PeopleSoft Enterprise CRM 9.1 Marketing Applications PeopleBook

Using PeopleSoft TeleSales

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

Manage telesales.
Process prospects and responses.

Understanding PeopleSoft TeleSales

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

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

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

PeopleSoft TeleSales enables telesales 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 telesales contact, PeopleSoft TeleSales 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 telesales agent can capture the order personally. For more complicated products that rely on the telesales call to qualify with a follow-up sales call, PeopleSoft TeleSales 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 telesales prospects have a telephone number, include it as part of the audience selection criteria.

Managing TeleSales

This section discusses how to:

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

Pages Used to Manage TeleSales

Page Name	Definition Name	Navigation	Usage
Assign By Campaign	RT_MGR_CMPGN_SMRY	TeleSales, Manage TeleSales Agents, Assign by Campaign	View executing telesales campaign activities under a business unit.
Assign by Campaign - Assign Agents to Campaign	RT_MGR_CMP_AGT_SEL	TeleSales, Manage TeleSales Agents, 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	TeleSales, Manage TeleSales Agents, Assign by Campaign Click the Assign Team button on the Assign By Campaign page.	Link a team to a campaign activity.
Manage TeleSales - Edit Campaign Audience	RT_MGR_CMPGN_LIST	TeleSales, Manage TeleSales Agents, 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. Also allows the TeleSales Manager to see the status of all non-closed prospects on a specific activity, as well as seeing to whom a prospect is currently assigned
Assign By Team	RT_MGR_TEAM_SMRY	TeleSales, Manage TeleSales Agents, Assign by Team/Agent	View all teams assigned to campaigns under a setID.
Assign by Team - Assign Campaigns To Team	RT_MGR_TEAM_DTL	TeleSales, Manage TeleSales Agents, Assign by Team/Agent Click a team name link on the Assign by Team page.	Link a campaign activity to a telesales team.
Call Back Times	RT_OM_CALLBACKS	TeleSales, Manage TeleSales Agents, Call Back Times	Define rules for automatic callback for telesales campaigns and activities.
Set Acceptable Times	RT_ACCEPTTIMES	TeleSales, Manage TeleSales Agents, Set Acceptable Times	Define rules for acceptable calling times.

Viewing Executing TeleSales Campaign Activities

Access the Assign By Campaign page (TeleSales, Manage TeleSales Agents, Assign by Campaign).

The page displays all executing campaign activities successfully pushed from PeopleSoft Marketing. Click a campaign activity name to access the Marketing Programs - Activity page. You can search by Business Unit, Campaign Name, Activity Name, priority, start date, and end date in any combination. Business Unit is a required field when searching.

Note. In order for the telesales 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 telesales 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 telesales 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.

Assigning an Agent to a Campaign Activity

Access the Assign by Campaign - Assign Agents to Campaign page (TeleSales, Manage TeleSales Agents, Assign by Campaign, click the Assign Agent icon).

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

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

View Campaign Call Results

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

Assign Resources

This scroll area displays all telesales 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 those agents assigned to the specific activity are displayed and eligible for scheduling. By establishing a work schedule for agents, you control the date and time when an agent can work a specific activity. 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.

Assigning a Team to a Campaign Activity

Access the Assign by Campaign - Assign Resources to Campaign page (TeleSales, Manage TeleSales Agents, Assign by Campaign, click the Assign Team icon).

View summary information about telesales 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, filter the audience display and remove prospects.

View Campaign Call Results

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

The Not Attempted value is calculated by taking the number of calls in the list and subtracting both the completed calls and callbacks that were attempted with no response. Multiple callbacks with no response to the same person are counted as only one call for the purposes of this calculation.

The Call Back value is the number of calls that ended in a result of Call Back or No Contact (it is not the number of prospects currently awaiting a callback).

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 TeleSales - Edit Campaign Audience page (click the Assign Agent or Assign Team icon on the Assign by Campaign page, then click the Campaign Audience Details icon on the Assign By Campaign 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 Audience	Click to remove all selected records from the audience.

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 (TeleSales, Manage TeleSales Agents, Assign by Team/Agent).

View summary information about all available telesales teams. You can search by SetID, Team Name, or Status in any combination. SetID is a required field when searching.

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 TeleSales Team

Access the Assign Campaigns To Team page (click a team name link on the Assign by 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 (TeleSales, Manage TeleSales Agents, Set Call Back Times).

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—you can define them per business unit, or narrow them down to specific business units, campaigns, and activities.

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 (TeleSales, Manage TeleSales Agents, Set Acceptable Times).

Use this page to specify times when it is acceptable for telesales agents to call for the specified campaign and activity. Setting acceptable times is activity specific.

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 telesales campaigns.
Contact prospects.
Enter responses received through channels other than telesales.

Pages Used to Process Prospects and Responses

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

Viewing Executing TeleSales Campaigns

Access the TeleSales page (TeleSales, Call Prospects).

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.

Call History	Displays a record of attempted calls to the prospect. Note. This grid is not displayed in the screen shot.
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. The script will launch in a new window.
Refresh Script Results	After the script has processed, click this button to refresh script results (if any) on this page.
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 TeleSales.
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 telesales 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 TeleSales.
Script Name	Displays the name of the script used for the telesales 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 TeleSales.
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 TeleSales.
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 TeleSales.

Prospect Profile Information

This section displays profile information about the prospect. The information displayed in this section is set up in the profile group, and then the new profile group can be associated to TeleSales prospect and can be displayed on any or all activities. After prospects are called, the database is populated with the results and a meaningful audience can be generated based on the criteria in the new profiles. When building an audience, users select criteria to cull the targeted people from the database. Profiles are used as audience criteria.

Call Outcome

Use options in the Call Outcome group box to record results of this call. You must specify a call outcome.

Call Back Date	Select to specify a particular time to call back. Enter the date and time.
Phone	Enter a callback phone number for the prospect. This can be the same as the original phone number used for the prospect, but does not have to be. If no callback phone number is specified, the original phone number is used.
Type	The phone type being called (for example, Business).
Code	The country code associated with the specified phone number.
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 TeleSales 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 prospect.

Using Offer Presentment with TeleSales

If offer presentment as been enabled for TeleSales, active offers will pop up automatically on the agent's screen. Additionally, a spinning dollar sign icon will appear in the toolbar. Agents can click on this icon to retrieve any passive offers that are recommended by the third-party optimization engine. You can configure the maximum number of offers that will be presented on the pop-up page. Refer to the Offers documentation for more information about offers and how they are handled.

The Call Outcome section on the Call Prospect page tracks the disposition of the call and customer's response to the specific offer associated with the campaign activity. Note that the outcome of offer recommendations from the third-party optimization engine have no bearing on the outcome of the offer on the activity assigned to that prospect. In other words, if the prospect accepts an offer from the third-party optimization engine and an order is generated, when the agent returns to the Call Prospect page the agent still needs to present the offer that was associated to the campaign activity and then record the customer's response to this particular offer before being able to close out this call and move on to the next prospect on the list.

Prospects' responses to offers can be viewed in the Offer History node in the 360 Degree View

Offer presentment can be enabled within TeleSales by designing and activating an AAF policy using the Display Offer Alert action. The trigger point defined on the policy determines when the offer recommendations are presented by the third-party optimization engine. The following new trigger points have been identified:

Name	Description/Usage
Assign New Prospect	Trigger an action when the Assign New Prospect button is clicked.
Save and Assign Next Prospect	Trigger an action when the Save and Assign Next Prospect button is clicked.
When Telemarketing is Presented	Trigger an action when the Telemarketing (TeleSales) component is loaded
When Offer Icon is Clicked in Telemarketing	Trigger an action when the Offer icon in the Telemarketing (TeleSales) toolbar is clicked.

The following policies should be set up to enable offer presentment:

Policy	Trigger Points	Action to be Executed	Policy Conditions
Create a policy for each trigger point to demonstrate Active Offer presentation	When Telemarketing is Presented Assign New Prospect Save and Assign Next Prospect	Display Offer Alerts: configure this action to present maximum number of offers = 5 and elect to display offer scores.	Use term of current date and set to less than or equal to the chosen end date for this policy.
Create a policy for each trigger point to display the spinning dollar icon on the TeleSales toolbar.	When Telemarketing is Presented Assign New Prospect	Display Offer Icon	Use term of current date and set to less than or equal to the chosen end date for this policy.
Create a policy to retrieve passive offer recommendations when spinning dollar icon is clicked.	When Offer Icon is Clicked in Telemarketing	Display Offer Alerts: configure this action to present maximum number of offers = 5 and elect to display offer scores.	Use term of current date and set to less than or equal to the chosen end date for this policy.

See Using Offers.

Entering Responses Received Through Channels Other Than TeleSales

Access the Record Prospect Responses page (TeleSales, Record Prospect Responses).

To consolidate responses from campaign activities utilizing channels other than telesales, PeopleSoft TeleSales enables agents to record responses without actually contacting the prospect by telephone. For example, a campaign might employ both telesales 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).

Note. Prospect names with callback times that are still in the future are not linked.

See Contacting Prospects.