- Oct 26, 2017
- 4
- 1
- First Name
- Elizabeth
In a BDC it is hard to round robin but it is hard not to. You have to give everyone the opportunity to make a living and staffing can be very difficult. Unfortunately sometimes we need the body. Regardless, lead response time is the biggest driving factor in winning the appointment. We set up a rule that we will round robin however if the lead is in there longer than 5 minutes anyone can get it. You then have to balance the percentages. If someone has a lower appointment percentage try to understand why. Sometimes it is because they aren't doing the right thing but sometimes they may be working to many leads. If a rep has to many leads they can't get their follow up done. There is a lot that goes into this but I would start with lead response time.