About the Telemarketing Workflow

Agents in Oracle CRM On Demand Marketing can perform the following activities:

• Select assigned leads to work on.

• Log call attempts and whether the attempt was successful.

• Capture additional information gathered about the prospect by completing a call script Web form.

• Note relevant comments for followup activities.

• Schedule future, followup activities.

• Change the prospect status.

• Qualify or disqualify the prospect.

• Record the disqualification reasons that can be used in future list segmentation.

• Move the prospect to another queue if the prospect was initially assigned incorrectly. The agent must have permission assigned in her user role.

• Transfer the prospect record by moving it to a queue that delivers leads to Sales or a queue that delivers leads to Oracle CRM On Demand.

Searching in Call Center

Agents use the search feature in call center to find a queue or to look for a prospect using the following criteria:

• Search by Queue Name

• Program name to which a prospect responded

• Company name

• First Name

• Last Name

• Job Title

• Response Date

To search for queues and prospects

1. Click Activities, then click Call Center.

2. Enter a character string or keyword in one of the search fields.

3. Press Enter.

4. (Optional) To search by response date or last contacted date, do the following:

   1. Click the Calendar icon.

   2. To select a date range, click the Calendar icon to specify dates for the From and To fields, or, enter a number of days in the Within Last Days field.

   3. Click OK.

To display the telemarketing agent workflow

1. From the Open or Pending Followup screen, select the required prospect.

   The Prospect screen appears.

2. Choose an option to proceed:

   • Call Prospect

   • Qualify, Disqualify

   • Change Queue