Work The Lead Tips & Tricks V.1

Editing your location information:

Sometimes the need to make immediate changes to where your leads are being e-mailed or where and when your calls are being warm-transferred arises. Work the Lead allows you to make these kinds of changes (and more) on your own through your Work the Lead account.

First, log into your Work the Lead account. Click on the link on the left side of the page that says Locations/Leads. You may have one Location, or you may have several. Each Location has a link that says View Location. Click on this link for the Location you need to modify. The next page will show you the current settings. To change settings, you can click on the link at the top of the page that says Edit Location Information.

The Name field allows you to change the name of the Location in the system. The Phone Number field is the phone number that your leads will be transferred to. The Address field is only for your reference; the system does not use it in any way, and CSRs cannot access your Location information (why do we even have address fields in Location Information?).

Below the Address field, you can see a section called Lead Delivery Preferences. We offer 3 different e-mail formats: HTML, XML, and ADF. The checkboxes represent whether or not a format is in use, and the boxes next to it determine what e-mail address(es) each format is sent to. XML and ADF are designed for computers to read, whereas HTML is designed for people to easily read. Most clients use HTML e-mails exclusively. If you want to add or edit an e-mail address, you can make the changes in the boxes. If you want the leads to be copied to multiple e-mail addresses, just separate each e-mail address with a comma. We also offer faxing of the leads for $0.25/lead (confirm this?). Just check the box next to the word Fax and fill in the 11 digit (including the 1) phone number of your fax machine. Once you're done making your changes, click Update. You'll be brought back to the information page for your Location.

It is possible to set up the Location so that it only receives leads from certain area codes or zip codes. To set up this filtering, click on the Add/Edit link in the Assigned Zip Codes area. On this page you can add the acceptable zip codes and area codes. You would then need to change your location to 0% in your campaign's Lead Distribution table and add another Location to take any other leads that may come in.

The next section is the User Name section. Here you can specify the username and password for this location. This is useful if you want to give a salesperson access to the leads, but not access to your entire account. Just click Change Login and enter a username of at least 6 characters, and an alphanumeric password with at least 8 characters. You can then give this username and password to your salesperson and they can log into Work the Lead at www.teledirect.com/client_login.asp. They will need to select the Work the Lead option before clicking the Log In button.

To change the hours during which we attempt warm transfers, you can use the Edit Business Hours link above the Business Hours section. On the next screen, you can specify when you are open and closed each day of the week. If you uncheck a box, that signifies that you are closed all day on that day of the week. The Lunch section enables you to specify a timeframe during your business day where we should not transfer calls. The Time Zone dropdown menu allows you to specify what time zone you are in. Once you're finished making changes, click the Update button. These Business Hours settings do not have any impact on cold transfers. Cold transfers are attempted regardless of the time of day or day of the week. However, we can set up your call script to accomodate certain business hours for cold transfers, but that is not something we recommend trying to do on your own.

The next section is Appointment Settings. This section only applies to you if you are setting appointments using the Work the Lead Appointment functionality in your call script. You can specify how far apart appointments should be, and how many appointments can be set at these intervals. To do that, just click Edit Appointment Settings, update your settings, then click the Update button.

Finally, we have the section called Closed/Holidays. This section allows you to specify certain dates and time frames on those dates that you will be closed (for example Independence Day). You just click the Edit Closed Hours link and enter the date that you will be closed. By default the whole day will be closed, but you can adjust the From Time and To Time if you wish. Once you're done specifying the date and timeframe, click the Add button. You can add as many Closed dates as you wish.

Please let us know if you have any questions or suggestions on how we can make Location functionality better. Thank you and have a great day!