How to process a call from the Unprocessed list
Table of Contents
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1. Expand the Accordion View
Click on the "Open" button at the top of the accordion view to expand it.
2. Open the Unprocessed List
Click on the Unprocessed list (the red rectangle) to open it and view your unprocessed calls.
3. Click on the Call and Listen to it
Click on the phone number listed to open the call card and process it. Then, click on the little play button to listen to the call, to determine how to disposition it.
IF THE CALLER IS A LEAD: Go to Step 4
IF THE CALLER IS A CUSTOMER: Go to Step 6
IF THE CALLER IS NEITHER: Go to Step 8
4. Disposition the Call (Skip this Step if the caller is not a lead)
After listening to the call, if the caller is a lead then you will use this step. Just click on the "New or Existing Lead" button.
5. Edit the Card and Save
IF THE CALLER IS AN EXISTING LEAD: the lead's information will automatically populate on the screen, and you will see all their previous notes and points of contact. You can add a new note regarding the call, then scroll down to the bottom and click the Save button, and the call has been dispositioned!
IF THE CALLER IS A NEW LEAD: the lead card will come up blank, like pictures above. Just fill out the lead card, select the appropriate inventory, and click the Save button at the bottom of the card, and the call has been dispositioned!
6. Disposition the Call (Skip this Step if the caller is not a customer)
After listening to the call, if the caller is a customer then you will use this step. Just click on the "Existing Customer" button.
7. Edit the Card and Save
IF THE CUSTOMERS CARD SHOWS UP: Add a note to card regarding the content of the call, scroll down to the bottom of the card and click the Save button. Success, the call has been dispositioned!
IF THE CUSTOMERS CARD DOES NOT SHOW UP: This means that the customer called in on a different number than the one associated with their account. Simply click on the "Change Customer" link and search for the customer, and then click the "select" link. This will associate the new number with the existing customers account. You can then add your note regarding the content of the call, scroll down to the bottom of the card, and click the Save button. Success, the call has been dispositioned!
8. Disposition the Call (if the caller is not a lead or customer)
If the caller is not a lead or a customer, then you can disposition the call as "Other" and this will remove the call from the list. This can be used if it's a sales call, a wrong number, or anything else that is not storage related.
Note: To select a specific reason for marking this call as other, you can click the drop down arrow on the right end of the "Other" button and select the appropriate reason.
9. Move on to the Next One!
After you have dispositioned the call, you will be brought back to the main screen and the call will be removed from the unprocessed menu. You have now successfully processed your first call from the unprocessed list!