What are Agencies?
Agencies can be used to separate individual businesses under 1 primary account. This provides the agency with a greater lead pool and sales without the additional financial burdens.
Often Agencies are there for two purposes.
To Receive Inbound Leads from the Master Account along with the Master Accounts own agency and Business, as well as other Agencies
To Unify Reporting and Data Aggregation for Accounts that are more of a conglomeration of partnerships / downlines where the Master Account is providing TLD as a Service as well as Lead flow and data management and sometimes even Customer Service.
The account owners will hold the financial responsibility for Leads, DIDs, Seats, etc. as well as manage call and lead distribution. An Agency is meant to be used as a limited access Sub-account that relies on the parent organization to do most of the Account Management which includes the parent account being responsible for vendors, DIDs, users and overall configuration. Agency managers CANNOT make these customizations.
Agencies are similar to TLDialer User Groups, meaning that only 1 Agency can be added to an individual User within TLD. Agencies are often used with "TLDialer User Groups" because sorting by User Group and User Group Visibility gives a bit more flexibility on what the Agency User can see via their TLDialer User Group related to TLDialer only data. However, TLDialer User Group Filters can be used outside of an agency, but more often than not they are aligned.
How to Determine if Account is Using Agencies
The easiest way to determine if an account is using Agency Settings is by looking at the Users Section. If the User has a Black Bubble to the Right they are assigned to a specific Agency
Agency Abilities and Access
There are two separate Roles associated with each Agency; Agency Manager and Agency Agent. By default the Agency Manager will have limited access to the TLDCRM and only have access to Agency Specific sections/data. Any Agency Managers should also have the role of Agency Agent to ensure they have full access to data that may be limited to Agent only.
While the Dialer has built in limiters the CRM does not. This means that specific Agency abilities must be added to allow proper access. TLD User Groups can be used to keep abilities organized and uniform among Agents and Managers. Any abilities added to these Users must be Agency Specific, unless otherwise stated and approved by the Account Admins.
It is important to note that any roles or abilities (Admin, Manager, View All Leads, etc) beyond the Agency specific ones will give that individual access to all sections of TLD beyond Agency Specific data.
Agency Reporting
Agency specific reporting can be found under My Business at the top of the screen and, when Advanced Call Logs are enabled, can include Agency/Agent/Vendor CPA reports in addition to the Standard Agency Reporting options such as Agency CSRs and Agency Notes. (will need an TLD account to demonstrate this. Referenced client drop down until alternative is found)
A Note: For existing Clients that choose to merge into an Agency Style account the access and abilities they are used to will no longer be available. This will lead to dissatisfaction among previous clients that move to an Agency Model. Refer any Agency complaints to the account owner.
Agency Lead Ownership
As with standard Leads there can be multiple Agency Owners within a lead.
Examples include:
The Lead itself
Any callbacks
CSRs
Notes
Policies
It is possible for one Agency to receive another Agencies Lead based on Dupe settings. The client should have a standard process on how to handle these Dupes. What typically happens is an Agency will receive an existing lead that is being handled about another Agency on the account. An agent may try to take control of the lead but it will always belong to that other agency. If the agent adds notes or sells a policy that agent will own the policy but not the lead.
TLDialer Filters for Reports
The account owner has the ability to activate a setting that will filter sections of TLDCRM by User Groups. This will ensure that that Agency only has access to data specifically related to them.
This can be done under Settings and selecting Options.
From the TLDialer tab scroll approximately ¾ of the way down the page to view available filters for User Groups
Standard set-up will default to Filter Everywhere by User Group. This is an advanced setting and should be reviewed by Tier 2 or Ops before any changes are made.