Lead Prioritization and Dialing Logic
Leads progress through four priority stages based on their eligible dialing days, with built-in cooldowns to prevent excessive calling:
Priority 1: A lead’s first eligible day of dialing.
Cooldown: 30 minutes
Max Dials: 3
Priority 2: A lead’s second eligible day of dialing.
Cooldown: 90 minutes
Max Dials: 3
Priority 3: A lead’s first eligible week of dialing (days 3-7).
Cooldown: 310 minutes
Max Dials: 7 (lifetime max)
Priority 4: A lead’s second eligible week of dialing (days 8-14).
Cooldown: 720 minutes
Max Dials: 7
Leads progress through these stages regardless of whether they have been dialed. A lead that is two weeks old will no longer be considered a Priority 1 lead. The system prioritizes dialing the newest leads first when multiple leads are available, ensuring that fresher leads receive more engagement, provided that agents are online and dialing.
The Two-Tap Problem: Lead Flow vs. Dialing Capacity
Managing lead flow and dialing capacity effectively is crucial to maintaining a balanced and efficient dialing system. This guide provides a visual and conceptual explanation of how leads progress through the system, the impact of dialing rates, and how to optimize your campaign setup to avoid gaps.
The lead flow system can be visualized using a two-tap analogy:
Top Tap: Represents the rate at which leads enter the system.
Bottom Tap: Represents the dialing capacity, or how quickly calls are made to those leads.
Balancing Lead Flow and Dialing Capacity
The efficiency of your dialing system depends on maintaining the right balance between lead volume and dialing capacity:
If the lead flow is too high but dialing capacity is low, leads will accumulate, and many will go untouched.
If you have too few setters and too many leads, some of your leads may not be dialed within the day.
If the dialing capacity is too high but the lead flow is low, dialers will run out of leads and experience wait times.
If you have too many setters and too few leads, some setters will be left waiting.
Maintaining an equilibrium between these factors ensures a steady workflow without bottlenecks or inefficiencies.
Understanding how leads progress through the system and how dialing rates impact lead availability is essential for maintaining efficiency. By monitoring and adjusting lead flow and dialing capacity, teams can optimize their campaigns and minimize gaps in between calls.
Key Takeaways
Lead prioritization is time-based, not dial-based.
The fresher the lead, the more calls it receives - assuming agents are available and dialing.
A balanced lead flow and dialing rate is crucial to prevent gaps in the system.
Conversation length, pick-up rate, and exhaustion rate all affect dialing efficiency.
For any further questions, feel free to reach out to support.