Call Attempts
How many call attempts does a storm door only lead receive?
No call attempts, only text.
When reviewing the lead, what needs to be checked before calling outbound?
What is call checklist.
What are some best practices for our MS team channel?
Check for updates multiple times a day, make certain notifications are turned on, reach out directly to a coach w/ IT issues, and always react (thumbs up) to updates.
The first text attempt is based on what?
Project type
Why is crucial the same lead is not sent to a CC/dealer and RbA?
Poor customer experiences, causes confusion and does not set the CC/RbA up for success.
Where can you locate the attempt chart? How often should you use the chart?
OneNote, texting, attempts chart. Always have the chart open
Why do we check activity and messaging sessions on each lead?
1)to determine how many OB attempts are placed and if we can call or text
2) if the previous caller left notes
3) to review the messaging session history: identify if we missed a homeowner text and the next text to send
What happens if you forget to assign the lead to your user when converting or sending a lead to RbA? And, what happens if this step is missed after Not Qualifying a lead.
Will not receive incentive credit. If NQ'ed lead will be left in the active queue.
If you're on a call and work items are routing through omnichannel (omni-channel is dinging at you), what should you do?
Accept the work items until your at capacity and address once the IB call is finished
Why is it important to refrain from sharing the solutions until the contact information is captured/verified and the project is qualified?
The lead might be out of territory, project might be out of scope for AW or RbA. Wait until the solutions and be vague "we have local preferred solutions".
If the lead was called on at 9 AM, texted at 9:01 AM and the lead comes into the queue, what are your next steps?
What is call on the lead and set a 24 hour callback.
What is CC Campaign and how does this impact lead assignment?
Lead campaign funded by the CC and specific CCs receive priority to the leads
What is our objective on IB?
To generate leads for our channel partner (conversion) while providing a good customer service experience.
When you're calling outbound as a best practice when should you send the text?
During the voicemail
How many rings do you have before an IB call routes to another agent and why is answer rate important?
1-2 rings at most. To ensure we are answering calls promptly
When would a lead only receive a text attempt?
If the project is for replacing 2 casement windows, 1 entry door with installation in Bayport MN 55003, what is the project solution?
RbA
What are (2) lead sources would we not offer RbA on?
What is RbA lead share program and RbA out of territory.
If a lead comes into the queue on the 2nd attempt, a call was placed but the previous agent forgot to send the 1st attempt text, how do you proceed?
Call the lead, send the 1st attempt text, and set a callback for 24 hrs.
Why do we prioritize replacement leads for RbA? And where is the solution criteria located?
Enterprise decision, offers a better homeowner experience for replacement projects. Criteria is located in OneNote.
How do you identify outbound attempts? How many attempts within 24 hrs and what if the lead is in FL?
What is the Activity section and Messaging Session History. 3 OB attempts and only 2 attempts in FL.
What needs to be filled out before converting or sending a lead to RbA?
All fields related to the project pane information (property, project details, installation services, and questions/comment section), qualification method and reason not sent/set for RbA.
Why is efficiency important to the customer experience and your success? And what is the expectation for release, aftercall work and answer rate?
Answer calls quickly, speed to lead (follow up with homeowner quickly), generate lead opportunities efficiently, and incentive performance.
20% release, 12% after call work, and answer rate 95% or above.
What happens if you forget to close out of a messaging session and what happens if you decline an incoming text or let it time out?
It causes the lead to go into limbo impacting the customer experience and the team is unable to access the lead's texting history if another agent has the messaging session open.
Why is it important to result your call right after the call ends? And what happens if you result the call after selecting "Assign to Queue"?
Call results are tired to recycle logic.
If you result the call after assigning the lead to queue it will continue to loop potentially never coming back through omni-channel, or come back into queue right away.