Campaigns

MPL intelligentCampaigns – focussing on the customer’s requirements

In a campaigning or telemarketing contact centre, the focus is on maximising revenues and that means consistently operating the centre to its full potential. Employee motivation and training is critical but, in addition, technology may be used to enhance employee output.

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By automating call handling and the management of campaigns, employee time can be focused on the customer and increasing sales, not on managing data.

Trialling a new product or market gives a business the opportunity to differentiate themselves. mplsystems has worked with many innovative businesses to develop campaign software which sits alongside their existing communication infrastructure. By providing flexible software toolkits, complex campaign management rules and a variety of databases can be easily converted into a simple contact interface for agents whilst supervisors can intuitively modify campaign rules, scripting and agent support when needed.

Managing data and leads

iCampaigns can be used to collate, sort and de-dupe leads from multiple existing and new sources, whether they originate from web portals, print media or campaign databases. iCampaigns manages and delivers leads directly to agents, eliminating errors and duplicate calls that can result from manual lead distribution.

Managing call queuing and distribution

iCampaigns prioritises web contact, email and calls in a single universal queue. Inbound and outbound communications such as diary appointments, customer calls or outbound campaign calling are automatically balanced and calls delivered to agents according to pre-defined rules, agent skills or idle time.

Managing campaign targets

Campaigns can be complex with constantly changing regional targets; iCampaign’s real time business dashboards allow managers to track overall success or to target specific products or regions.

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Maximising sales

On delivery of inbound contact to the agent, the customer profile, product description, objection handling and payment tools are provided on their desktop. In addition, flexible marketing tools can be triggered to identify cross- and up-sell opportunities.

Self-learning to maximise success

Closed loop marketing can be achieved by recording each agent’s closing rate for different types and sources of leads so that future leads can be allocated automatically based on agent skills and results.