Re: Lead Coordinator switch from intial call to follow up calls
We had similar issues. We had a team of about 15 agents, and we actually reduced their splits by 10% to pay for a full time "customer care coordinator".
Although we only saw about a 10% increase in productivity, the agents LOVED it because they spent FAR less time working leads - 85% to 90% of which would never turn into a sale or even an appointment.
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