Deploy this Salesforce Sales Cloud Best Practice – today
In a high performance sales team, Leads MUST be assigned to the best available sales rep – as quickly as possible. Allowing leads to be stuck in queues, be they actual Salesforce queues or virtual queues, will have a devastating impact on your conversion rates. For maximum performance, you should assign leads to logged-in reps only.
Out for Lunch!
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.
Hot leads go cold
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.
Availability is key
In a high performance team, leads should only be assigned to available, logged-in agents. Intelligent assignment apps, like 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.
Q-assign for Salesforce
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.
Q-assign is 100% native to Salesforce and is available on a free 30-day trial, from the AppExchange
