Household International, a USA based provider of financial products and services, was generating 5 million leads per month but only 40% of these were being actively worked. To gain insight into how staff in remote offices were handling leads, manage the productivity of sales agents, monitor activities of sales staff, and ensure leads were being chased, the company looked at its call centre function. An investigation revealed that customers wanted to deal with local branches and not direct to the...
BPIR Categories1.2.5 Predict customer purchasing behaviour
4.3.1 Accept orders & maintain customer accounts
10.2.1 Establish info/knowledge management systems