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This is for information only |
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. A ticket will need to be submitted for configuration assistance. |
Why was Advanced Inbound Pricing
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Key Features & Benefits
Enhanced Dialer Functionality and Comprehensive Call Logging: The dialer identifies and provides evidence of duplicate leads and if they met the timeframe to be billable, empowering the client to dispute unjustified charges from vendors. The Advanced Call Logs will keep track of the entire call process, including entry and exit points, blocked calls, and connect times, providing a clear picture of agent activity for the call, recalculating call duration based on actual connection time, eliminating misleading ring times.
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Prevents Duplicate Billing: Advanced Inbound Pricing ensures a lead is billed only once, even if contacted multiple times (unless it’s a dupe or has met the time for the lead to be reset to new).
Accurate Agent Attribution: It correctly assigns credit for the first contact to the first agent who interacts with the lead, regardless of subsequent calls. The User must disposition the call accordingly and meet the qualification times. The client can configure the system to attribute sales credit to specific agents or groups, ensuring accurate commission distribution.
Streamlined Billable Generation: Advanced Inbound Pricing automatically generates billable leads and assigns them to the corresponding agent without manual intervention post process.
Improved Agent Efficiency: By automating billing and avoiding browser issues, AIP allows agents to focus on lead conversion.
Configurable Duplicate Policy: The rule is a lead can only be billable once, however clients can configure a timeframe within which duplicate leads are considered non-billable (ie. 90 days from first contact), catering to specific vendor contracts.
Detailed Pricing History: Clients can track changes to pricing structures and their impact on individual calls as long as Pricing was configured on the Vendor Source to begin with.
Flexible Cost Updates: Advanced Inbound Pricing supports ingress or manual updates to pricing in real time. Vendors can update cost if given an ingress URL to post the cost of a call.
Outbound Lead Billing Control: Future enhancements will track Outbound calling to ensure the client only pays only once for outbound leads, preventing duplicate charges, tracking when the lead was purchased and when the lead was eventually called. (Note: Implementation details are pending)
Comprehensive Agent Attribution: The system accurately tracks agent performance based on sales, not just leads, providing a complete picture of their performance.
Manual Override Option: Clients have the flexibility to manually override pricing for specific circumstances.
Pre-Call Dialing Option: Agents can initiate manual outbound calls before meeting the minimum call duration (QT) to avoid lead charges. (Note: This process, while allowed on a one-off basis, is considered theft and should be reported immediately for investigation)created? TLD can track inbound and outbound calls and follows a 1Lead1cost process. This means that no matter how many times this Lead is contacted it can only be counted billable once. This can have a negative impact on the database as a whole since the client will want to contact that customer again to renew the policies or sell additional services and may want that call to count as billable again. This is especially useful when a different group answers the calls initially, such as a customer service representative. Configurations allow that the AIP and ACL will only credit the sale to the actual billable person and allow for manual calls before the QT to avoid Lead charges. (this must be closely monitored to ensure no fraud is being committed)
Because a Lead can only be billed once (unless the client accepts Dupe Leads) there needs to be a more clear and accurate way of tracking billable calls. The Agent CPA relies on this info and inaccurate tracking can Lead to incorrect numbers.
So how are billable calls determined? The standard rule is the first to answer the call (whether inbound or outbound), dispos the Lead, and meet qualification time gets credit for that first contact (if the dispo or QT time is missed the call will not count as first contact). The credit for first contact can be impacted by several things, including connection issues the agent might experience or if the ping doesn’t show that the call met the qualification time requirements.
This is where Advanced Inbound Pricing comes into play. The system will generate the billables and agent attribution after the call is completed with no agent involvement. This will avoid browser issues and will allow for the Lead to be considered billable multiple times based on dupe rejections settings and Lead reset parameters.
Since most vendor sources consider calls billable after xx number of days (90, 120, etc) the Advance Call Logs are configurable. Additionally, the ACL can look at the entire account, a specific subset of vendors, or just a singular vendor. Once configured the Dialer will be able to identify and process out dupes, providing the clients with evidence of the dupe in the Analyze Call section of the call logs. This will provide the client evidence of which call, who received it, and when it was received to fight any charges applied by the Vendor that shouldn’t have been.
The ACL will provide a fixed entry and exit point for each call received tracking connection time and not when the agent actually receives the call. It can also compensate for BATMAN. Pricing history can track any updates to inbound call pricing and document each change. ACL will also track the entire call flow, including internal or external transfers, under the TLD Call Log Flow. This flow will capture the actual call, what happened during the call, and any additional activity.