Call Center CRM Management 2004
Call Center CRM Management 2004 [InSeason
InSeason resorts was a timeshare resort company. They made thousands of
calls each week, most from paper “leads”. The project: create a way to load,
cycle and status these phone calls every shift.
The project in theory was really simple - deliver a phone number to the
screen with a way to status the call and give the next lead.
There were lots of business rules for what the telemarketers could see, change,
and how long they could sit staring at the phone number before dialing it. Oh,
and it had to work for 120 phones in 5 locations.
The basic set up was a database of sales leads with all the contact information.
Sales management would create a campaign and pick a segment of leads in the
system. The group would be delivered on a first come, first served basis to the
call team. The managers could set the leads to show, or not show, address
information with a meta data