The Challenge
- Response time to initial inquiries is inconsistent and long
- Leads are assigned to an individual rep, resulting in telephone tag
- Limited weekend and evening hours to process inquires
- Seasonal staffing challenges
- Reps can "cherry pick" leads worked (i.e. subjective rejection of leads)
- Phone work is a job "dissatisfier" for reps and contributes to high turnover
- "Pull" vs. "Push" phone work process results in lower productivity
- Decentralized work is more difficult to monitor for quality and to deploy best practices
- Outbound call frequency and timing is haphazard
- Inconsistent reporting of activity effects data integrity