Program and Campaign Planning Program and Campaign Planning




$795.00


Program and Campaign Planning Overview

Program and campaign planning is essential to the success of a contact center. This module covers topics such as strategic planning, Conversational Soft Sell™ approach, buying decision patterns, and pilot test tracking. In addition, this module provides you with a real life program-planning example.

Learning Objectives

Upon completion of this eLearning module, you will be able to:
  1. Select the most appropriate type of contact center for your needs.
  2. Plan inbound and outbound programs.
  3. Implement pilot testing procedures.
  4. Describe how to incorporate the Conversational Soft Sell™ technique into call planning.
  5. Identify individual buying decision patterns.
  6. Explain the series of contacts in campaign planning.

Course Outline

  1. Introduction
  2. Contact Center Strategic Planning
    • Program Planning
    • Pilot testing
    • Outbound roll out
  3. Conversational Soft Sell Calling Approach
  4. Buying Decision Patterns (BDPs)
    • BDP Marketing Psychology
  5. Program Planning Example
    • Series of Contacts
  6. Pilot Test Tracking
  7. Activities and Test