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Thursday, April 18, 2013

A Sample Questionnaire for TeleSales Module

Posted by at 1:10 AM Read our previous post
A sample questionnaire for the Telesales Module to understand the AS-IS process of the Client.


Category
Process Analysis Questions
1
Source System
Mention the source systems existing at present to carry out the telesales activities
2
Source System
Where is the repository of telesales information stored and whether integrated?
3
Source System
If there is no repository, how they are all tracked at present?
4
Sales Org
What are the telesales groups existing at present?
5
Sales Org
In which system the telesales reporting hierarchies defined currently? (For example, is it available in HRMS application?)
6
Sales Org
What is the size of telesales team?
7
Sales Org
Whether any approval hierarchy exists in the telesales function?
8
Sales Org
Whether is there any separate calendar applicable for telesales? (For example telesales should be available 24X7 all days)
9
Sales Org
If separate calendar, the calendar details might be required during implementation
10
Sales Org
What are the roles of telesales group?
11
Sales Org
Whether there is any team available other than the groups mentioned above? If so, where is the information collected?
12
Sales Cycle
How are the customers classified?
13
Sales Cycle
How are the customers targeted?
14
Sales Cycle
Whether multiple interactions happen in one call? If so, how all of them are tracked?
15
Sales Cycle
Whether any forecast mechanism currently exist to list product wise sales opportunities?
16
Sales Cycle
What is the entry point for sales personnel to carry out the sales activity?
17
Sales Cycle
What are the various types of Sales Channel? (Direct, Web, Advertisement, etc)
18
Sales Cycle
What is the entry point, to start a lead?
19
Sales Cycle
Time frame until lead is active (1/2/3 months)
20
Sales Cycle
What is the metrics currently available to track lead?
21
Sales Cycle
What is the probability for a status to become a win opportunity?
22
Sales Cycle
Time frame for opportunity logs
23
Sales Cycle
What is the rating by which a customer is qualified as prospective?
24
Sales Cycle
How does the call center agent identify duplicate customer record?
25
Sales Cycle
Upon identification of duplicate customer record, whether the same information shared/stored anywhere in any system?
26
Sales Cycle
Whether any mechanism currently available to identify duplicate requisition (opportunity) for a same customer?
27
UWQ
How are the calls assigned to call center agents at present?
28
UWQ
Mention the key customer information that is needed to be displayed in the Sales agents desktop?
29
UWQ
How does the call agent have visibility of customer information? (For example on the account balance, card personal details, etc)
30
UWQ
Where does the call agent have visibility on the up-sell and cross-sell products information?
31
UWQ
Where is the delinquency information maintained?
32
UWQ
How the KYC system is linked to telesales system?
33
UWQ
Where do the call center agents access the DND registry?
34
UWQ
How does the call center agent task assignment happen?
35
UWQ
What is the average time taken for a call interaction?
36
UWQ
How does the call center agent send information to field sales personnel? (E-mail, Direct, Phone, etc)
37
UWQ
Where are call interaction notes stored and shared?
38
UWQ
How does the Absent Management handled at present?
39
UWQ
How does the call transfer between agents happen at present
40
Security
Whether any data access security is in place now?
41
Security
If data security is in place, how are they categorized? (For example, sales lead closure information is accessible only for certain users)
42
Others
Please list down the pain points, if any
43


1 comment:

  1. Regards
    Sridevi Koduru (Senior Oracle Apps Trainer Oracleappstechnical.com)
    LinkedIn profile - https://in.linkedin.com/in/sridevi-koduru-9b876a8b
    Please Contact for One to One Online Training on Oracle Apps Technical, Financials, SCM, SQL, PL/SQL, D2K at training@oracleappstechnical.com | +91 - 9581017828.

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