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First Contact
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Home > Product > Components > First Contact

First contact is a call center module that provides call center representatives with general and topical scripts to read to the client.  During the course of reading the scripts and determining the client's needs, the call center rep is presented with a series of questions which pertain to the client at various points in the call.

All of the call center rep activity is captured in the database. This includes the product pages viewed during the call, time on page, and the questions answered on the page. This provides a wealth of marketing information. For callers that become clients, this provides the ability to perform analysis on the responses as compared to the outcome of the client.

Features and Benefits

Feature

Benefit

Customizable Call Center Scripts Provides for a consistent message to callers (potential clients). Can be modified as needed to refine the message or present a new service.
Survey and Marketing Questions Allows for vital marketing information to be collected as call center reps determine the needs of the prospective client.
Automatic Activity Tracking Enables management to determine the products and services that most interest the prospective client. Time-On-Page tracking helps to identify bottlenecks in the call process.
Seminar/Event Tracking Increases client exposure. Provides a consistent means to manage attendee lists. And eliminate over booked seminars.
Referral List Enables Call Center Reps to accurately refer outside organizations. Tracks referral volume.
Literature list Enables Call Center Reps to select appropriate literature and generates mailing list for shipping