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How to balance out fresh leads and retry

Our dialler behaviour is fresh data take priority over retry data. I have an issue when fresh leads are huge say thousands it keep calling fresh data without calling retries. Is there any method how to balance blended fresh lead and retry data in queue?

Would like to know what would the best practice
Would like to know what would the best practice to balance out fresh leads and retry regardless any systems?

Consultant

Polly Curtain Call Centre Consul

Priorities to the rescue
Hi Erwin, we use Dynamics Telephony and dynamics CRM workflows to achieve this so I am not sure what your CRM-Dialer combination can do. anyway, here is what we do
- We assign a priority to fresh leads - say 70 (1 is most important)
- We assign a priority to each Outcome/disposition - usually in the 90-100 range
- We allow the agent to assign dispositions of higher priority if they feel the lead is better than the typical "Fresh" lead - 60
- We also change the priority of "Fresh" leads if they go beyond a certain age

So the key is having a priority number per lead and re-evaluating that based on agent input and time

Hope that helps,
Polly

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