Design And Implementation Of Telemarketing Manager Of Shanxi Mobile Corporation

The present situation of telemarketing Manager channel construction is the province’sindependent exploration, and become a system oneself. In the operation management andcustomer service are lack of unified standards, facing telephone manager service capacity, thetarget customers are not clear, service content and service standards are not unified, systemsupport the problem such as inadequacy of ability, can realize customer information andservice records comprehensive sharing, demand for service can be difficult to timely deliveryand response, seriously affecting the quality of customer service.The present situation of telemarketing Manager channel construction is the province’sindependent exploration, and becomes a system itself. In the operation management andcustomer service are lack of unified standards, facing telephone manager service capacity, thetarget customers are not clear, service content and service standards are not unified, systemsupport is facing the problem such as inadequacy of ability, which can realize customerinformation and service records comprehensive sharing, demand for service.This is difficultto timely delivery and response, seriously affecting the quality of customer service.Medium-high level customers are the most core of a company.Telemarketing Manager isfacing global communication and medium-high level customers which is special, low cost,high-efficient and convenient service marketing channel in Shan xi,can provide targetcustomers service and“the whole desistances without leak”service though a telephone,message, and mail...etc,which fully embodies the principle of management of Chinaambulation“ONE CM" and the service principle of “take customers as center". Solving lowefficient and dissatisfactory quality of service by the reason of personal customer managersrunning off.To fully realize the role of telephone customer manager in"the key serves" in "turningpoint" makes it be the platform of the medium-high level customers ’support and retentionand to carry out“the whole desistances without leak”service,and to make use of of serviceresources efficiently in Shan xi,starting "Shan xi move telephone agent system" power isurgently necessary. Telemarketing Manager business supporting a function demanding to prop upTelemarketing Manager daily pursuit completely and includes the following procedures:collect perfect customer’s information, early warning processing and customer to request tostay, the special(is exclusive) activity information tell and invitation, grav sudden affairs care,birthday and festival care, integral calculus pure zero remind, remind agreement expire, paythe fee reminds, business or service consult, the customer return to visit investigation,business service have the initiative recommendation and leave net care and complainprocessing etc., then serve personal initiative and respond to customers call.The systemincludes to collect perfect medium-high level customer’s information, unified attestation andsupervise customers excrescent to move, on the increase high level customer club serviceability, build up VIP to carry a club management of customer outlet etc..Telemarketing Manager business supporting ability relies on CRM system and carriesout BOSS system, CRM system,, first class system etc.,through synthetic analysis, build up akey early warning analysis model, and realize a telephone manager call task work auto born.Telemarketing Manager system as a warning, care marketing and related system businesssupporting and management system, is a variety of customer contact management andexecution.It contains early warning, automatically marketing, customer care, personalizedservice in four aspects.Supporting customer manager to maintain relationship with clientsand users of marketing business. Telemarketing Manager system becomes medium-high levelcustomers support and retention platform, carry out a telephone the manager, norm service,serve for customer providing “the whole desistances without leak”".Through efficientlywork the providing a manager from telephone in call sign center to economize workforceand material resources.