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RETURN TO THE MAIN SUPPORT PAGE

This guide explains how to manually call a Lead when one is scheduled as an event in the Follow-up workflow.

Note

Italicized terms represent clickable icons on the specific screen being discussed.

Terms in blue are links to additional information about the described functionality. 

If your company doesn't subscribe to CallPotential's Lead Management services, these instructions may not be pertinent to you.

Open Record from Follow-up List - Note: The specific

follow

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.

    The list

    This will automatically open to your  Follow-ups list.

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  • (

    B

    C)

     Open

     Open - Click to access the Lead card and

    to

    proceed with the Follow-up call. 

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Before Placing the Call

  • Review the Lead Record - Review the

Lead record and

  • (D) script & any (E) notes to familiarize yourself with the Lead before placing the call.

  • (C) Script - Note any special directions or scripting that may have been customized by your management team.

Start Call

(D
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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. 

  • (

    E

    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.

  • (

    F

    H) Next Follow-up - Indicates the next date (after the current scheduled Follow-up) a scheduled

    follow

    Follow-up communication is scheduled. 

  • (

    G

    I) Information -

    Click to see the type of scheduled follow up.(H

     Click for information regarding the next Follow-up event. 

  • (J) Delay - Click to delay the current

    follow

    Follow-up. Click here for a more detailed explanation on our Delay Follow-up feature.

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Update Record - Notes are automatically updated to reflect the Follow-up communication along with the initials of the employee who completed the event.

  • (

    I

    K)Save - Click to save any updates made and to exit the Lead card.

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