1) Call back Quaratined Data Leads
Set filters
- Left Navigation -> Injury -> Review
- Top Navigation -> “Daily validations” -> Press “Load” (this will isolate the records that passed knockouts)
Actions
- Decline any obvious bad phone, e.g. such as ###-555-1212 or ###-666-6666
- Flex -> Load Lead -> Outbound Dial -> if the user answers, press “check coverage” and if user is ready to speak with a law firm now then attempt warm transfer; otherwise process as a data lead
2) Call back “No Injury” Leads that Actually Had Injuries
Set filters
- Left Navigation -> Injury -> All
- Top Navigation -> “not injured and unsold” -> Press “Load” (this will isolate the records that passed all knockouts except said they are not injured)
Actions
- Open each individual lead and read the “Case Description”. If the case description describes an injury then click “Edit Lead” -> change Physical Injury from “No” to “Yes”
- Flex -> Load Lead -> Outbound Dial -> if the user answers, press “check coverage” and if user is ready to speak with a law firm now then attempt warm transfer; otherwise click re-process as a data lead with automatic process
3) Answer Inbound Calls
Actions
- Flex -> Answer inbound calls
- Check coverage -> Transfer Call or Post Lead -> Complete Call