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Subscription
Outbound telemarketing is used to solicit subscriptions and renewals to
newspapers and magazines. Instead of having agents place calls manually,
Computer Telephony systems use predictive dialers that place calls automatically
from a list stored in a computer. Once a call is placed and an answer
is detected, the call is transferred to an agent for handling. This leaves
the agents with more time to speak with potential customers.
Classified Advertising
A classified listing in the local newspaper includes a telephone number
to call for a recorded description of the item in question. After listening
to the recording, callers may choose to be connected to the person who
placed the advertisement. The number can be dialed automatically to preserve
the privacy of the called party.
Reprints of Articles
A magazine offers reprints of articles by fax. Callers dial a listed number
and enter a code printed with the article, or they select from a spoken
menu. Once a selection is made, they are prompted to enter their fax number
and credit card and expiration date. The text of each article is stored
as a computer file and is sent by fax server as soon as the calling party
hangs up.
Inventory Inquiry
Wholesalers and retailers can use a Computer Telephony system to let their
regular customers determine whether an item is in stock, and if so, to
order it. A customer calls the system and is prompted to enter an account
number. Once the account is verified the caller enters item numbers and
the quantity of each item needed. The system verifies each order by playing
back the choice and informs the caller when the item is out of stock.
When a session is finished,
the system sends a copy of the order to a printer. The printed report
can be used to pick the orders from stock. A list out-of-stock items is
maintained so the distributor will know which products need to be recorded.
Shipment status
Manufacturers can check the status of a shipment by dialing a Computer Telephony
system and entering an order number. The system obtains the latest record
from a database and plays a recording indicating the shipment date and any
reasons for delay. The system is programmed to delay shipment to customers
who have no credit record or have a bad credit history.
Locator Services
Many people find it difficult to locate dealers or service centers for
products they have purchased or are considering. A locator system automatically
routes callers to the closet dealer or provides alternative suggestions
where an item might be purchased or repaired.
Product Recall
It can be very expensive for a company to inform the public when a product
is recalled. A Computer Telephony system can provide this information
at less expense by handing thousands of calls a day. Customers who call
an advertised number are asked to enter a serial number or other identifying
number to ensure that the recall applies to them. If it does, the system
plays a recording that tells them the status of the product recall program,
how to fix the problem, or where to take the product for repair.
Fax On Demand
Customers interested in purchasing a product can receive free information
about the product by fax. They call a toll-free number and are prompted
to enter a product identification number and their fax number. The system
sends them a fax automatically. The number of the fax service is featured
in print' advertisements along with a list of the product identification
number.
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