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What are the steps to developing an on-site teleservices profit center?
In addition to providing your firm with an outside teleservices marketing
and sales support capability, consultation services are also offered.
This may include developing a complete on-site center, or consulting on
any of its components. The integral facets of an on-site program are:
the development of program objectives and database; a test program with
script development; staff training; and development of measurement criteria
for the program results.
I. PROGRAM DEVELOPMENT AND STRATEGIC PLANNING
- Review of existing marketing plan and development of teleservices
strategy
- Development of program objectives
- Prioritize objectives
- Outline strategy
- Sales process audit and market identification
- Test program with custom designed script guide
- Integration and synergy of advertising and promotional media with
teleservices plan
- Database requirements
- Activity analysis reports
- Performance evaluation reports
- Forms design/screen format
- Call anatomy
- Intra-company introduction and coordination of program
- Compensation and motivation elements
- Decision on benchmarks of success and when they will be evaluated
II. HUMAN RESOURCE MANAGEMENT
- Task management system
- Development of job descriptions
- Development of communications methods and procedures between teleservices,
sales personnel, and management
- Coordination of the teleservices program with the salesforceto gain
cooperation and generate feedback regarding account activity
- Establishing account handling guidelines for inside and outside personnel
- Staff Training(each teleservices representative requires training
dependent upon his or her degree of proficiency)
- Training the trainer
- Continuing training to self-evaluate performance
- Evaluation of communicators and the teleservices group
III. PROGRAM RESULTS, MEASUREMENT CRITERIA, AND DATABASE MANAGEMENT
- Development of program measurement criteria and monitoring/tracking
of program results
- Implementing teleservices strategies
- Inter-department synergism
- Use of existing data
- Database management
- Review of documentation procedures for communication with management
personnel
- Transition from manual to paperless operation
- Screen formatting
- Inquiry screening, tracking, and reporting
- List maintenance and enhancement
- Management reports
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