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- Mobile App -Mobile app with desktop-grade features was designed to ensure that the WFH requirement was seamlessly fulfilled and there were no gaps when it came to productivity.
- Lead Recycle Rules -The leads that are uploaded are categorised into 2 priorities, High and Low. The High priority leads are given preference by being dialed first. In case the call goes unanswered, the rules are in place to make a total of 3 attempts in a day and not more than that.
Features (Cont...)
- Predictive Dialing - The leads that have been uploaded are automatically dialed with preset parameters such as dialing speed which ensures a gap between 2 calls that are made to allow the agent to record any remarks of the current call and be prepared for the next one.
- Agent Mapping - All the agents are assigned a City and a Product. The leads that are uploaded automatically get filtered and assigned accordingly to the agents for which the parameters are fulfilled.
- LMS -A panel was created to manage all the leads that are uploaded and for easy tracking of what all is being done and how the leads are being processed.
Features
- We created a custom solution comprising of two parts -
- LMS (Lead Management System)
- Mobile Application (The panel where agents will login through their mobile phones)
- The LMS (Lead Management System) comprises of a panel where the supervisor is able to upload the leads, manage the leads / lead lists that have been uploaded and get a live status update on the work that is being done on them and by which agent.
- When the agent logs in, they receive the list and the automatic dialing starts.
- Once the call is disposed, the details are sent back to the LMS along with all the details of the call.
The Solution
- A solution was needed where automatic outbound calling was to be done based on 2 parameters-
- City Wise
- Product Wise
- The agents are present in remote locations and the client requires a WFH solution.
- The leads will be uploaded and then automatically shared to agents who are mapped to that specific city and product.
- The leads that were to be uploaded have to be managed and live reporting of the same is to be done.