A Sample Questionnaire for TeleSales Module

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A sample questionnaire for the Telesales Module to understand the AS-IS process of the Client.

Sl. No	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
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