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Telesales Overview

How Tos (1)

The Telesales section of IRP Admin allows staff members to take and place orders for customers over the phone. Staff can also take over a customer basket to make the product selection process easier. It is also possible to ‘park’ a telesale in order to take another call and then resume the original telesale at a later date.

NOTE: You should only work on one telesale at a time. If you need to place a new sale before the first is completed then you can park the sale and resume it at a later time. Details for parking teledsales are provided in the How To Place or Park A Telesales Order section below. See also Parked Telesales. Note also that, if you are in the middle of a telesale checkout and you click the Place Telesale button again, the checkout process is reset and the customer needs to be looked up/logged in again.

You can place a telesales order in the same way as a standard order with the following exceptions:

  • The payment methods are limited to credit card and any offline method such as cheque or bank transfer.
  • You cannot create a full account for the customer, only a guest account (as it cannot be assumed that the customer wants to register for a full account as they are on the phone and not the website).

Important: To place telesales, you need to enable these settings:

There are several other Application Settings for the Telesale functionality (located within the grouping called 'Telesales'):

  • Enable Payment By Credit Card For Telesale: When disabled, credit card payments will not be available for telesales orders through the IRP and a new pay by external card terminal payment method will become available. This will only affect telesales orders.
  • Enable Telesale Basket Reference: If enabled, a unique reference will be printed on the basket page so that a telesales advisor can take full control of a customer's basket by entering the unique Telesales Basket Reference in IRP Admin.
  • Enable Telesale Checkout: If enabled, the telesale checkout will be available for customers and a Telesale Basket Reference will be rendered on the customer's basket page so that a telesales advisor can quickly gain access to their basket.
  • Telesale Closing Time: The Date-Time value for when the telesales service closes. The Date component of this is irrelevant - only the Time component will be considered. If the time is later than the closing time and before the opening time, the telesale basket link on the basket page will not display. Note: the format for this Date-Time value is dd/MM/yyyy HH:mm:ss.
  • Telesale Email Address: The email address that will be set against a customer's order if it has been placed using the telesales functionality and they have not provided an email address.
  • Telesale Opening Time: The Date-Time value for when the telesales service opens. The Date component of this is irrelevant - only the Time component will be considered. If the time is later than the closing time and before the opening time, the telesale basket link on the basket page will not display. Note: the format for this Date-Time value is dd/MM/yyyy HH:mm:ss.


How To Guides (1)

FAQs (1)

What happens when I click the 'Place Telesale' button in the bottom navigation bar?
When you click the 'Place Telesale' button you are redirected to the front end of your website with telesales functionality enabled - you can see the wide Telesales banner at the top of the screen. At the bottom of the screen you can see your IRP Admin username, a field for managing the customer's basket and a Logout button. From here you can manage the customer's order as described in the 'How To Place or Park a Telesales Order' article.


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