Using the telephone feature – for telemarketers – Digistore24 Help

Here you will learn how to use Digicalls24 – the telephone feature – as a member of the Digistore24 telephone sales team. As a member of such a team, you have already registered on Digistore24 and have been added to the group by the team leader.

Note
If you would like to set up a telephone sales team as a vendor, click here for the guide.

In the following, we will show you the functions and setting options within the member area for team members.

Access member area

To enter your telephone team's member area, click on View in the header menu; here you can select the team to which you belong in addition to the vendor and affiliate views. The Digistore24 ID of the vendor who created the team is in brackets after it.

The Digistore24 interface now has other menu items, which we will describe below.

Dashboard (statistics)

On the dashboard, you will find an overview of the statistics. In the first table, you can see all the tickets that have been assigned to you. Below that, you will find your personal KPIs (key performance indicators), i.e., key figures about calls, sales, and revenue.

If you are the team admin or the team's sales manager, you will see your personal KPIs as well as the KPIs for the entire team. Scroll down for this.

Call today

Under Call today, you will see all the calls you should make on the same day. Overdue calls are highlighted in red at the top of the list.

To call a customer, click on the telephone receiver icon; you will now be shown the order data.

Below you can adjust the following settings:

For Status, you can close the case or arrange for the customer to be called again at a later time.
If the customer is to be called by a certain employee, specify this for Processor.
By clicking on the button New order, you can take a new order for the customer. The order form will be pre-filled. By clicking on the button Debt collection payment plan, you will also be taken to the order form where you can create a payment plan for a debt collection customer.

All cases

Under All cases you will see all the tickets ever created.

You can see the order data by clicking on the telephone receiver icon.

Below you can adjust the following settings:

For Status, you can close the case or arrange for the customer to be called again at a later time.
If the customer is to be called by a certain employee, specify this for Processor.
By clicking on the button New order, you can take a new order for the customer. The order form will be pre-filled. By clicking on the button Debt collection payment plan, you will also be taken to the order form where you can create a payment plan for a debt collection customer.
Once you have reached the customer, click Yes for Customer reached.
For Call summary, briefly describe the course and outcome of the call.
Finally, click Save.

Order

Under Order, you can place new orders.

Attention
If you fill out the order form for the customer as a telemarketer, a 14-day right of withdrawal is automatically applied. This is the case even if you tick the checkbox for the customer to waive their right of withdrawal. This is because, from a legal perspective, the right of withdrawal can only be waived if buyers themselves willingly tick the checkbox to waive their right of withdrawal.

Step-by-step guide

If you want the order form to be pre-filled, then for Existing order ID enter the corresponding order ID if the customer has already placed an order. Then click on Search existing customers.
Select the Main product that you want to sell.
Select the Currency in which the customer would like to pay.
For Apply payment plan, you can select a payment plan that has already been set up for the product.
If the customer, e.g., would prefer to pay in installments rather than a one-time payment, set the Number of payments here.
Decide how high the First payment should be.
For …on, specify when the first payment is due.
Determine the size of the Follow-up payments (only for subscription and installment payments).
For …from, decide from when the follow-up payments have to be made.
For Other billing intervals, specify the interval of the follow-up payments.
This field only appears if you have the right to register an Affiliate for the purchase.
Enter the Buyer email.
Select the Language of the buyer.
If a Company exists, enter it here.
Select a Salutation and enter a Title if necessary.
Enter the First name of the customer.
Enter the Last name of the customer.
Enter the Street and House number of the customer. This is absolutely necessary for delivery products.
Enter the ZIP code and City of the customer.
Enter the State of the customer.
Enter the Country. This information will have an effect on the calculation of VAT.
Entering the Phone number is important so that the customer can be contacted.
Enter the VAT ID of the customer if they are an entrepreneur.
By clicking on Order now, a phone order will be created which is now outstanding and still has to be paid.
Attention
If you fill out the order form for the customer as a telemarketer, a 14-day right of withdrawal is automatically applied to the order for legal reasons. You can find more information here.
On the next page, a Payment URL will appear in a grey box. It is structured in such a way that it can easily be announced over the phone. When the customer enters the payment URL, they will be directed to the order form. Here they can choose a payment method and complete the order.
Alternatively, the customer can also provide their bank details which you can then enter yourself on the order form. Click on the blue link below.
The only thing that can be selected on the order form is the payment method; nothing can be changed on the order itself.
If the customer entered the data themselves, update your page. You can see that the payment was successful when the green field appears rather than the yellow one.
The grey field will now show the URL of the thank you page. If the customer has made the payment themselves, they will automatically be directed to this. If not, you can give them the URL over the phone.

Commissions

Under Commissions, you can see your earnings. If you are the team admin or the team's sales manager, you can also perform administrative activities such as approving commissions.

See my commissions

In the My commissions tab, all the team members will see your commissions.

If commissions have to be approved according to the team settings, the unapproved commissions will be marked with a clock symbol (under Approval). If an authorized member has approved your commission, the green checkmark symbol will appear here. If you are the team admin or the team's sales manager, you should also approve your own commissions. You will find out how this works in the next section.

The commission type is specified under Reason:

If the commission comes from a sale, it is declared with Sales team.
If the commission from a sale is shared across the whole team (according to the team settings), the commissions from sales made by other members will also be shown to you with Sales team.
If you are the sales manager and receive a manager commission, this will be identified with Sales manager.

Approving or rejecting commissions (authorization required)

In the Approve tab, you can approve the commissions of all members, including your own. This presupposes that you have the appropriate authorization.

If you want to approve or reject all commissions at the same time, put a check in the black bar in the overview on the left side. Alternatively, you can also put a check in the individual commissions in the overview.
Click on the button Approve selection to approve the selection of commissions you have made. Alternatively, to approve individual commissions, click on Approval in the overview and then on Approve (written in blue).
By clicking on the button Reject selection, you reject the payout of the selected commissions.
If you made an incorrect selection, you can correct it in the dropdown menu under Approval. Save your selection by clicking on the disk icon.

Create payout (authorization required)

Click on the button Create payouts. This way, you gather yet unpaid provisions into one payment on the accounts of your salespeople.
Select the Members for whom the payout is to be made.
Set the Minimum amount for a payout and select the desired Currency. No payouts will be made for amounts lower than the minimum.
If you click Yes for Pay out commissions before due date, then the commissions will be paid to the members even if the withdrawal period for the product has not yet expired. If there is a cancellation after you have paid the commissions before the due date, then you as a vendor must bear the loss.
If you select the option Yes for Mark now as paid, then the payout will be displayed in the overview as done.
Click on Create payouts.
Clicking on the tab Pay out will take you back to the overview.
If you selected Yes for point 5, then the payout with the date will appear in the overview under Paid out – this means that the payout has been performed. You can cancel the payout again by clicking on the X icon. However, in this case, please check that the recipient has not already received the money.
To make all the payouts at once, put a check in the black bar on the left side.
By clicking on the button Pay out marked, all outstanding payments will be marked as performed.

Rebooking commissions (authorization required)

In the tab Rebook, you can rebook the commissions of another member to the vendor's account.

For Outstanding commissions, select the member whose commissions you want to rebook.
The second field is static and cannot be changed. Here you will see the Digistore24 ID of the vendor to which the commissions are rebooked.
Click on the button Verify to initiate the rebooking.
You will now see a message in blue which summarizes the rebooking and gives you the number of commissions and their value.
Finally, click on the button Execute rebooking.
In the window that opens, click Yes if you definitely want to carry out the rebooking.

Members

In the tab Members, you will find an overview of all team members. You will see if payouts are held back for a member, who the sales manager is, who can receive payouts from Digistore24, who can approve commissions, and which member processes which case types and in which languages.

As a sales manager, you also have access to the payout factor, and as a team admin, you have access to the manager commissions. Normal members cannot see these values.

Sales managers or team admins can edit a member by clicking on the pencil icon or delete a member by clicking on the X icon.

You can also add new members as a sales manager or team admin. To do this, the members must already have their own Digistore24 account.

Click on the button Add members.
Enter the Digistore24 ID of the member you want to add. You can also add multiple members here at once.
If you would like to activate the members immediately, select Yes for Active.
For Payout factor, you determine what percentage of the total commission the members should receive. The field provides you with the option of rewarding a beginner differently from the rest of the team.
If you are team admin, you can appoint the member as a Sales manager. This way, you involve the member in the Manager commission, and you can specify the amount for this in the field that opens up.
Specify the amount of the Manager commission here.
Attention

The manager commission is deducted from your net earnings and not from the total commission. In addition, the manager commission is calculated separately from the payout factor. The basis for the percentage is the commission that is paid to the team members.

Example
The team makes sales for 1000 euros net. If the initial team share is 10%, the team will now receive a 100 euro commission. If you have a manager commission of 10%, the sales manager receives 10 euros, and you as a vendor receive 890 euros net.
For Can receive payouts from Digistore24, select Yes if it is a freelance member. However, if the members for whom you are adjusting the settings are employed by you, select No. This way, you avoid having to pay social security contributions; in this case, you have to pay the commission as part of the payroll.
For Can approve commissions, you can grant this right to the member. This is sensible if you have decided that commissions require approval.
If you click Yes for Can set affiliates for orders, the member can ensure that an affiliate is paid when a customer can be traced back to them.
If a customer has already placed an order, grant the member the right to change the affiliate of the order by activating the setting Can change affiliates for reservations.
For Can process case types, select all case types for which the member receives a telephone ticket. For example, you can create a team that is only responsible for cancellations.
For For languages, you can specify in which languages the member can make calls.
For Overwrite members, specify whether the settings that have just been adjusted should overwrite older settings.
Finally, click the button Add members.
If you added them successfully, you will receive the following green message.

Please pay attention to the note on legal advice.