Switchboard Sarah is an option for lead routing that rewards agents who pick up the phone to connect with a lead within the first 5 minutes.
Note: Switchboard Sarah will call you from your CINC Agent number which is accessible via your Profile & Settings.
Once Switchboard Sarah is enabled in Lead Routing here's what might happen:
1. New Lead Registers on CINC Search Site
2. Agent 1 is called 2 minutes later
3. Agent 1 is unavailable
4. Agent 2 is called
5. Agent 2 listens to the pre-recorded message stating the lead's name, price point, and location preference.
6. Agent 2 presses 1 to accept the lead
7. Switchboard Sarah will stay on the line and start dialing the lead's phone number.
8. Agent 2 is connected to the lead and sets an appointment!
How do I enable Switchboard Sarah?
Navigate under Agents > Lead Routing > Advanced and check the box in the Switchboard Sarah column for the agents who want to be called when a new lead registers. You can also set the Switchboard Sarah Timeframe to determine the hours that SS will call agents. During the non-Switchboard Sarah hours, lead routing will perform as normal.
What happens if no one is available?
If no one is available to accept the lead, the lead will be routed in the old way to whoever is designated as the "Routing Overflow" agent.
What phone number is displayed to the lead in their caller ID?
Switchboard Sarah uses the CINC Phone Number to route the calls, so the Agent will get a call from the CINC Phone Number assigned to them, AND the lead will see the CINC Phone Number assigned to the agent who is calling.
Why would I want to use Switchboard Sarah?
It's a great way to ensure you are following best practices and calling the leads within the first 5 minutes of registering. It also encourages agents to pick up the phone and make the initial call so that they can convert more leads.
Why would I NOT want to use Switchboard Sarah?
Switchboard Sarah is not a good solution if you have very specific lead routing criteria such as city or zip code routing because the main goal is to connect the lead to an agent, not respect lead routing criteria. It's also not a good solution if you are utilizing the Pond team account concept because it won't be able to call all of the agents at once.