provides an aggregation of the outcome of all queues for distinct telemarketing projects in the system. It displays the percentage of orders and opportunities created from the calls made to queue prospects in any project and also the percent number of calls where there was a successful contact with the telemarketing prospect. Copyright © GrapeCity. 2009 Version 1.2 57
  58. 58. GrapeCity Telemarketing Add-On User Manual Figure 65 :Reporting Dashboard - Queue Productivity By Telemarketing Project “Telemarketer Performance from Active Queues” Report This report provides a summary of each telemarketer’s performance for calls made for the active queues, to which the telemarketer is assigned. The report enables the user to view the details of actions taken by different telemarketers in calls made to telemarketing pros- pects such as meetings scheduled, phone call activities and numbers of leads converted, and also evaluate the performance of different telemarketers in terms of opportunities created and orders generated. Figure 66 :Reporting Dashboard - Telemarketer Performance From Active Queues Copyright © GrapeCity. 2009 Version 1.2 58
  59. 59. GrapeCity Telemarketing Add-On User Manual Reports: A number of reports are available along with GrapeCity Telemarketing Add-On for Microsoft Dynamics CRM 4.0. Among other things, these reports help Telemarketing managers check the efficiency of Telemarketers and Queues. They also enable Telemarketing managers to manage Telemarketers and queues, and evaluate strategy for calling. 3.2 View Telemarketing Reports Step 1 Click on the Workplace Tab in the MSCRM workspace Step 2 Click on the Reports entity displayed in the Workplace Navigation Pane. (As shown in the attached image) Step 3 Select the category of administrative reports from the list of Views provided for reports. Figure 67 Telemarketing reports veiw Copyright © GrapeCity. 2009 Version 1.2 59
  60. 60. GrapeCity Telemarketing Add-On User Manual Following reports are included with the Telemarketing Add-On: 1. Queue Prospect by Telemarketing Project Report 2. Telemarketing Queue Profile Report 3. Telemarketing Prospect Profile by Queue Report 4. Queues by Priority Report 5. Queue by Project Report 6. Queue Productivity Report 7. Queue Productivity by Day Report 8. Telemarketer Performance by day from Active Queues Repo 9. Telemarketer Performance By Day from Inactive Queues Report Telemarketer Performance from active queues Report 10. Telemarketer Productivity by day from Active queues Report 11. Telemarketer Productivity by day from inactive queues Report 12. Telemarketer Productivity from Active queues Report 13. Telemarketer Load Report “Queue Prospect by Telemarketing Project” Report: This is a consolidated report enlisting the prospects grouped by queue for a Telemarketing Project, and providing details such as Prospect name and type, the contact number and the last action performed for the prospect. Figure 68 Queue Prospect by Telemarketing Project Report: Copyright © GrapeCity. 2009 Version 1.2 60
  61. 61. GrapeCity Telemarketing Add-On User Manual “Telemarketing Queue Profile” Report This is a consolidated report providing general information about a telemarketing queue such as its priority, status and associated sales script(if any), and also the call statistics and results from calls made for the queue prospects . The Call Statistics sections provides information regarding the total number of calls made and the hours spent in calling the prospects included in the queue, along with the average amount of time spent on each call and the average amount of time spent on converted calls, where a successful contact could be made with the customer. The Contacted Results section summariz- es how many calls were made where there was a contact with the customer, and the outcome (final action) for such calls. Likewise, the Reasons Not Contacted section summarizes how many calls were made for the queue where no contact could be made with the Telemarketing prospect and the reasons for the same. Figure 69 Telemarketing Queue Profile Report: Copyright © GrapeCity. 2009 Version 1.2 61
  62. 62. GrapeCity Telemarketing Add-On User Manual “Telemarketing Prospect Profile by Queue” Report This is a consolidated report giving information regarding all prospects in a queue. The report will display information for each prospect such as prospect type, phone number and create date, and details and results from the calls made to the prospect. Figure 70 Telemarketing Prospect Profile by Queue Report: Copyright © GrapeCity. 2009 Version 1.2 62
  63. 63. GrapeCity Telemarketing Add-On User Manual “Queues by Priority” Report This is a consolidated report giving information regarding all Queues grouped on their Pro- cessing Status and Priority. The report will display information for each Queue such as Queue name, Telemarketing Project, Processed and Unprocessed Prospects count and number of Telemarketers Assigned to the queue. Figure 71 Queues by Priority Report: “Queue by Project” Report This is a consolidated report giving information regarding all Queues grouped on their Process- ing Status and Projects. The report will display information for each Queue such as Queue name, Queue Priority, Processed and Unprocessed Prospect count and count of Assigned Telemarketers Figure 72 Queues by Project Report: Copyright © GrapeCity. 2009 Version 1.2 63
  64. 64. GrapeCity Telemarketing Add-On User Manual “Queue Productivity” Report The report provides a summarization of the productivity of all Processed Queues in the system in terms of number of calls made, the contacts per call, assigned telemarketers to the queue, outstanding prospects in the queue, orders and opportunities made per contact in the queue. Figure 73 Queues Productivity Report: “Queue Productivity by Day” Report The report provides a summarization of the productivity of all Processed Queues by day in the system in terms of number of calls made, the contacts per call, assigned telemarketers to the queue, outstanding prospects in the queue, orders and opportunities made per contact in the queue. Copyright © GrapeCity. 2009 Version 1.2 64
  65. 65. GrapeCity Telemarketing Add-On User Manual Figure 74 Queues Productivity by day Report: “Telemarketer Performance by day from Active Queues” Report This report provides a summary of each telemarketer’s daily performance for calls made for the active queues to which the telemarketer is assigned. It gives the performance of all the telemarketers who are assigned to the active queues and there is any call actions performed during the calls. Figure 75 Telemarketer Performance by day from Active Queues Report: Note: The number of leads converted signifies the number of times the telemarketer chose to click on the “Convert Lead” option during any calls made to a telemarketing prospect by him/her. Copyright © GrapeCity. 2009 Version 1.2 65
  66. 66. GrapeCity Telemarketing Add-On User Manual “Telemarketer Performance By Day from Inactive Queues” Report This report provides a summary of the telemarketer’s performance for calls made for the inactive queues to which the telemarketer has been assigned. . It gives the performance of all the telemarketers who are assigned to the inactive queues and there are any call actions performed during the call Figure 76 Telemarketer Performance By Day from Inactive Queues Report: “Telemarketer Performance from active queues” Report: The report provides a summary of the telemarketer’s overall performance for all calls made for the queues to which the telemarketer has been assigned. . It gives the performance of all the telemarketers who are assigned to the active queues and there were any call actions per- formed during the calls made. Figure 77 Telemarketer Performance from active Queues Report: Copyright © GrapeCity. 2009 Version 1.2 66
  67. 67. GrapeCity Telemarketing Add-On User Manual “Telemarketer Productivity by day from Active queues” Report The report provides a summarization of the productivity of all telemarketers in the system in terms of number of hours worked, the time spent on making phone calls during the day, num- ber of calls where there was a successful contact with the telemarketing prospect, and the percentage of orders and opportunities created from the calls made by the telemarketer during that day for the active queues in the system. It gives the productivity of all the telemarketers who are assigned to the active queues. Length Of Day(in hrs) defines the time period from the starting time of the first call by the telemarketer in the day to the end time of the last call made by the telemarketer during the day. Hours spent on calling define total hours for which the telemarketer was on phone during the day. Calls per Hour defines the Calls made by a Telemarketer during the day (Length of Day). Figure 78 Telemarketer Productivity by day from Active queues Report: “Telemarketer Productivity by day from inactive queues” Report This report provides a summarization of the productivity of all telemarketers in the system in terms of number of hours worked, the time spent on making phone calls during the day, number of calls where there was a successful contact with the telemarketing prospect, and the percentage of orders and opportunities created from the calls made by the telemarketer during a particular day for the inactive queues in the system. It gives the productivity of all the telemarketers who are assigned to the inactive queues. Length Of Day(in hrs) defines the time period from the starting time of the first call by the tele- marketer in the day to the end time of the last call made by the telemarketer during the day. Hours spent on calling defines total hours for which the telemarketer was on phone during the day. Calls per Hour defines the Calls made by a Telemarketer during the day (Length of Day). Copyright © GrapeCity. 2009 Version 1.2 67
  68. 68. GrapeCity Telemarketing Add-On User Manual Figure 79 Telemarketer Productivity by day from inactive queues Report: “Telemarketer Productivity from Active queues” Report This report provides a summarization of the productivity of all telemarketers in the system in terms of number of hours worked, the time spent on making phone calls during the day, number of calls where there was a successful contact with the telemarketing prospect, and the percentage of orders and opportunities created from the calls made by the telemarketer for the active queues in the system. It gives the productivity of all the telemarketers who are assigned to the active queues and have made at least one contacted call Figure 80 Telemarketer Productivity from active queues Report: Copyright © GrapeCity. 2009 Version 1.2 68
  69. 69. GrapeCity Telemarketing Add-On User Manual “Telemarketer Load” Report This is a consolidated report providing information regarding the current workload of a tele¬marketer from all queues in the system which have their status defined as “Processed” and to which the telemarketer has been assigned, and also his projected load from all queues that still have an “Unprocessed” status and are not yet available for calling to the users. Figure 81 Telemarketer Load Report: Copyright © GrapeCity. 2009 Version 1.2 69

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