call centre operations
Dear Experts
call centre operations comes under which department, I am working as an Head IT and I was given an opportunity to implement the sales force automation I could successfully manage to implement marketing automation, sales force and customer support as these are part of any good CRM application in additional I did sell the marketing automation software act-on which is native integration with sugarcrm the one we use for sales force, marketing and support. trained the sales users on lead scoring, utilised power of email campaigns and made the leads to cookie and get to know the insights of customer by seeing their behaviour on website, Also implemented the call centre which is integrated to Sugarcrm we have many regions call centre got very much successful in one region as all the calls are first handled by the front line staff and then these are created as leads and assigned to the sales user in the sugarcrm and sales users who are in mobile who use the sugarmobile app will get the lead to their Sugarcrm mobile app and they process from there on, also gave a thought to track the last activity like calls, emails, sms from the suagrcrm and enabled. I am not sure if I can be the functional head for the call centre operations many internal are asking me to head the call centre , please suggest
call centre operations comes under which department, I am working as an Head IT and I was given an opportunity to implement the sales force automation I could successfully manage to implement marketing automation, sales force and customer support as these are part of any good CRM application in additional I did sell the marketing automation software act-on which is native integration with sugarcrm the one we use for sales force, marketing and support. trained the sales users on lead scoring, utilised power of email campaigns and made the leads to cookie and get to know the insights of customer by seeing their behaviour on website, Also implemented the call centre which is integrated to Sugarcrm we have many regions call centre got very much successful in one region as all the calls are first handled by the front line staff and then these are created as leads and assigned to the sales user in the sugarcrm and sales users who are in mobile who use the sugarmobile app will get the lead to their Sugarcrm mobile app and they process from there on, also gave a thought to track the last activity like calls, emails, sms from the suagrcrm and enabled. I am not sure if I can be the functional head for the call centre operations many internal are asking me to head the call centre , please suggest
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Thank you very much for the suggestion, I have made the process document and which is accepted, it is a combination of process and technology and this also worked well in one of the branch office I deployed, the issue if i do not be a functional head the call centre users deviate the process as they do not use the tool this is one of the reason I am thinking to head the call centre. thanks for the suggestion.