Using PeopleSoft Telemarketing

This chapter provides an overview of PeopleSoft Telemarketing and discusses how to:

Manage telemarketing.
Process prospects and responses.

Understanding PeopleSoft Telemarketing

Compared to broadcast, print, or direct mail campaign channels, telemarketing offers the advantage of trained agents talking person-to-person with prospects. Agents can present more information through telemarketing than through other media, as well as answer prospect questions. Additionally, the telemarketing agent can ask for and complete a sale.

PeopleSoft Telemarketing provides powerful tools for both telemarketing managers and agents, plus seamless integration to PeopleSoft Sales and PeopleSoft Order Capture.

PeopleSoft Telemarketing enables telemarketing managers to view details about telemarketing campaign activities and telemarketing agents or teams. Managers can assign individual agents or complete teams to campaigns. By setting up automatic callback rules, managers can define how many times each prospect is available to callers and how often the prospect name appears in the caller queue.

PeopleSoft Telemarketing enables telemarketing agents to access call prospects, activate scripts, and record call results within one component. Activity, offer, and product information is available on convenient tabs, and 360-Degree View functionality provides agents with access to all stored information about the customer.

In addition to facilitating the telemarketing contact, PeopleSoft Telemarketing provides three options for closing the sale. For product offers that can be closed with one phone call, you can transfer prospects who want to place an order to an order capture agent, or the telemarketing agent can capture the order personally. For more complicated products that rely on the telemarketing call to qualify with a follow-up sales call, PeopleSoft Telemarketing can be configured to automatically transfer qualified prospects to the PeopleSoft Sales application. Each of these options depend on the integration method selected as part of the activity definition.

Warning! To ensure that all telemarketing prospects have a telephone number, include it as part of the audience selection criteria.

Managing Telemarketing

This section discusses how to:

View executing telemarketing campaign activities.
Link an agent to a campaign activity.
Link a team to a campaign activity.
Edit the campaign audience.
View all teams under a setID.
Link a campaign activity to a telemarketing team.
Define rules for automatic callback.

Pages Used to Manage Telemarketing

Page Name	Object Name	Navigation	Usage
Assign By Campaign	RT_MGR_CMPGN_SMRY	Telemarketing, Manage Telemarketers, Assign by Campaign	View executing telemarketing campaign activities under a business unit.
Assign by Campaign - Assign Agents to Campaign	RT_MGR_CMP_AGT_SEL	Telemarketing, Manage Telemarketers, Assign by Campaign Click the Assign Agent button on the Assign by Campaign page.	Link individual agents to a campaign activity and establish schedules.
Assign by Campaign - Assign Resources to Campaign	RT_MGR_CMPGN_DTL	Telemarketing, Manage Telemarketers, Assign by Campaign Click the Assign Team button on the Assign By Campaign page.	Link a team to a campaign activity.
Manage Telemarketing - Edit Campaign Audience	RT_MGR_CMPGN_LIST	Telemarketing, Manage Telemarketers, Assign by Campaign Click the Assign Team button on the Assign By Campaign page. Click the Edit Campaign Audience button on the Assign Resources to Campaign page.	Remove prospects from a campaign audience.
Assign By Team	RT_MGR_TEAM_SMRY	Telemarketing, Manage Telemarketers, Assign by Team/Agent	View all teams assigned to campaigns under a setID.
Assign by Team - Assign Campaigns To Team	RT_MGR_TEAM_DTL	Telemarketing, Manage Telemarketers, Assign by Team/Agent Click a team name link on the Assign by Team page.	Link a campaign activity to a telemarketing team.
Call Back Times	RT_OM_CALLBACKS	Telemarketing, Manage Telemarketers, Call Back Times	Define rules for automatic callback for telemarketing campaigns and activities.
Set Acceptable Times	RT_ACCEPTTIMES	Telemarketing, Manage Telemarketers, Set Acceptable Times	Define rules for acceptable calling times.

Viewing Executing Telemarketing Campaign Activities

Access the Assign By Campaign page.

The page displays all executing campaign activities successfully pushed from PeopleSoft Marketing. Click a campaign activity name to access the Marketing Programs - Activity page.

Note. In order for the telemarketing manager role to determine the best person to assign the campaign, that role has been granted read-only capabilities to learn more about the campaign. If the telemarketing manager will be making updates, he or she must be added as a team member or owner.

	Click the Assign Agent button to access the Assign Agents to Campaign page and assign individual agents to campaigns.
	Click the Assign Team button to access the Assign Resources to Campaign page and assign telemarketing teams to campaigns.

Note. Agents who are assigned to a campaign activity as part of a team are simultaneously assigned as an individual agent if viewed via the Assign Agent button. This functionality is also useful for assigning a full team plus additional agents, or for assigning a full team and then removing a few people.

Linking an Agent to a Campaign Activity

Access the Assign by Campaign - Assign Agents to Campaign page.

View summary information about available agents and select agents for assignment to the campaign.

	Click the Campaign Activity button to access the Marketing Programs - Activities page to view details about the campaign activity.
	Click the Edit Campaign Audience button to access the Edit Campaign Audience page and filter the list display and remove prospects from the target audience.

View Campaign Call Results

This group box displays the current status of telemarketing calls for the selected campaign activity.

Assign Resources

This scroll area displays all telemarketing agents with their current assignments and the status of their calls.

Select	Select the check box beside an agent name to assign the agent to the new campaign activity. Assigning an agent makes call prospects available to the agent.
Select All	Click to assign all agents to the campaign activity.
Clear All	Click to remove all agents from the campaign activity.
Schedule Assignments	Click to change the display of the Assign Resources scroll area. The new display enables you to establish specific work schedules for individual agents. Only selected agents are displayed and eligible for scheduling. By establishing a work schedule for agents, you control when they can work prospects by assigning start and end dates and times. Agents with assigned schedules only have access to prospects during their assigned dates and times. All assigned dates and times are validated by the system to fit within the overall parameters of the campaign activity. When you establish a schedule for an agent originally assigned to the campaign as part of a team, the system changes the assignment status to Assigned by Agent. Assignment schedules are not effective until you click the Schedule Assignments button again or click the Save button.
View All Agents	Click to return the page display to the default view, which lists all agents.

Linking a Team to a Campaign Activity

Access the Assign by Campaign - Assign Resources to Campaign page.

View summary information about telemarketing teams and select teams for assignment to the campaign.

	Click the Campaign Activity button to access the Marketing Programs - Activities page.
	Click the Edit Campaign Audience button to access the Edit Campaign Audience page and filter the audience display and remove prospects.

View Campaign Call Results

This group box displays the current status of telemarketing calls for the selected campaign activity.

Assign Resources

This scroll area displays all marketing teams with their current assignments and the status of their calls.

Select	Select the check box beside a team name to assign the team to the campaign activity. Assigning a team makes call prospects available to team members.
Select All	Click to assign all teams to the campaign activity.
Clear All	Click to clear all selections.

Editing the Campaign Audience

Access the Manage Telemarketing - Edit Campaign Audience page.

Remove prospects from the calling list.

Prospects

Select	Select the check box beside a prospect name to identify the record for removal from the list.
Select All	Click to select all prospects for removal from the calling list.
Clear All	Click to clear all selected records.
Remove from List	Click to remove all selected records from the list.

Filter

Use the Filter region to limit the display of prospects. Enter a filter value in one or more of the available fields and click the Filter button.

View All Teams Under a SetID

Access the Assign By Team/Agent page.

View summary information about all available telemarketing teams.

Team Name

Click to access the Assign Campaign to Team page and link a campaign activity to the team.

Linking a Campaign Activity to a Telemarketing Team

Access the Assign Campaigns To Team page.

The Assign Campaigns region displays all current campaign activities, the priority, teams currently assigned to the activity, and calls remaining.

Select	Select the check box beside a campaign activity to assign a campaign team.
Select All	Click to assign the team to all campaign activities.
Clear All	Click to remove the team from all campaign activities.

Defining Rules for Automatic Callback

Access the Set Call Back Times page.

Automatic callback rules define when and how often prospects return to the caller queue. Tailor callback rules by any combination of business unit, campaign, or activity.

Business Unit	Select the campaign's business unit.
Campaign	Select the campaign for which you want to define callback times.
Activity	Select the activity for which you want to define callback times. You can define different callback rules for each activity within a campaign.
Number Callbacks Allowed	Specify the number of callbacks allowed for this campaign and activity. Enter zero to allow no callbacks. Enter 99 to allow unlimited callbacks.
Add Number of Days	Specify the number of days until the prospect is available for a callback. Leave the field blank if the callback is to be within the same day.
Add Number of Hours	Specify the number of hours until the prospect is available for a callback. Leave the field blank to make the callback at the same time of day. You can only add hours in full hour increments. You can use Add Number of Days and Add Number of Hours together. For example, to call the prospect the next day, but one hour later, enter 1 in the Add Number of Days field and 1 in the Add Number of Hours field.

Defining Acceptable Times

Access the Set Acceptable Times page.

Use this page to specify times when it is acceptable for telemarketers to call for the specified campaign and activity.

Day of the Week	Select the day of the week when calls are acceptable, or select All if all days are allowed.
Start Time, End Time	Specify the hours between which calls are acceptable. Time values should include “AM” or “PM” (for example, 6:00 PM) or be given in 24-hour format (for example, 6:30 PM is 18:30).
Add Acceptable Time	Click to add the current information and insert a blank row below the current one.

Processing Prospects and Responses

This section discusses how to:

View executing telemarketing campaigns.
Contact prospects.
Enter responses received through channels other than telemarketing.

Pages Used to Process Prospects and Responses

Page Name	Object Name	Navigation	Usage
Telemarketing	RT_AGT_CMPGN_SMRY	Telemarketing, Call Prospects	View current telemarketing campaigns.
Call Prospects	RT_AGT_CALL_PRSPT	Telemarketing, Call Prospects Click the Campaign Activity link on the Telemarketing page. Telemarketing, Record Responses Click the Prospect link on the Find An Existing Prospect page.	Enter responses to marketing contacts.
Activity Details	RT_AGT_CMPGN_DTL	Telemarketing, Call Prospects, Activity Details	Telemarketing agents can view general information about a telemarketing campaign activity, including the products offered and offer details.
Product Info (product information)	RT_AGT_PROD_INFO	Telemarketing, Call Prospects, Product Info	Telemarketing agents can view detailed information about the offered product.
Record Prospect Responses	RT_AGT_CMPGN_SMRY	Telemarketing, Record Prospect Responses	Record responses received outside of a direct contact (for example, from a response card).

Viewing Executing Telemarketing Campaigns

Access the Telemarketing page.

Click a campaign activity name to access the Call Prospects page.

Contacting Prospects

Access the Call Prospect page.

Note. As agents prepare to make the first contact of a new campaign, they should refer to the Activity Details and Products pages to familiarize themselves with the offer and product before placing a call.

The Call Prospect header area displays the activity and offer names, total list count, and the number of calls remaining. Check to confirm that this is the correct activity and offer.

Assign the First Prospect

As agents enter the Call Prospect page for the first time, the Assign the First Prospect button appears. Click the button to populate information about the first prospect in the call list.

Prospect Information

The Prospect Information group box displays the name, the address, the company name (if the prospect is a company contact), and the prospect's telephone number. The Call History scroll area displays information related to previous calls for the displayed activity.

Note. The actual fields and buttons displayed depend on the integration method selected on the Campaign - Activities page.

Dial Prospect	Click to automatically dial the prospect. Note. The Dial Prospect button only works when a CTI (computer telephony interface) system is in use.
Launch Script	Click to launch the script linked to this campaign activity.
Order Now	Click to access the PeopleSoft Order Capture Entry Form page and enter order details. This button only appears when the integration method selected on the Campaign - Activities detail page is set to Order Capture Direct when the activity is pushed from PeopleSoft Marketing to PeopleSoft Telemarketing.
Send to Order Capture Agent	Click to transfer gathered information to an order capture agent. This inserts a worklist item and sends notification to order capture agents using workflow processing. The telemarketing contact is completed, and the order capture agent completes the order. This button only appears when the integration method selected on the Campaign - Activities detail page is set to Order Capture Indirect when the activity is pushed from PeopleSoft Marketing to PeopleSoft Telemarketing.
Script Name	Displays the name of the script used for the telemarketing call.
Score	Displays the score achieved by the prospect's answers to script questions. This field only appears when the integration method selected on the Campaign - Activities detail page is set to Sales Leads when the activity is pushed from PeopleSoft Marketing to PeopleSoft Telemarketing.
Lead Rating	The value of this field is automatically determined based on the score of the prospect's response to the script questions. You can override the value. Lead Rating values are defined in the PeopleSoft Sales application setup. The values Cold, Hot, and Warm are delivered with the system. This field only appears when the integration method selected on the Campaign - Activities detail page is set to Sales Leads when the activity is pushed from PeopleSoft Marketing to PeopleSoft Telemarketing.
Rating Category	The value of this field is automatically determined based on the score of the prospect's response to the script questions. You can override the value. Values are Qualified and Unqualified. This field only appears when the integration method selected on the Campaign - Activities detail page is set to Sales Leads when the activity is pushed from PeopleSoft Marketing to PeopleSoft Telemarketing.

Call Outcome

Use options in the Call Outcome group box to record results of this call.

Call Back Date	Select to specify a particular time to call back. Enter the date and time. Note. Enter a callback date and time only when requested by the contact. Otherwise, the automatic callback rules return the contact to the caller queue according to the defined rule.
No Contact	Select to indicate that the call has not been completed to the named contact. Select a reason from the available options. Values are: No Response, Not Available, and Wrong Number.Selecting No Response results in the call being placed back in the call queue.
Close	Select to indicate that the call has been completed. Select a reason from the available options. Values displayed depend on the integration method selected for the activity and include Do Not Call Again, Generate Lead, Not Interested, Pass to Order Capture, Sale, Send Email, and Send Mail. Note. Selecting Do Not Call Again places a flag on the prospect's record in the Business Contact table, to prevent future contact through any marketing channel.
Disposition	Select a disposition reason from the available options. Disposition reasons are user-defined under the Telemarketing Set Up menu.

Collateral Details

Use the Collateral Details scroll area to enter collateral materials requested by the call prospect.

Note. A request for collateral completes a call. You cannot send collateral and assign a callback.

Description	Select one of the available collateral items.
Request Date	Enter the date that the fulfillment product is requested. This is typically the day that the call is closed.
Fulfillment History Status	Enter the status of the product fulfillment. Values are: Back Order, Cancelled, Partial, Requested (default value), and Shipped.
Quantity	Enter the fulfillment product quantity requested. The default value is 1.0000.

Notes

The Notes group box displays any notes that have been attached to the campaign activity.

Entering Responses Received Through Channels Other Than Telemarketing

Access the Record Prospect Responses page.

To consolidate responses from campaign activities utilizing channels other than telemarketing, PeopleSoft Telemarketing enables agents to record responses without actually contacting the prospect by telephone. For example, a campaign might employ both telemarketing and direct mail activities. Responses from the direct mail activity are entered into the system manually using the Record Responses component.

Click an activity name to display the Find an existing Prospect search page, which displays a list of prospects associated with that activity (the page displays new prospects only, not assigned and callback prospects). Selecting a prospect name will take you to the Call Prospect page, where you can enter the necessary information (for example, you can execute a script and enter the answers that the prospect has filled out on the response card).

See Contacting Prospects.