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Requires Assistance or To Be Managed by Call Centre or Fields Are Incomplete or New Product Is Required | PDF | Call Centre | Software
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Requires Assistance or To Be Managed by Call Centre or Fields Are Incomplete or New Product Is Required

The document outlines the lead origination, farming, and decision-making process, including the various channels leads can come from both online and offline, how leads are assigned to call centers or agents, and the steps taken for data validation, decisioning, and closure. Key parts of the process include de-duplicating leads, checking for data conflicts, using a rule engine and business requirements to make assignment decisions, and integrating data between different systems in real time.

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manojjshah
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57 views1 page

Requires Assistance or To Be Managed by Call Centre or Fields Are Incomplete or New Product Is Required

The document outlines the lead origination, farming, and decision-making process, including the various channels leads can come from both online and offline, how leads are assigned to call centers or agents, and the steps taken for data validation, decisioning, and closure. Key parts of the process include de-duplicating leads, checking for data conflicts, using a rule engine and business requirements to make assignment decisions, and integrating data between different systems in real time.

Uploaded by

manojjshah
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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LEAD ORIGINATION LEAD FARMING AND ASSIGNMENT LEAD DECISION AND CLOSURE

Branch Call Centre

On ground External With all fields


Offline
event/activation Data (including
Integrators customer
interest)
Assignment
----------------
Preapproved/ STP
OPEN API -Direct If choice is:
Upload Stand alone
------------- -Assisted requires assistance or
lead
Fields: to be managed by call centre or
Mandatory Agents fields are incomplete or
Website M1 new product is required
M2 Call centre
M3
Asset M4 Incomplete Sales Tab
M5 Talisma Data (Decisioning –
App Optional Application + LOS)
O1 Different
O2 product
. required
. ----------------
Google .
Digital
On Closure
(only for call
Campaign Social centre)
Media If choice is:
direct or
New customer
Partners fields are complete or
(Third party) assigned to agents

Email
Dedupe Data from sales
(check Rule tab, to be pushed
Bureau SMS duplicates) Business Engine and pulled in to
Requirement (FICO Talisma as
and logics BLAZE) required in real
Employee Existing time
Referral SK customer customer
Incoming database
lead
From call
centre
Data
No conflict update
Check for data
Others (co- conflict Conflict exists Call centre contacts the
lending/ DSA)
customer for data validation

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