Technology –Introduction of a Probing Tool

Since probing holds a great deal of importance for lead enrichment, we introduced a decision tree based probing tool embedded in our knowledge management solution. It ensured that the execs would ask a standard set of questions to customers based on different product categories. Following step-by-step interaction templates, execs could keep their conversations to the point yet effective, which reduced their AHT. Eventually, this resulted in a better lead count per day per exec. Exactly what the client was looking for.