This guide explains how to manually call a Lead when one is scheduled as an event in the Follow-up workflow.
Note: If your company doesn't subscribe to our CRM (lead) services, these instructions may not be pertinent to you.
Open Record from Follow-up List
Note: The specific Follow-up communication method is indicated under (B) Type in the Follow-up list.
· (A) Lead icon - Click to access the list of manual Follow-up events. This will automatically open to your Follow-ups list.
· (C) Open - Click to access the Lead card and proceed with the Follow-up call.
Before Placing the Call
· Review the Lead Record - Review the (D) script & any (E) notes to familiarize yourself with the Lead before placing the call.
Start Call
Note: If the primary phone number has been excluded from receiving calls, the system will automatically direct the call to a non-excluded number. If all phone numbers on the Lead's account have been excluded from receiving calls or there is only one number on the record, this Follow-up step will either be completely skipped or removed from your task list, depending on when the exclusion was created and a note will be added to the record indicating this happened.
· (F) Start Follow-up Call - Click to initiate the manual Follow-up call. If connected via computer, the call will immediately connect. If connected via one of the phone options, the system will dial your phone; answer and press 1 to connect. This will turn grey while connecting and on the call.
· (G) Start Follow-up Call dropdown - Click to access additional phone numbers (if available) associated with the account as well as call statistics for all numbers such as number of calls and each number's answer rate.
· (H) Next Follow-up - Indicates the next date (after the current scheduled Follow-up) a scheduled Follow-up communication is scheduled.
· (I) Information - Click for information regarding the next Follow-up event.
· (J) Delay - Click to delay the current Follow-up. Click here for a more detailed explanation on our Delay Follow-up feature.
Update Record
Notes are automatically updated to reflect the Follow-up communication along with the initials of the employee who completed the event.
· (K) Save - Click to save any updates made and to exit the Lead card.