8 STEPS TO REVENUE RECOVERY. DEPLOY A STATE-OF-THE-ART LEAD ASSIGNMENT SYSTEM TO MAXIMIZE TEAM PERFORMANCE
ASSIGN LEADS ONLY TO AVAILABLE LOGGED-IN REPS, TO MAINTAIN THROUGHPUT AND BOOST PRODUCTIVITY
A rudimentary lead assignment system might assign leads to sales reps based on fair and even distribution, irrespective of the reps’ availability status. This means reps will continue to receive leads when they go to lunch, log-off for the day or are otherwise engaged. This ensures everyone gets a “crack of the whip” and no one needs to get overly stressed about missing out on their fair share of leads.
However, such a system is incredibly inefficient and damages the overall performance of the team. Leads which are in a queue, waiting for an agent to log back in, no matter how good or experienced they are, are going cold fast. Every minute lost decreases the chance that the lead will be converted.
In a high performance team, leads will only be assigned to available, logged-in agents. Q-assign can be configured to ignore unavailable agents and then to match the lead to the very best available agent out of all those that are logged-in. Fairness can be maintained using dynamic assignment rules, which take workloads, weightings, caps and quotas into consideration, prior to deciding on the final destination for each lead.
By configuring Q-assign to route leads to logged-in agents only, lead throughput can be optimized whilst productivity and performance are maximized, leading to better results all round.