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Creating Call Guides for Phone Offers

A call guide is a read-only note field visible to call center agents as they launch campaigns. The information in the Call Guide field is useful to agents as they prepare for inbound and outbound telephone calls and when they talk to clients. You create the call guide in the Offers screen.

The Call Guide field is intended to display more detailed information about the campaign, answer common questions, and provide offer options. The following example shows what a Call Guide field might contain:

Through the end of December, we are offering a special bonus to our current customers upgrading a Basic service agreement to Premium. For $149, we will upgrade your service package as well as provide a coupon book worth $1,000 toward the purchase of our Signature brand of products.

If the customer agrees, the call center agent can click the Script button and start the call script.

NOTE:  A call script is written using Siebel SmartScript. You associate a script with a campaign at the campaign plan level. For more information, see Creating a Campaign and Using SmartScripts. For information about creating smartscripts, see Siebel SmartScript Administration Guide.

To create a call guide

  1. From the application-level menu, choose View > Site Map > Offers > Phone Offers.
  2. In the Phone Offers list, select the phone offer and click the Call Guide view tab.
  3. In the Call Guide text field, type the information you wish to use for the phone offer.

 Siebel Marketing Guide, Version 7.5, Rev. A 
 Published: 18 April 2003