|Oracle® CRM On Demand Marketing
Call center agents want to know all the details about previous prospect interactions so that they can prepare for and engage in an informed, relevant conversation with a prospect. Each prospect that is added to a call center queue and delivered to the call center for followup and qualification brings with it all the detail accumulated in the contact record for that prospect in the Oracle CRM On Demand Marketing Contact database.
By reviewing each section on the Prospect Details screen, call center agents can access the following information:
Telemarketing activity that has taken place to date for the most recent response by the prospect.
All known attributes for the demographic and insight information in Oracle CRM On Demand.
The most recent campaign and program to which the prospect has responded, as well as all prior campaign activity.
Any Web site activity in which the prospect has engaged.
Agents can also review each campaign activity in detail by clicking the arrow to the left of each activity row. If a prospect passes through the call center more than once because of multiple responses, her status can be determined by opening each recent campaign activity.
If an agent wants to learn if a prospect is already in the telemarketing workflow before contacting the prospect regarding a recent response to a marketing campaign, you can review the Prospect Details screen. You can also open the campaign activity history to see if there are multiple responses to multiple campaigns within a short time.
The status shown for the prospect in each campaign alerts a call center agent if attempts have been made to contact the prospect, or if an agent is currently in conversation with a prospect, or has qualified or disqualified the prospect.