For catalog orders, the inbound call centres utilize
- Decision tree branching
- On-screen prompting
- Pop-up help
The Apporach
Order entry specialists are available
24 hours a day, seven days a week. Using state-of-the-art catalog
order taking system, the
professionals take orders, answer questions
about products, and provide many other services. Whether one wants to sell
one item or thousands, have one catalog or several, the ibound call centers
can
develop a script that works for the customer needs.
Through the above, the professionals take orders, process credit cards,
answer questions about products, provide customer service, handle customer
inquiries and much more. Through the robust database, the
order status
information is linked with the customer order. It enables the
organization to respond to the simple queries regarding the customers order
status and if any items are back-ordered. This can be
done in real time
or on a daily update basis.
Inbound order processing comprises of:
» Relevant data on the
order of all size that ranges from single item to entire catalog.
» Making use of order-entry software to help tailor script and order
screening as per the client specifications.
» Subsequent selling, cross selling or market research that takes
place within order-processing.
» Confirmation of any changes related to payment, cancellation or
items shipped, change order status etc.
» Making daily or weekly call statistics of the basic reporting.
» Inquiry about the status of orders can be done any time.
» Recording of each and every call for further verification and
quality control.
» Billing done for accurate and complete orders when full payment has
been received and the goods dispatched.
