We would like to take an existing text-based script used by our telemarketers and convert it into an intelligent online script the telemarketers can read (and input data) when speaking to prospects and capturing their details.
Our research indicates using a survey application such as Limeservice might be a good and cost-effective approach but we are interested in your suggestions. We tried Google Forms but found the features too limited.
Some of the features we’d be looking for:
1. Entire system needs to be online so it can be accessed and updated from multiple locations.
2. Survey to be linked to a spreadsheet so that results can be easily browsed by manager. Ideally the different results could be colour-coded in the spreadsheet depending on the outcome of the survey.
3. At the same time we’d like to limit the degree of access an individual telemarketer has to such information – ideally the manager can just allocate prospects to telemarketers, but the telemarketer has no further access after submitting the completed survey.
4. Ability to prepopulate surveys with names and phone numbers (eg the manager can just enter the name and phone number of the prospect via the spreadsheet, and then when the telemarketer starts a new survey it automatically has those details in specific places);
5. Ability to save the survey midway in case prospect asks to be called back later. (We originally tried to create a survey using Google Forms but it lacks this essential function).
6. We are interested in creating an intelligent rules-based call flow. For example, the survey skips to later questions depending on prior answers. Or the survey ends if the prospect does not meet certain criteria. As this may involve multiple pages we are wary of long load times (again, when we tried Google Forms it was just a touch too slow), because we are working in a fast-paced environment and prospects can’t be left waiting on the phone for more than a second. So unless there is some way to do this instantaneously, we may have to just do it all on a single page and make the telemarketer think on their feet. We are interested in your suggestions in this respect.
7. Completed survey results to be emailed to manager.
8. Instructions on and help with use of the system.
This project is fairly urgent, so please submit a proposal outlining how you would approach this project, quoting your fee and estimated time of delivery asap.