For more information or to begin configuration set-up, submit a Support ticket.
Why was Advanced Inbound Pricing 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.