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Customer Calls and the Contacts Screen
Contacts are individuals with whom a company does business or expects to do business in the future. The Contacts screen is one of the primary places where agents work when receiving inbound customer calls, particularly for businesses that serve individual consumers. Businesses that serve other businesses may prefer to work in the Accounts screen when receiving inbound customer calls.
These tasks can be performed using the Contacts screen:
- Verifying that a contact is an existing customer
- Creating and maintaining contact profiles
- Recording or viewing information about relationships between individual contacts
- Recording or viewing information about relationships between contacts and accounts
- Recording or viewing information about the relationship between your organization and an individual contact
- Creating activities associated with a contact
- Looking up previous activity or service history for a contact
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Siebel Call Center User Guide Published: 18 April 2003 |