Your Leads, Your Rules

You may be using agent owned leads for at least some campaigns in your call center. It’s important to remember your agents don’t actually own the leads. Whether it’s just making sure the scheduled callback comes back to the correct agent, or if you’ve got a CRM integration where the same agent is expected to work the same lead, you may need to reassign those leads. Continue reading Your Leads, Your Rules

Better Know Your Leads — Outbound Dialing Part 2: Preview Dialing

preview your client informationDo you know who your clients are? Do your agents? In some outbound dialing campaigns, it’s critical for your agents to know to whom they are speaking before they’ve said “Hello.” The leads are distinct enough that the agent needs to familiarize herself with the particulars of this particular contact before clicking “Dial”. In some cases, this may mean a few minutes of study. Continue reading Better Know Your Leads — Outbound Dialing Part 2: Preview Dialing