Wednesday, June 29, 2011

Call lists: Call list synchronization

When implementing call lists, you have the choice to either work with or without activities linked to the calls. Whether you link an activity to the call or not depends on what role the call has in the customer process.

Probably the biggest benefit of working with activities linked to the call is that calls by themselves are not visible on the customer overview, while activities are. If you choose not to implement activities linked to calls, users will not be able to see that a customer has been selected to be called from the call list. They will see the standard interaction record though if this was created by the user during the call.

Other benefits of the use of activities in call lists would be for instance that the status and the reason of the call can be maintained in the activity, as well as a long text on the call. Furthermore, a campaign can be attached to the activity, if the activity is linked to a marketing campaign.

Wednesday, June 22, 2011

Call lists: Call list maintenance

Call lists are maintained in the IC Manager role, or a derivative of the IC Manager businessrole.
When planning your call lists, there are a few things to consider:
  • What is the purpose of the call list?
  • Who should be in the call list?
  • Who will be working on the call list?
  • When should the call list be active
  • Is there an automatic script involved?
  • Will the agents be working with CTI (Computer Telephony Integration)?
  • How many attempts do you want to do before giving up?
  • How many attempts should occur per day?
  • Do you want the call list to consider the customer’s calling hours?
  • Do you want to call the customer, or a contact person?
  • What should happen when the call is rescheduled?
  • What are the various reasons for rescheduling?
  • In what order would you like customers to be called?
  • Is this call list a one-time call list, or a recurring call list?
  • Where do you want to ‘feed’ the call list from?
  • How do you prevent duplicates in the call list?
  • If multiple agents will be working on the same list, how do you prevent another agent calling the same customer minutes after the previous attempt?

Wednesday, June 15, 2011

Call Lists: Customizing

When implementing call lists, there is some customization to be done.

SAP Customizing Implementation Guide -> Customer Relationship Management -> Interaction Center WebClient -> Additional Functions -> Call Lists
  1. Define call list types
  2. Define a call list dispatcher
  3. Define actions
  4. Define Call list Synchronisation
  5. Add call list maintenance to the IC Manager Role
  6. Add call list execution to the IC Agent Role
Call list types
A call list type is the group of settings like call list dispatcher, rescheduling component etc. Every call list will be assigned to a call list type.

Define the call list dispatcher
The call list dispatcher allows you to automatically assign the next call from a call list to an available agent. When using a call list dispatcher, agents will not have to choose themselves which customer from the list is first to be selected.
The call list dispatcher also decides which customer is to be called first based on the ordering rules you have maintained.
In the call list dispatcher you are also able to for instance decide that a customer should only get one attempt per day.

Wednesday, June 8, 2011

Marketing using call lists

When thinking of customer service, we automatically think of a callcenter that processes inbound phonecalls, emails, letters and in some cases even chat. This is a logical thought, because throughout history, service was always initiated from the customer asking for service. Also, from a cost perspective, inbound calls are cheaper than outbound calls. Last but not least, the probability of the customer wanting service is bigger when he asks for it.

When thinking of sales, we are more likely to think of a salesperson visiting the customer, or calling the customer to inform him on the new product. This is a logical thought, because a sales process is more often initiated by the selling party.

If we combine these two worlds we can think of cross selling during service, so first servicing the customer making him happy and then doing him a good offer. If we take this a little further, we could consider triggering service (like for instance offering the customer a check-up of his product, or evaluating his satisfaction of the product) in order to maybe generate a new sale. A service offering is most likely to be done via a multichannel marketing campaign.

Wednesday, June 1, 2011

Usage of custom businessrole parameters

In the customizing of the UI Framework, there is an option to ‘Define Parameters’.
SAP Customizing Implementation Guide - Customer Relationship Management - UI Framework - Technical Role Definition - Define Parameters.

Here, in the top node, you can maintain custom parameters. As an example, I will show you how this can be used to default a value in the IC webclient search screen.
Let’s say you want to default the country in the search screen to help users find the correct businesspartner more quickly.
Create a new parameter, in our case ZCOUNTRY.