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Oracle® CRM On Demand Marketing Release 5.4.10 |
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Home > User Guide > Managing Activities, Queues... > About the Call Center > About Telemarketing

# About Telemarketing

The Call Center pane displays information on all prospects currently assigned to the call center for further contact and qualification. Oracle CRM On Demand Marketing provides an integrated workflow for an in-house or third-party prequalification team to determine if prospects are ready to be referred to the Sales Department for followup and conversion.

Telemarketing, inside sales, or call center representatives can log in to Oracle CRM On Demand Marketing and review the leads assigned specifically to them for prequalification. Agents can select a lead to work on and launch call activity screens to record their conversations and results.

When you record telemarketing activities in Oracle CRM On Demand Marketing, you also gather additional information and add them to the contact record in the Oracle CRM On Demand Marketing database. You can display prospect status and other attributes assigned by telemarketing agents for use in campaign development and list segmentation.

Agents can also perform the following activities in Oracle CRM On Demand Marketing:

- Select which assigned leads to work with

- Log any call attempts and log if the attempt was successful

- Capture additional information on the prospect by completing a call script Web form

- Note comments for further followup

- Schedule future followup activities

- Change the prospect's status

- Qualify or disqualify the prospect

- Record the disqualification reasons that can be used in future list segmentation

- Move the prospect to another queue if the prospect was assigned incorrectly. An agent requires specific, user-role permissions to perform this action.

- Move a prospect to another queue, for example, a queue that delivers leads to Sales, or a queue that delivers leads to Oracle CRM On Demand.

Telemarketing management can use Oracle CRM On Demand Marketing to track and report on agent workload, progress and performance. Marketing campaign owners gain better visibility to the quality of leads generated by their activities and resulting lead disposition. Marketing managers can also develop campaigns to continue nurturing leads that cannot yet be referred to Sales. Telemarketing agents can capture relevant information to inform leads periodically who are interested but not yet ready to purchase.

## Guidelines for Marketing Campaign Owners

This topic provides guidelines for marketing campaign owners. When developing campaigns, marketing managers must consider if telemarketing has a role in following up and qualifying responses. If so, the following campaign and program components must be configured:

- Include telemarketing management and agents' insights into the campaign strategy. Also make the subject matter, offer, scheduling and other materials available for followup.

- Determine whether targeted contacts who respond to the campaign will be further nurtured by the Marketing Department. Determine whether telemarketing will contact them.

- Develop and associate a call script Web form with the campaign. This call script Web form must include qualifying questions specific to the program, as well as demographic contact information for the telemarketing agent to verify during the conversation. For more information, see Associating Call Scripts.

- Design queues and queue assignment rules. This option enables you to direct responses from the campaign to appropriate call center personnel.

- Design future nurture and followup-campaign activities. This option enables you to stay in touch with responding contacts who are not yet ready to purchase, or are disqualified for any of the custom-defined disqualification reasons.