Better Business By Phone: A Guide To Effective Telebusiness Management; Author: O'Dea, Valerie; Paperback

Author: O'Dea, Valerie
Ichor Business Books; Paperback
233 pages
Published: March 1999
Purdue University Press
ISBN: 1557531552

Telebusiness is not yet a commonplace word, but as explored in the book, it does encompass the combined activities now being performed by a minority of businesses who have succeeded in making the telephone an integral and profitable part of business strategy and operation. More often, telesales is a 'bolt-on' activity to the sales department. Telemarketing is an add on task for the marketing or research department. Telemanagement is a responsibility given to someone already managing another business area.Telecommunications is a field entrusted mainly to computer professionals. Telestrategy is set only by those implementing or running dedicated 'call centres'. Combining these is a marriage normally contracted to outside consultants and independent firms. This book explains howTelecommunications is often entrusted to computer professionals, and telestrategy to those running dedicated call centres. Combining these is often contracted to outside consultants and firms. This text explains how to achieve this combination in practical terms as part of a business strategy.