AUTOMATICALLY RE-ASSIGN QUEUED AND NEGLECTED LEADS TO AVAILABLE SALES REPS

In a busy sales team, bottlenecks can develop very quickly.  Where inbound lead volume is high,  leads can get stuck in a queue, waiting for their allocated sales rep to finish processing the previous lead (or the one before that). But slow lead response times can kill any sales team.  Leads go cold quickly and if they are not responded to in a timely manner the potential for conversion will reduce dramatically.

In a high performance sales team, dynamic assignment rules are used to constantly check on queue times and agent workload. Q-assign can be configured to automatically re-assign any lead which has been waiting for X minutes – or even X seconds.  So, when an agent becomes overloaded, any leads stacking up in his or her queue can be automatically re-assigned to available agents.  Where there are multiple available agents, Q-assign can match the lead to the best-qualified agent, based on configurable lead and agent attributes.

By minimizing queue times, and therefore response times, lead throughput can be maintained, productivity optimized and overall team performance maximized.