Vodafone launches web based telephone call tracking system

[eleni]

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Hi all,

Great news from Vodafone as today they have launched an offline tracking system across their affiliate platform that tracks web based telephone calls.

A html button on Vodafone's basket pages will connect browsers to Vodafone's call centre. When clicked on, a call back request form will appear for the customer to complete. Call backs can be made immediately or at various intervals for up to an hour later.

All calls will be tracked and logged and affiliates will receive £20 commission for each valid contract sale.

This will run as a trial on the Vodafone program until the end of August.

Feel free to get in touch if you have any questions.

[lowndsy]

This has been done before for various industries, and any expansion into offline tracking is very welcome, but the most common criticism for this sort of thing is that if the order changes at all - ie the sales rep convinces the customer to upgrade, or a handset is out of stock etc then a new order is raised which either accidentally or on purpose (take your pick, but I don't believe in accidents) doesn't get credited to the affiliate. The example which springs to mind is Dell.

Any chance of a statement about how Vodafone deals with changes to an order (or a new order being raised) on an affiliate referred callback?

Steve

[mattb811]

Hi Lowndsy,

Trust you are well mate.

The way this system works is slightly different. It is not the case that the order is placed online and then the customer has the option to call up.

With this call based solution the customer clicks on a button on the Vodafone site which alerts someone in the VF call centre to call them back. Then when the call centre call the customer back we are able to track the sale taken over the telephone automatically rather than relying on the customer service operator having to remember to ask or enter a code. Everything is tracked through our third party providers systems and then uploaded into dgmPro.

Therefore it is completely irrelevant if the order changes or a new order is raised as the affiliate tracking link is automatically added to all orders generated on that call.

Hope this answers your question, and if you have any further issues please let me know.

See you in Bristol Lowndsy.

Matt