Online degree programs rely on rapid and efficient call center operations to engage prospective students. The company's legacy lead management process lacked automation for prioritization and real-time assignment, resulting in delays and inconsistent handling. Decisions was selected to implement a rules-driven lead scoring, prioritization, and pop notification system to streamline call center operations.
Challenge
Before adopting Decisions, the company faced several key challenges:
- Manual or semi-automated lead routing reduced call center efficiency.
- Advisors lacked real-time notifications for leads, leading to missed opportunities.
- Scoring and prioritization of leads required complex logic tied to Salesforce and VOIP interactions.
- Tracking lead dispositions and integrating results back into Salesforce was error-prone and time-consuming.
Solution
Decisions implemented a lead popping and prioritization solution:
- Lead Scoring & Prioritization: Rules engine calculates lead scores based on business logic and prioritizes the queue.
- Pop Notifications: Advisors receive pop-up notifications with lead details, including name, contact information, and program, along with a visual countdown timer and audio alerts.
- Integration with VOIP & CRM: Integrated with TalkDesk VOIP and Salesforce to manage calls, dispositions, and lead updates.
- Disposition Handling & Rules: Dispositions update lead status and ownership in Salesforce in real time. Non-contact attempts trigger re-prioritization and delayed follow-ups.