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Completing a Scheduled Follow-up Call

Owned by Patrick Hauser (Unlicensed)
Last updated: Jun 14, 2023
3 min read

 

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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-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.