Inbound calls from unknown numbers
Posted: Wed Dec 19, 2007 1:03 pmWondering what everybody does to deal with this:
When agents call and leave a message for a lead, and that lead returns the call from an unknown number, or a number we do not lookup from. They fill in the customer information and then mark as XFER/SALE. Unfortunately this customer has another lead_id that is still marked as answering machine, and next reset will be called again. Customer then complains they are already 'signed up' and wonders why they are getting another call in 1 week or so.
Our suggestion to the Manager was to have the agents record something about the new lead to allow the manager to lookup the lead, and track down the original lead id to change its disposition. Response was that he can't waste time doing this 80+ times a day. So I figured maybe I was coming at this the wrong way and everyone else out there might have a better process for fixing the original leads disposition.
Thanks
When agents call and leave a message for a lead, and that lead returns the call from an unknown number, or a number we do not lookup from. They fill in the customer information and then mark as XFER/SALE. Unfortunately this customer has another lead_id that is still marked as answering machine, and next reset will be called again. Customer then complains they are already 'signed up' and wonders why they are getting another call in 1 week or so.
Our suggestion to the Manager was to have the agents record something about the new lead to allow the manager to lookup the lead, and track down the original lead id to change its disposition. Response was that he can't waste time doing this 80+ times a day. So I figured maybe I was coming at this the wrong way and everyone else out there might have a better process for fixing the original leads disposition.
Thanks