Call Centre

What does it do?

The call centre functionality allows leads to be put on hold in the platform for a call centre to manually verify the data before being sent to the end client

Who would use it?

Publishers and Agencies

Why would clients find this useful?

The call centre functionality is there to enable the call centre users to log in to the platform to review and validate/invalidate leads before being sent to the client.

An example of how it would be implemented?

In the set up you can select call centre option this must be set to Yes

Once this option has been switched on an additional column will add to the table called Contact Status along with telephone becoming a default in the table view

When call centre validation is enabled all leads will be held until the lead had been confirmed or rejected. For call centre users only leads that are valid or have been flagged as valid will display.

For example on the lead that is valid or has the 2nd check of valid will display.

Admin View

Call Centre View

When a call centre user logs in they will have the option to mark leads as Unconfirmed, Confirmed or Rejected.

Example of marking leads a valid:

This will automatically flag the 2nd check as valid and integrate the lead

Example of marking leads as Invalid:

This will automatically flag the 2nd check as invalid and remove the lead record from the listing (as you can see the lead id 66507 is not visible)

Example of marking leads as unconfirmed:

The user can mark a lead as unconfirmed a number of times before the lead will be unactionable the default configured is 5 (this can be changed on the enterprise level)

Admin, agency and call centre user will also be able to filter the leads:

on the number of call and the contact status