Modified CRM Round Robin

[jscole86]

@Dan Sayer How does your group of stores ensure all sales calls are entered into the CRM? Do managers manually verify this by comparing TotalCX call logs with the CRM, or is it automated? I'm asking because you mentioned prioritizing hunt/queue routing based on close rates and appointments. Obviously, if reps selectively enter calls, that will inflate their metrics. We do it manually, but it's such a time suck.

 

[Dan Sayer]

@Dan Sayer How does your group of stores ensure all sales calls are entered into the CRM? Do managers manually verify this by comparing TotalCX call logs with the CRM, or is it automated? I'm asking because you mentioned prioritizing hunt/queue routing based on close rates and appointments. Obviously, if reps selectively enter calls, that will inflate their metrics. We do it manually, but it's such a time suck.

This past winter, we significantly improved our ability to track all calls with confidence by implementing TotalCX’s PBX system along with its tracking tools (InteractivTel/TotalCX/CallRevu/whatever they are now lol). Each salesperson has their own extension and direct inward dialing (DID) number. This setup allows us to track and record all inbound and outbound calls, including those made from extensions and DIDs.

TotalCX’s system includes AI-based call reviews, which tag “Opportunity” calls in its tracking dashboard. However, daily call reviews are more efficient using DriveCentric’s call log (TotalCX integration). DriveCentric automatically tags each call with the customer’s name (if they exist in the CRM) and the Deal Status, if applicable. Managers can quickly skim AI-generated call summaries in DriveCentric’s log view to bypass irrelevant calls like “where's my title” or “service didn’t answer, so I pressed 2.”

I encourage managers to build a habit of spot-checking calls rather than attempting to review every single one. Consistent spot checks often reveal recurring themes with individual salespeople, enabling targeted coaching.

Our team has a high success rate in capturing accurate contact details because we train them to say, “The number showing on my caller ID is XYZ ABC. Is this the best number to reach you?” This direct approach avoids overused scripts like, “In case we get disconnected, what’s the best number to reach you?” where a shopper can just say "don't call me". Are their opportunities to improve? Always.

 

[zande299]

I am wanting to implement some type of a "Merit Based" Round Robin in my CRM.

Say a store has 5 sales people and no BDC. All incoming leads go directly to the sales staff. 3 of the sales people do a great job of following up and rarely have more than a few open tasks in the system.

Sales Person 4 does a decent job, but not stellar by any means.

Sales Person 5 is horrible. He will do the bare minimum, usually does most follow up in 1 day each week, doesn't keep very good notes, etc..

A Round Robin will distribute leads equally among these 5.

I want to implement a Merit Based system where Lead Distribution is based upon the sales person CRM performance. I want the sales people that are the most likely to convert a lead to get more of them. That is not to say that #4 and #5 should get absolutely none. Just less.

Is anyone using this type of logic?
How are you scoring your sales people?
Does it work?

Please limit responses to the question. I understand that CRM Usage should be a condition of employment. This is not for my own store. It is for clients. These clients really don't need me to tell them to fire #5.

Organizing could really improve if someone put to work a merit based system. Truly, there is no absolute way to grade salespeople; all you have to do is monitor their effectiveness on their sales tasks by charting task accomplishment rates or percentages, follow up regularity, note clarity, and the extent of lead conversion. What you could do was assign a weighted score to each of these and apply it in making the necessary tweak on the lead distribution.