Some call center workflows require that a specific agent handles a particular lead. There can be many reasons why. The biggest reason is a scheduled callback: the client needs a call at another time so they can check with their wife, budget for the purchase, or any of a million other reasons. Sometimes leads are assigned from a pool, and agents are expected to work them to completion. Sometimes there’s a complicated process that kicks off from the start of the contact to completion. A mortgage application, installation of a service onsite, or similar circumstances can require a back and forth with an agent who can maintain the file until resolution.
Sometimes, once you’ve got a bunch of leads belonging to an agent, you have to reassign them. The agent may have moved on to other opportunities. Or they may be reassigned to a different department. Or maybe somebody fell ill. Ultimately, the leads have to be handled. Your call center software had better let you reassign those leads so they can be dealt with in a timely manner.
You should be able to view a list of leads owned by an agent, and be able to reassign those leads to agents of your choosing. In the case of callbacks, you’ll also need to make sure that you can verify that callbacks are being handled correctly, and that callbacks aren’t being missed. If callbacks are missed, you’ll want to make sure they’re rescheduled and reassigned to where they can be called.
Ultimately, your Cloud contact center system should give you the tools to manage your leads and your agents managing your leads.