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Provide the platform to manage an FMCG inbound and outbound sales or support call centre from one platform.
Incorporating a Customer Information Centre (CIC) needn’t be a hassle. Whether planning an outbound sales or inbound support centre, having a platform that not only tracks call metrics but connects to your CRM, sales and stock information is vital. In fact, the additional support provided by a call centre allows for greater customer satisfaction through improved responsiveness and care.
With FIELDForce, you can empower your call centre force by providing them the tools to access vital information and engage with their customers. Each individual web user has access to the tools to engage and transact with customers in one central application.
Centralise your call centre set up to simplify your inbound & outbound sales and support processes. Track & monitor your call centre rep activities through the CIC within FIELDForce.
Keep accurate records of the type of calls are made in your Call Centre to improve future activities and segmentation,
Cut out the guess work and ensure your message is always on brand and in line with the expected outcomes.
Handle any call with the assistance of scripted prompts, while making full records of every engagement.
Keep your account information up to date. Access or update customer details on the move.
Add new prospects when you come across a new merchant on your route.
Keep track of any issues or notes attached to the customer.
Collect valuable information from every engagement with the help of forms designed to build insight. Structured questionnaires and surveys can walk through agents capturing vital metric and KPIs.
Customer satisfaction plays a vital role in loyalty and future sales.
Ensure pricing and placement compalince through consistant questioning.
Compile share of basket or share of shelf studies to gain market share figures.
Create a simple digital process removing paperwork. Digitize and automate the order process remove human errors, speed up the process, and improve productivity.
Search product catalogue, select the right products and click to add to Order Cart.
Include returnable items to orders to give forwarding for the next delivery.
Ensure adequate merchant stock holding through understanding current stock on hand.
See for yourself how we can assist FMCG players centralize and automate their inbound and outbound call centre to optimize result and gain visibility on performance.