Devoted to the call center industry, the agents on the phones, and their managers

There are many different ways to generate new customers.  One of the prime activities of many call centers focuses on lead generation.  Here are some tips from Brian Laughlin about how to track and classify your lead generation activitities:

Activities would be tracking the sales person's activities. This is important in the following ways: Managing sales people, knowing your numbers, understanding best times to call, more intelligent queries can be built saving sales person and organization time, shared leads within an organization among other things.

I would suggest the following categories for tracking lead activities.

• No Action
• Called no Message
• Left Message
• Spoke with Decision Maker
• Emailed
• Appointment Set
• Met with Decision Maker
  

This is very powerful and can lead to many other features that create tremendous value. I'll give a few examples how this can be used.

1.Holding sales staff accountable.
2.You can purse lead lists automatically. I.e. Days old + # of attempted contacts then delete.
3.You can troubleshoot poor performance or model best practices.
4.You can design queries from this that will prioritize your leads and can be leveraged into even better intelligent systems when status tracking is added.
5.Sales people can work off activity goals and easily see their results. Fun things like score boarding can be easily implemented showing who's doing the most when.
6.More intelligent automated marketing campaigns can be created.
7.You can hit % of clients surveyed numbers easily.
8.It's nearly limitless in what value you can derive.