Suggested Call Handling Process

We have put together this guide on how you should best handle your incoming calls.

Prospect telephones your business

A prospect calls your business using a  Delacon call tracking number they see on your website.

New lead automatically created

A new lead object is automatically created  for all new callers using a call tracking number.

Call centre operator accesses the lead object

The caller’s telephone number or the unique  call ID is displayed on the telephone screen of the call centre operator. The call centre operator enters the number into the search field of Salesforce.

Open new lead object

The call centre operator clicks on the new  lead and uses the captured call data to guide the conversation.

Lead qualified or disqualified

The prospect is either qualified or  disqualified by the call centre operator. If the lead is qualified then the call centre operator should enter into the relevant fields the name of the  prospect, their company and then click convert. The call data associated with  the prospect is mapped through to the Account and therefore remains with the  prospect.

Repeat caller

If the same prospect telephones again, the  system will automatically match the telephone number of the caller with the  telephone number in the phone field. In this situation, rather than creating a  new lead, the system will create a new activity attached to either the Account  or the Contact. This new activity will be populated with the call data.

Accessing the activity of the repeat caller

The telephone number or the unique call ID  will again be displayed on the telephone screen of the call centre operator.  The call centre operator enters the number into the search field of Salesforce  to access the newly created activity, the account or the contact object.

Change Activity Task 

The new activity will have a default status  of In Progress. When the call centre operator is ready they should edit the  status from In Progress to Completed. The system will then automatically move  the activity task from Open Activities to Activity History.

Merging Duplicate Leads

If your Salesforce operators are entering leads in manually without waiting for the marketing Delacon call and you have duplicate leads with the same customer details- here is a way to merge the two leads together so that you can work out which marketing campaign drove the lead that resulted in an opportunity or a sale. Please be aware that only the Delacon marketing leads will contain tracking details so in an instance that duplicate leads do exists, it is best to merge them. To merge duplicate leads, please follow this quick-guide.