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Five9 Dispositions

Five9 Dispositions. 12/12/2013. As a reminder…. In order to end a call and allow you to make or receive new calls , you must click Set Disposition . Set Disposition. As a reminder…. IMPORTANT:

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Five9 Dispositions

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  1. Five9 Dispositions 12/12/2013

  2. As a reminder… In order to end a call and allow you to make or receive new calls, you must click Set Disposition. Set Disposition

  3. As a reminder… IMPORTANT: The dialer will NOT allow you to move past your current call until you set a disposition, even if you’ve already ended the call.

  4. As a reminder… Clicking Set Disposition will display a drop-down list of dispositions or call outcomes to choose from.

  5. As a reminder… IMPORTANT: It is critical to the proper function of the dialer that you choose the appropriate disposition for your call. This also allows us to track lead quality.

  6. As a reminder… • Below is a current list of dispositions you will see:

  7. Disposition Groups Dispositions fall into one of 3 categories: • DNC • The lead is added to the Do Not Call registry • No future dial attempts will be allowed • Final Dispositions • Removes the lead from the dialer queue • The phone number may be dialed manually at any time • Redials • Automatically redials the lead within a specified time frame for a specified number of attempts depending on the disposition • Leads will automatically be removed from the dialer queue after 10 total redial attempts (except for Scheduled Callback)

  8. DNC Dispositions Add to DNC List Five9 has only one designated DNC disposition. If a customer requests to be placed on our Do Not Call list, use Add to DNC List. The system will automatically take care of the rest.

  9. DNC Dispositions IMPORTANT: It is imperative that we comply with any request to be placed on the DNC Registry. Add to DNC List

  10. Final Dispositions App Started When you start an application that has NOT been signed and submitted to the carrier, use App Started as the disposition.

  11. Final Dispositions App Submitted If you have fully completed an application and all signatures are complete and submitted to the carrier, use App Submitted.

  12. Final Dispositions If you have scheduled an appointment using Five9’s Medicare Appointment Form (via Manual Connector), use Appointment Set. Appointment Set

  13. Final Dispositions If a customer does not currently qualify for any available options, use Ineligible. Ineligible

  14. Final Dispositions In order to refer an opportunity to one of our local field offices for whom you are unable to schedule an appointment, use Local Agent Call Request. Local Agent Call Request

  15. Final Dispositions When customers indicate they are not interested, use Not Interested. NOTE: “Not interested” is not the same as “Add to DNC List” Not Interested

  16. Final Dispositions When a customer simply requests a quote without starting an application, use Proposal Sent. Proposal Sent

  17. Final Dispositions For any inbound caller (or outbound lead call that reaches the intended party) who would like to be called back later, use Requested Callback. Requested Callback

  18. Remember… Callbacks may be scheduled manually at any time by clicking the Set Callback icon at the top of your window.

  19. Final Dispositions If referring an opportunity to another call center agent (i.e. screeners transferring a call), use TFR to Agent. TFR to Agent

  20. Final Dispositions When doing any kind of follow-up with an existing opportunity even if leaving a message, use Working Opportunity. Working Opportunity

  21. Final Dispositions When working an outbound lead campaign with a wrong number, use Wrong Number. Wrong Number

  22. Redial Dispositions The following are Redial Dispositions: Redial Dispositions will trigger Five9 to redial an opportunity automatically at a specified time. If answered, the dialer will automatically route the call to the next available agent. This auto-redial feature is generally enabled for outbound campaigns only.

  23. Redial Dispositions Call Dropped will cause Five9 to redial an outbound lead in ten (10) minutes for a maximum of two (2) times per day. Call Dropped

  24. Redial Dispositions Left Message will cause Five9 to redial an outbound lead in forty-eight (48) hours. Left Message

  25. Redial Dispositions No Message Left will cause Five9 to redial an outbound lead in two (2) hours for a maximum of one (1) time daily. No Message Left

  26. Redial Dispositions Scheduled Callback is used in place of Requested Callback for outbound campaigns onlywhen the party reached is not the intended personand has asked for a callback at a later time when he or she will be available for your call. Scheduled Callback

  27. Redial Dispositions Scheduled Callback will give you the option to choose a pre-set callback time or to schedule a callback in the system. If a specific date and time is not set, Five9 will redial in 2 hours. These scheduled callbacks are tied to the system, not to the agent. Scheduled Callback

  28. Important Reminders • Dispositions affect • Lead data which translates into lead quality • Sales Support activities to follow up on your leads • Always comply with DNC requirements • Use Add to DNC List when requested • “Not Interested” ¹ Add to DNC List • Know the difference between • Proposal Sent (quote only, no application) • App Started (application, no signature) • App Submitted (complete application at the carrier)

  29. Thank you! Please go to www.five9.com for additional resources, instructions, and details.

  30. Questions? • For questions about this presentation, contact: • Joshua De La LuzSales Trainerjdelaluz@insphereis.com817-255-6631

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