LTC Process Explained
FIRST:
Agent prequalifies and then schedules appointment with customer. After that, agent webforms the customer information and transfers the call to Live Transfer (LT) team.
If lead IS live transferred:
If everything is perfect, lead will be confirmed right away and results will be posted as soon as possible. (Usually about 10 minutes after transfer)
If there is something wrong with the lead, LT will try to schedule a callback for themselves later in the day to fix the appointment. They will hold on to the lead all day if necessary. If customer needs a callback on a different day, lead will be rehashed.
If lead IS NOT live transferred:
LT will call back to confirm appointment.
LT will call 3 times to try to confirm, if contact is not successful lead will be judged based on agent recording.
If lead sent is as an IA, it cannot be pushed through per recording and will instead be called all day until appointment time.
AFTER TRANSFER TWO MORE STEPS:
Submit "Wixsite webform" using the link found on their lead tracker named "wixsite webform."
Manager/TL needs to add lead details onto lead tracker so we can post results.
IF YOU NEED AN UPDATE ON ANY LEAD SUBMISSION: Message Chris (googlebiz1) or Sara (live:sara.osorio_2) on Skype and they can provide updates.
REHASH:
Once a lead is submitted it CANNOT be called back unless Sara or Chris specify otherwise. Our rehash team will try to fix and reset these leads. Any leads that are reset by our rehash team and DISPATCH are billable for 50% credit by original agent. Sara or Chris will provide updates of when rehash leads are reset.
INSIDE SALES:
Leads that are scheduled for inside sales means they are scheduled for a phone consultation. These leads are not qualified for a regular dispatch but are given a second chance to see if they can be sold over the phone. If inside sales is successful in selling over the phone, original agent will receive 100% of the credit. Sara/Chris will provide updates of when inside sales leads are sold. *These leads have a low turnover rate*
**Results are normally posted the same day, if not the next business day morning. If your team submits a lead and you would like to know why results have not been updated yet, message either Sara or Chris and they will gladly check for you.
