There is no clear attribution after the leads come in, and it is easy for multiple people to contact the same customer or no one responds for a long time. Assignment rules need to reflect team capabilities and also accommodate leaves of absence and staff changes.

First clarify the issues and conditions

Assign according to regions, products, sources and personnel’s order-receiving status, set the claiming period and re-assignment conditions; retain the time, reason and responsible person of each transfer.

Integrate rules into actual processes

For example, leads consulting on specific industry solutions can enter the corresponding business group, and enter the public queue if they are not claimed within a timeout, instead of being silently left under the name of an employee.

Check with specific scenarios

Test with repeated clues, no one on duty, resignation of the person in charge, etc.; at the same time, check whether the ownership conflicts after the customer merger, to avoid that the rules are correct but the merger process will cause multiple people to follow up again.

Check the processing results item by item

  • The allocation rules should be able to explain the results.
  • When the person in charge clicks on a clue, he can see whether it is in his name due to region, product direction or rotation order. There is no need to rely on guesswork when disputes arise.
  • Leave and resignation information should preferably come from clear personnel status, and employees should not continue to receive clues after deactivating their accounts.
  • Public queues should be set up with collection and abandonment records to prevent multiple people from claiming at the same time.
  • For situations where the customer already has a person in charge but adds another requirement, collaborators can be assigned and the ownership of the customer body should be kept clear.
  • After modifying the rules, preview the proposed allocation results of a batch of historical clues to check whether the load of a certain group is too high.
  • What really needs to be focused on is timely acceptance and ongoing follow-up, rather than each employee receiving the same amount.

How to review before and after going online

The load judgment can refer to the current matters to be followed up and the status of orders that can be received, not just the cumulative number of leads. After the clues are transferred to the collaboration group, specific responsibility for receiving them should also be assigned to prevent everyone in the group from thinking that others have already handled it.