Call Center- Priority Setting

Understanding the priorities of the leads pushed to the call center & manually setting high priorities of any specific lead.

You will get a quick snapshot of:

1. Lead flow as per priority

2. Manually setting high priorities for important leads

Lead Flow As Per Priority

Now the priority of the leads will be marked automatically in the CloudAgent portal depending upon the lead status. It will help in efficiently pushing leads to the call center so that the agents can contact maximum leads each day.

What will be the priorities for the lead?

The priority of any new leads will be set from 40 to 95 depending upon the source or the lead status. As per the priority, the lead will be pushed to the agent’s queue.

Following will be the priorities of the lead:

I. Site Visits or Face-To-Face Meeting- Priority 95

The leads having the event of site visits or face-to-face meetings will be pushed to the call center with priority 95. It will come to the agent’s queue with 1 minute of the start time.

II. Follow-Ups- Priority 90

The leads having the event of follow-up will be pushed to the call center with priority 90. It will come to the agent’s queue with 1 minute of the start time.

III. CC Lead Without Future Events- Priority 70

All the call center leads having no future events will be pushed to the non-agentwise queue with priority 70.

IV. Missed Follow-Ups & Site Visits- Priority 50 & 55

Missed Follow-Ups- If the lead is not called on the day & the follow-ups are missed, then it will be pushed to the agent’s queue on the next day in the call center with priority 50.

Missed Site Visits or Face-To-Face Meeting- If any site visit, or F2F are missed, then it will be pushed to the agent’s queue on the next day with priority 55.

The priority is set to 50 & 55 because it helps in pushing the leads (with the missed event) in between the agent’s queue on the next day without affecting their other leads for that day.

V. Non-Claimed Leads- Priority 50

If any leads that remain non-claimed will be pushed to the call center with priority 50. 

VI. Ignored Leads- Priority 40

Ignored leads were not pushed to the call center, but now all the ignored leads will be pushed with priority 40 to the call center at the end of the day.

A lead might come under ignored bucket because of miscellaneous reasons.

Manually Setting High Priorities For Important Leads

In the system, the leads can be automatically pushed only with the maximum priority of 95. However, the system also lets you manually push any particular lead with a priority over 95 through the dashboard. It is useful in cases when the manager or the TL wants to pursue any particular lead, then they can ask the Super users CC owners to increase the priority of that lead. 

Importance of manually setting high priorities for any lead:

• It can be done to pursue important leads with high priority.
• Only Super users & CC owners can manually set the lead priority from the dashboard.
• You can manually set the priorities of the lead from the ‘Claimed’, ‘Interested’, ‘Meeting Done’, ‘Visit Done’, & ‘Final Negotiation’ bucket.
• To avoid any errors, custom priority setting can only be done for leads from one bucket at a time.

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