subject: Don't use Spreadsheets to manage calls [print this page] Don't use Spreadsheets to manage calls Don't use Spreadsheets to manage calls
There are many reasons why companies should consider not using spreadsheets for managing calls. To be efficient and and effective at telemarketing, the telemarketing agents need have information presented in an easy to read way and more importantly be able to record the outcome of the call. The number of clicks should be kept to a minimum and other processes run automatically as a result.
Data should also be available between agents. The author has often spoken to companies where they have "a number" of spreadsheets printed out and "spread across the desk". This cannot be a good way of working with much scope for errors.
Below are some common reasons given why Spreadsheets shouldn't be used.
Multiple Users: Spreadsheets are not designed to handle multiple operators entering data into a single "live" environment.
Data entry: Data entry can be difficult to control with different staff entering data in different ways.
Maintainability: Spreadsheets, particularly complex ones (or ones that connect to other spreadsheets or when used by multiple users), can be a nightmare to maintain.
Capacity: Spreadsheets are not built to handle high volumes of data.
Networking and Connectivity: Spreadsheets are not designed to be used in a connected manner over a network.
Callbacks and automatic tasks: Spreadsheets do not allow for the automatic creation of Callback's and other automated tasks.
Security: The very nature of the spreadsheet where the data and calculations are stored together making it a sitting target for anyone to get in and make "improvements".
Reporting and supervisor control: there is no method of implementing Supervisor control and generating reports in real time from spreadsheets.
ITMS is the cost effective alternative
What is iTMS?
It is a software system dedicated to telemarketing operations and it:
Manages agents
Manages data
Manages calls
Reports imports exports
iTMS is designed for:
People whose job is to make outbound calls all day, usually:
Prospect and lead tracking
Appointment setting
List cleaning
Surveys
Telesales
iTMS is the world leader Telemarketing CRM solution. More details about how iTMS can help to turn around businesses that use spreadsheets to manage calls can be found at www.itmscrm.com
