Sometimes it's hard to manage unprocessed leads, prioritize callbacks, and optimize workflows. This guide offers actionable steps to address these issues. It also covers strategies for managing multiple contacts, prioritizing leads with Quicklists, optimizing dialer behavior for low contact rates, configuring role-based dialer settings, and using the Fast Track feature to prioritize selected lead lists and optimize campaign performance.
Overview of lead statuses and callback prioritization
In Adversus, callbacks always take priority over unprocessed leads. The prioritization order is as follows:
VIP callbacks
Private callbacks
Shared callbacks
Unprocessed leads and redials, as determined by the Lead order in account settings.
This behavior is by design to ensure callbacks are handled promptly. However, you can manage unprocessed and redial leads effectively while adhering to this prioritization.
Strategies can help limit callback prioritization
When setting up a Strategy, you can choose how to prioritize callbacks across campaigns. This does not overwrite the prioritization order as described above. But it does mean that even if the account has Prioritize callbacks across campaigns turned on, you can ensure that you don’t get callbacks on the strategy unless the callback is on the campaign you are actively calling.
You can also disable callbacks entirely within a strategy to focus solely on unprocessed leads.
If you need your agents to prioritize unprocessed leads over callbacks, consider setting up a Strategy and have them call through it.
To prioritize callbacks that an agent owns from campaigns outside the strategy, set the strategy's Callback mode to Prioritize callbacks across all campaigns. Then use the Callback types to prioritize setting, which is displayed when this mode is selected, to choose which callback types to prioritize.
Troubleshooting Common Issues Using Fast Track for Selected Leads
If callbacks and redials seem to take priority over unprocessed leads even after selecting Unprocessed leads first, verify the following: To prioritize a specific list of leads, use the Fast Track feature. This method moves selected leads to the front of the calling queue without altering their status or contact attempt count. Here’s how:
Navigate to the Warehouse Leads section.
Select the leads you want to prioritize.
Use the Fast Track option to make these leads available for calling immediately. Fast Track adjusts the “next call” time for the selected leads, ensuring they are dialed first.
Check which lead order is selected in the account settings.
Confirm whether "Prioritize callbacks across campaigns" is enabled.
Dialer Queue: The dialer preloads a queue of about 100 leads that must be cleared before it dials newly added leads. Understand that the dialer’s preloaded queue may delay dialing newly added leads. Proactively adjust the lead order in account settings to prioritize unprocessed leads, ensuring they are called first.
By addressing these factors, you can optimize lead management and handle unprocessed leads efficiently. Additionally, consider using the Fast Track feature to prioritize specific lead lists, Quicklists for flexible prioritization, predictive dialers for low-contact-rate lists, and role-based settings to enhance campaign efficiency and agent workflows.
Managing Multiple Contacts and Appointments
When multiple agents call multiple contacts within the same company, avoid duplicate outreach and ensure efficient scheduling. Here are two approaches:
Single Record per Company (Recommended):
Create one lead or record per company and include multiple contact person fields within that record.
Agents work from the same company record, ensuring that once a meeting is booked, all agents can see it and avoid duplicate outreach.
This approach makes the company-level status visible to all agents and minimizes the risk of duplicate bookings.
One Lead per Contact:
Create individual leads for each contact within a company.
Use automation to flag or close other leads from the same company once a meeting is booked.
Note: This method carries risks, such as agents calling before automation syncs or booking meetings during private callbacks.
Lead Prioritization Strategies
Agents can prioritize which leads to call without requiring per-agent segment control by using Quicklists:
Navigate to the Leads section and create a Quicklist of high-priority leads.
The dialer dials these leads first, allowing agents to manage their calling order effectively.
This method doesn't change segment activation but adds flexibility in prioritization.
Dialer Optimization for Low Contact Rates
For lists with low contact rates, using the predictive dialer is recommended:
The predictive dialer calls multiple contacts simultaneously to maximize agent talk time. This tool is particularly effective for improving efficiency on low-contact-rate lists.
Role-Based Dialer Behavior and Permissions
For manager-type users, the dialer exits after saving a lead because their role is designed for occasional calls. To enable continuous calling:
Change the user type to "Agent" while retaining Admin rights through Permissions and Roles.
Ensure the Admin role remains selected after switching the user type. This configuration lets managers make continuous calls while keeping their administrative capabilities.