Leads Handled
Urgency in handling new leads
Handle as many leads as possible. The higher the new leads handled, the higher the result
If always updated and all leads are being handled as soon as uploaded, percentage to goal will automatically be at 120%
Internal conversion:
Best effort on all calls
Treat each call as unique. Do not assume that prev experience will happen on the next calls to handle
Understand the issue and as long as the Potential dasher is on the call, provide all possible steps and options to resolve the issue
Make use of SMS screenshot to understand what the dasher is seeing thus giving you a better idea of your next steps
Encourage dashers to start driving for them to start earning
Manage Follow ups
Do not immediately offer follow up, check current status by asking dasher to open app, check email or check candidate portal
Managing follow ups will decrease your unnecessary dials per day and making sure that your process is more efficient
Identifying current status may help you understand if the PDx really needs follow up and have higher probability of passing. This can make your follow ups get more possibility of confirmed driving
Set expectations for those waiting for BGC status, offer callback but advise them to check app and email from time to time. Educate them on how to schedule and start driving and ask them to do it if they see that they are good to go before your callback date
This will not only lessen your dials for the day but will save time and get that confirmed driving status on a shorter amount of time
Make sure to call them on the agreed date. This can build urgency on the PDx side as they can be expecting your call
Leaving a contact for few days may result to them forgetting your number thus resulting to another VM, no answer or hung up tagging
Handle more unique leads
Handling more unique leads can give you more possibilities of confirmed driving
Phase A contacts usually needs multiple follow ups. Handling more leads today means more possible driving in the next few days
Better result if you can get a confirmation that they are done submitting all details for BGC during your initial call
DD conversion:
Handle more leads
The sooner you complete your leads with proper handling, the sooner they will be able to start driving
Resolve issues
Understand issues and provide best effort in resolving them
Raise any unusual issues
Share/Gain best practices with the team
Manage follow ups
Make sure to call them on the agreed date. This can build urgency on the PDx side as they can be expecting your call
Leaving a contact for few days may result to them forgetting your number thus resulting to another VM, no answer or hung up tagging
Use best judgement on leads. If you have already done 3 attempts but think that adding a couple more call attempts can make them drive, do it.
Follow ups:
Follow the recommended callback timeline
All No answer, Hung up and VM taggings should be handled daily
Clear expectations should be set when scheduling a follow up for final follow up to confirm driving and Follow up pre-background
Do not miss your commitments
Always do your callback based on the agreed date
Manage DNC from SMS
Always manage your SMS and move any leads who replied “Stop” to DNC folder. This will give you a better visibility of those still active and need to be called back