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Scripts |
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They may make you sound like a robot, but
it's sometimes useful to follow a script when dealing with a phonecall. A
script doesn't have to be a rigid speech that you have to adhere to, a script
can be general comments to remind you about key points that you need to
mention. Alternatively, you can use TCM scripts to diagnose and help with
customer problems by designing a script that leads the TCM user to the relevant
information by asking all the right questions of the caller.
TCM scripts are HTML-based for maximum flexibility. Use an HTML editor to
design your script, it can be as many pages as you like. All TCM needs to know
is the home-page or starting page of the script. It's up to you how you go from
there - you can add links to internet pages, intranet pages, or FAQ pages. TCM
Call scripts also interact with your annotations, so that when you click a
particular link in a script it adds a note automatically to your conversation
notes.
We have included a sample scripts for you to look at, the Service Pack will
have set one called The Love Detector as the default for Outgoing Calls
but you can turn this off if it Scripts aren't of any interest to you. The
sample script is a humorous example, its content is for demonstration purposes
only.
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User groups |
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You can now set up groups of TCM users and
work with those groups in the same way that you can currently work with single
users. For example, with a group you can now:
• Send an internal e-mail to a group
• Allocate a Virtual Folder to a group
• View Archive activity by group
• Add meeting attendees by group
You can create as many groups as you wish within TCM, and each user can belong
to as many or as few groups as you wish.
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Call-centre 'work a list' feature |
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You can now 'work a list' in TCM, which means
that you can set one or more users to call everyone in a specific list and TCM
will control who the next person is to be called, taking care of call-backs for
unanswered calls and giving you live feedback on how the calls are going
over-all.
Working a list is built around Virtual Folders, which have been updated in this
new version to be far more versatile. When you have created a Virtual Folder,
if you select it in the Database Screen you will be able to click Allocate
to and allocate any number of TCM users to work on the Virtual Folder. Each
time one of those users clicks to make an outgoing call, TCM will present them
with the next person in the list to be called, and so working the list becomes
as simple matter of clicking the Outgoing Call button, trying to contact the
person that TCM gives you, and then repeating the whole loop again.
When you allocate users to work on a Virtual Folder, you have further options
regarding how long to wait before calling the same person again if they're out,
and also setting a fall-back list to work on if they get through everyone in
the main list. If you are the supervisor and want to see how the calls are
going, simply highlight the Virtual Folder in the Database Screen and you'll
see a summary of calls made, by each user, and what the outcome was.
Result! |
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Virtual Folders revamp |
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TCM has always supported a very useful but
oft-neglected feature called Virtual Folders. These are similar in principle to
database recordsets (in Access) which are mini-databases or snap-shots of the
database. You can work with a Virtual Folder in various ways, such as sending
an e-mail to everyone within the folder or sending it to a Table.
One main reason why Virtual Folders were unpopular was because they were slow
to open, and if you double-clicked a Company within a Virtual Folder to see the
Contacts within, you then had no way of returning to the Virtual Folder without
re-opening it again. The whole process was slow and frustrating.
The new Virtual Folders open within the Database Screen in a separate list,
like a split-screen effect. This enables you to keep the Virtual Folder open
all the time. When you highlight someone from a Virtual Folder, TCM will jump
to that person within the main Database Tree without closing the Virtual
Folder, which is a great saving on speed. You also get a summary of the Virtual
Folder's contents by highlighting it. |
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Archive revamp |
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The Archive stores a copy of every event on
the day when it occurs, and it's a great place to find things based on a
particular date. The Archive interface now has some additional features that
help you to navigate the Archive and quickly see what activity took place on
each day.
• Open today's Archive will take you to the Archive for today
• Go to a specific day will show a pop-up calendar and allow you to
choose a specific day. If there was no activity on that day, TCM will offer to
take you to the nearest date that contains activity (to within a year either
side of the date you requested).
Highlighting a date in the Archive now shows you a Summary of the activity on
that day for all users as a total. If you have a licence for the Reports and
Marketing module, you can also view the Detailed Summary which breaks the basic
summary down into users, and each figure becomes a hyperlink that you can click
to 'drill-down' and see the composition of each figure. |
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