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The First Contact Module provides call center representatives with general and topical scripts for communicating effectively with clients. While using the scripts to determine client needs, the call center rep is provided with a series of questions pertaining to the client throughout the call.
All call center rep activity is captured in the database. This includes product pages viewed during a call, time spent on each page, and the questions answered on the page. It provides a wealth of marketing information. For callers who become clients, this presents the ready ability to perform analysis on the responses compared to the outcome of the client.
| Feature |
Benefit |
| Customizable Call Center Scripts |
Provides for a consistent message to callers (prospective clients) and can be modified as needed to refine the message or spotlight new services |
| Survey and Marketing Questions |
Collects vital marketing information as call center reps determine needs of the prospective client |
| Seminar/Event Tracking |
Increases client exposure and provides a consistent means to manage attendee lists and eliminates over-booked seminars |
| Referral List |
Enables call center reps to accurately refer outside organizations and tracks referral volume |
| Literature List |
Enables call center reps to select applicable literature and generates mailing list for shipping
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