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.
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.
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