Leadrouter Agent Workbook by Rick Tankersley

LEADROUTER 2.0 Agentâ&#x20AC;&#x2122;s Guide (Mandatory Agent Training)

LR 2.0 Workbook-Agent rev. 12.01.2010

Table of Contents Agent’s Guide Overview

Your Role and Your Company’s Lead Rules

Agent : Today Page & Calendar

Agent: Today Page: Notification Tool

Agent: Setup: My Profile

Agent: Setup: My Company LeadRouter Profile

Agent: Setup: My LeadRouter Mobile Profile

Agent: Leads

Agent: Leads: Lead Status Lights

Agent: Leads: Detailed View & Updating

Agent: Leads: Lead Action Explanations

Agent: Leads: Lead History & Contact Information

Agent: Leads: Add a Manual Lead

Agent: Leads: Front Desk

Agent: Leads: Import Leads

Agent: Leads: Export Leads

Agent: Leads: Filter by Attributes

Agent: Leads: Do Not Call List

Agent: Help: Knowledge Base

Agent: Your Company Rules

What is LeadRouter and how will it help you manage leads?

Consumer Inquires Online

LeadRouter Calls Agent by Cell Phone

Agent Contacts Lead from Anywhere

Software Requires Agent Accountability and/or Incubation

1. LeadRouter is a unique system that captures leads, converts them into a voice call, routes it to your cell phone and provides online follow-up tools throughout – all at the speed of light! LeadRouter captures leads from many sources, including company web sites, REALTOR.COM, personal web pages and more. It even handles manually entered leads from calls, walk-ins and open-houses. Consumers simply inquire from the web and LeadRouter takes over to get the lead to you anywhere, any time, directly on your cell phone! 2. LeadRouter uses a special “logic” system to match the lead with the right agent. It can match listing leads with the listing agent or find a Spanish-speaking agent for a Spanishspeaking consumer - according to each agent’s skill profile and rules established by your company. 3. LeadRouter sends leads to your cell phone and “reads” the lead out loud, using state of the art text-to-speech technology. Agents “hear” leads on their cell phone – then contact the consumer right away, without the need to check email. LeadRouter helps agents contact leads – and capture consumers – wherever they can receive a phone call. 4. After accepting the lead, LeadRouter records that lead in the Agent’s personal Lead Management System where they can incubate the lead until it becomes a sale. Once an agent accepts a lead, LeadRouter requires the agent to follow a system of “reporting stages” to update the lead in a timely and consistent manner. This helps the agents systematically incubate leads and turn them into sales. 5. Throughout the process, the company can monitor leads, providing support as necessary and helping convert the consumer into an active transaction. LeadRouter’s comprehensive reporting system also helps brokers track lead volume, sources of leads, conversion rates and office-level performance. Custom reports also help brokers identify skill areas and lead management opportunities on an agent-by-agent basis, making LeadRouter a powerful management – and recruiting – tool.

Your Role and Your Company’s Lead Rules

In order to use the LeadRouter system effectively, your company has implemented certain business rules that agents must adhere to in order to remain “in compliance” with the system and continue to receive new leads. Agent responsibilities:

Agent cell phone number must be in the system so LeadRouter can contact them during business hours with new leads. Cell phone number changes require agents to contact the Office or Company Administrator.

Agents agree to accept or decline leads in real time, with certain exceptions. A typical exception would be listing leads for which agents may be offered a “claim time” (grace period) of 10-15 minutes wherein they can call the LeadRouter voice mail number to retrieve the lead. If that time elapses (or this option is not used for listing or other leads in your company rules) LeadRouter will automatically pass the lead to the next eligible agent or to a company scrubber (service desk).

Agents must update the LeadRouter system within certain “time periods” after accepting a lead, and then regularly thereafter. These reporting intervals are called “follow up rules” which agents must adhere to or their leads will fall “out of compliance”. Any agent with one or more leads out of reporting compliance will automatically become “ineligible” for new leads until all existing leads have been updated. Once all leads are updated, LeadRouter will automatically reactivate the agent as eligible for auto-routed leads. Note that certain exceptions to this rule may be implemented by the broker (such as always enabling listing leads to go to the agent regardless of compliance) but are generally not recommended in order to maintain maximum responsiveness to each and every consumer inquiry. See your broker for your specific rules.

Agents may mark leads as “dead” or “bogus” in the system. The company administrator will see all “dead” and “bogus” leads in the LeadMonitor view and may reactivate them back to the agent for further attempts, or may reassign them to another agent or a company service desk. Once an agent marks a lead as “dead” it is permanently removed from their leads screens unless it is reactivated to them by an Administrator.

ACCESSING LEADROUTER

To access LeadRouter, enter through your company’s intranet site and locate the hyperlink to the LeadRouter System.

Agent >>>Today Page 1.

The Today page provides access to all features in the navigation bar across the top.

Work Areas allow users to run multiple LeadRouter functions simultaneously e.g. Today Page, Leads Table, My Profile by clicking the work area and selecting the function from the dropdown menu in the navigation bar. To open a new workspace, click on a blank tab located below the navigation bar and select feature.

The New Messages section will contain system status messages. Previously read messages are archived in the Message Center for easy access.

Support: LeadRouter Help Desk contact information and hours of operation.

The Calendar tool lets you enter appointments, meetings and events and displays assigned activities for user. The calendar will also display when lead update reports are due. The calendar on the Today screen shows the next 7 days worth of activities. If you choose to enter calendar items click Today>Calendar.

Agent >>>Today Page (continued)

Lead Retrieval: Lead Retrieval Phone is the telephone number that incoming lead offers displays on agent’s caller ID. It is recommended that Agents store this number in their cell phones. Call Me On lets you tell LeadRouter where to call you with new leads. Your Primary number is usually your cell phone and can only be changed by your Company Administrator. Select Alternate and enter number if you choose to receive leads at a different phone number. The system calls what is selected and will not attempt both numbers. You may also adjust your alternate number in the My Profile section (page 8) if desired. The Lead Notification is an in/out board which allows users to notify LeadRouter if they are available or unavailable for short/long periods of time. Users will not receive lead calls when selecting “out” or “out until” (must select date and time).

List of My Leads Needing Attention displays leads that are out of compliance (red lights) and leads about to go out of compliance (yellow lights). Users can update red and yellow leads directly from the Today Page by selecting Update Lead under Action Needed.

Agent >>> Setup >>> My Profile Cell: Primary phone number LeadRouter calls with new leads. (Can only be changed by your Administrator). Alternate: A second phone number users can “switch to” manually (example: direct line at their desk); Use in combination with Notification area on Home page. Normal Email: The address where LeadRouter automatically sends a copy of accepted leads. (Can only be changed by your Administrator). Mobile Email: Receive “second” copies of accepted leads or notification of compliance. Lead Response Hours: Set daily hours for personal “availability” to receive leads from the system. Your personal hours must be within the company’s default hours of operation.

User Defined Flags (Attributes): Users may create two “user defined flags” to use as personal tracking groups for leads. These flags will appear on Lead detail screens as Attributes and can be used to filter leads by groups in searches (see pages 14 & 19). My LeadRouter Profile: Access your personal skills profile which LeadRouter uses to crossmatch qualified leads. My LeadRouter Mobile Profile: You must create a 4 digit PIN to login to the mobile site. Your primary cell is your username and the PIN is your password. Select mobile device and provider to access LeadRouter via mobile phone. The mobile web address to login to LeadRouter is http://m.leadrouter.com (see page 9).

Agent >>> Setup Page - My Company LeadRouter Profile

Click “My Company LeadRouter Profile” on the “My Profile” page to see your personal qualifications used for matching leads to your account. The My Company LeadRouter Profile screen displays the criteria and skills qualifications you are currently set to “match” when new leads with similar requests are received. For example, when a new lead is received from a certain area, LeadRouter searches all agent Profiles for accounts qualified to receive leads in that area.

Changes to My Company LeadRouter Profile settings can only be made by a Company Administrator. Profile display controlled by Company Business Rules and may not display for all users.

Agent>>>Setup>>>MyProfile>>>My LeadRouter Mobile Profile

Set up your LeadRouter Mobile Profile to access LeadRouter from your mobile device (Blackberry, IPhone, PDA, etc.) Using mobile device gives agents access to LeadRouter to update leads and stay in compliance! Setup Instructions for LeadRouter Mobile (SETUP tab >>> My Profile) 1. Enter Mobile Email Address in profile.. 2. Click

the

“My

Mobile

LeadRouter

Profile”

link

(see

page

8).

3. Enter cell number and create a 4 digit PIN Number (e.g. 1234). 4. Select Device Make and Model (e.g. Blackberry 8703e) If device make, model or carrier are not displayed, contact the LeadRouter Help Desk at 1-800-704-7237. 5. Select Carrier (e.g. Verizon) then click Submit. (Note: If device make, model or carrier are not displayed, contact the LeadRouter Help Desk at 1-800-704-7237.)

Login Instructions for Accessing LeadRouter Mobile • Open a web/internet browser on your mobile device (Refer to your user manual for your mobile device on accessing web/internet browser. • Enter the following URL in the address bar: http://m.leadrouter.com (you will be directed to the LeadRouter Mobile Login Screen). • Enter Cell Phone Number (digits only e.g. 2012345678) and 4 digit PIN number then select login.

Mobile LeadRouter Access is for Agent View Only.

Agent >>> Leads Click Leads and select My Leads from the drop down to display your leads table where you can monitor and update leads at any time. Leads are separated into three tables: List of Active Leads (“hot” leads), List of Incubating Leads (require incubation) and List of Closed (sold) leads. Closed leads will remain in your table indefinitely and can be searched in the future. The lead table displays: Followup:

Displays status light (see page 11) and date leads requires update

Lead #:

Automatically assigned (hyperlink)

Name:

Click the name (hyperlink) to see lead details and update the lead

Results:

Displays if lead is under contract or agency agreement as selected by user

Hotflag (flame):

Users can click check box for visual reminders to particular “hot” leads

Co:

If checked, indicates the lead was company generated; unchecked indicates agent generated

Multiple Inquiry:

Inquiries who have sent more than one email inquiry to the agent . Refer to Lead Email tab in lead history to view additional inquiry (page 14)

Last Date/Action:

Quick view of your last action for a lead

Next Date/Action:

Memo field to enter your next planned action for a lead (optional) (page 14)

Send an Email:

Click email address to send message to the contact (optional feature will not work for all users and does not count as a lead update)

Agent: Leads >>> Lead Status Lights

RED Lights: Lead is out of compliance with the company reporting rules; the time for updating that lead has passed. If you have any red (out of compliance leads) your account will become “not eligible” for new leads until all existing leads are updated and brought into compliance with the reporting requirements. All leads have a “Lead Status Light” that quickly displays their compliance with company reporting rules.

YELLOW Lights: Lead is within 24 hours of a required reporting date. You should take action now to update the lead before it falls out of compliance (red).

GREEN Lights: Lead is in compliance with required updates and reporting rules. Look at the Follow Up column to see its next required reporting deadline.

To display the Full View of a Lead, click the Name in the Leads Table. Lead details are displayed from the original inquiry. Agents can add or update information, check off Attributes for the lead (useful for searches later) and update the lead by entering New Action items.

Update leads as you work with clients to avoid “not eligible” status!

Agent >>> Leads >>> Detailed View & Updating

To update lead click client name

Lead window opens

Click the ACTION List to select a category most similar to the action taken for the new lead (see page 13 for definitions)

Enter COMMENTS (useful information) in the space provided

Click SUBMIT to store comments.

Leads must be updated on or before the deadlines set by your Company’s Business Rules/Reporting Intervals or the lead will fall out of compliance and you will become “Not Eligible” for additional new leads. LeadRouter will automatically turn agent account to “Available” once all leads out of compliance have been updated.

Agent >>> Leads >>> Lead Action Explanations Active- Agency Agreement: use this selection to indicate you have a signed agency agreement e.g. Listing Agreement or Buyer’s Agency Agreement. Write details in comments. Maintains Active Status. Active - Appointment: use to indicate appointments made/kept with consumer or other involved parties in the transaction e.g. Home Inspector, Appraiser, etc. Write comments in details. Maintains Active Status. Active - Attempted Contact: use to indicate any kind of “attempted contact such as leaving a message, sending follow up email, etc. Write details in comments area. Maintains Active Status. Active - Customer Contact: use to indicate any kind of “successfully contacted consumer or other involved parties in the transaction” activity such as spoke on telephone, met at office. Write details in comments area. Maintains Active Status.

List of Potential “Actions”

Active – Sales Contract: use to indicate you have entered into a purchase/sales contract with this consumer. Bogus Lead – Bad Contact Info: use to indicate you received a lead with erroneous contact data, such as “Mickey Mouse” and there is no way to contact the consumer; Do not use to indicate you felt the lead was bad/unfair. Transfers lead to Administrator. Closed Transaction: use to indicate the consumer has completed a purchase/sale transaction or rental agreement. Write details in comments. Transfers contact to Closed Status. Incubating by Maintaining Contact: use to indicate you are maintaining regular contact with consumer. Write details in comments. Transfers contact to Incubating Table and maintains follow up requirements. Dead – Requested DNC: use to indicate you contacted the consumer and they requested to be added to your company’s Do Not Call list and not contacted further. Dead Lead: use to indicate you cannot convert lead into business; Do not use to indicate you could not contact the consumer (use Active – Attempted Contact). Transfers lead to Administrator who will “certify” the lead is dead or send back to agent for further attempt. Removed from agent table permanently. Reassign Direct to Other User: Not available in all companies; enables users to directly transfer a lead to another trained user. Return Lead to Broker: use to return a lead to the Broker or Administrator if you are not able to assist the consumer. Example: Consumer requires expertise for which you are not qualified. Test/Training Lead: use to clear a lead you were “practicing” with in order to get familiar with the system, or used when demonstrating LeadRouter to a prospect and generating a lead for yourself.

Agent >>> Leads >>> Lead History & Contact Information

Lead file displays all client contact information, updates and original consumer email. Contact Information – View client contact information captured by LeadRouter. Add additional contact info e.g. address and phone numbers. Agents can also assign Attributes to lead (buyer, seller, etc). Next date – enter next date/action to appear “at a glance” on Lead Table. Additional Information – Store client date specific events e.g. Birthdays, Home Anniversary Purchase Date and additional address. History Tab – Stores all Agent updates and shows a history of comments. Original Lead – May display additional lead details e.g. MLS #, Property Address, Price Range, to help you assist the client. (This info comes directly from client inquiry). Lead Email – Copy of original client inquiry information for web leads only. Multiple web inquiries from the same client may also appear here. Printer Friendly – Display or print entire file contents in PDF format (Adobe required). DNC Sentry – If your company subscribes to the DNC Sentry, LeadRouter will display the status of the customer phone number with respect to Do Not Call database. (Feature not used by all companies)

To add information in the Contact tab place cursor in field, left click and tab to activate submit key.

Agent >>> Leads >>> Add a Manual Lead Agents can enter personal leads in LeadRouter making it easy to centralize and track all prospects from all sources â&#x20AC;&#x201C; in one system!

1. Click Leads Tab 2. Click Contact Information 3. Fill in the information 4. Add to save

Manually entered lead must have a source. You can track where your offline leads are coming from, which advertising tools are effective and compare offline-to-online lead sources. Check off one or more lead Attributes to make it easier to search and filter for your leads later, especially to do follow ups or send emails. (Optional) Treat offline leads with the same follow up importance as online leads; use the Action tool and comments to create a useful history for every action taken with an offline lead.

Agent >>> Leads >>> Front Desk Screen Click Front Desk to manually enter leads if you are taking consumer inquiries by phone, walkin, open house, etc (front desk staff). The Front Desk module enables users to enter lead information in a front-desk or personal prospecting situation. Leads may be assigned directly to an agent or auto-routed according to lead criteria and agent qualifications. Front Desk may not be used by all companies.

If caller inquires on company listing, click the magnifying glass to see company listings and select by clicking MLS number.

LeadRouter auto routes by default. To override and manually direct to a specific agent, click the magnifying glass and select agent from list. Select Bypass reason when assigning lead to a specific agent from dropdown list provided.

If caller inquires on company listing, click the magnifying class to see company listings and select by clicking MLS number.

Always include comments when entering leads in Front Desk

Agent >>> Leads >>> Import Leads The import tool enables agents to import their personal contacts into LeadRouter. Step 1: Export your contacts to a .csv file from your existing contact management system e.g. Outlook, Yahoo, Gmail, Hotmail NOTE: If you have exported your contact file directly from MS Outlook or from your Gmail account (using the Outlook CSV format), then you may skip step 2.

Step 2: •Go to Leads Tab select Import My Leads •Click the “?” next to “Upload Outlook CSV file” to access a correctly formatted, blank Outlook CSV file

•Click the “Download Sample CSV File” and save to your computer •Once saved, open both your contact file as well as the sample CSV file you downloaded. Copy and paste all pertinent information from your contact file into the corresponding fields on the sample CSV file. •Once all your contact info is copied into the sample CSV file, save the sample file and the use it to import your contact into LeadRouter. Step 3: •Access your LeadRouter account >>> Leads >>> Import My Leads •Click the “Browse” Button and “Upload CSV File then select your contact file NOTE: The field next to the “Browse” button should now be populated with the file location of your import file.

*Maximum file size of 500KB.

•Click the “Upload” Button

*If the import file contains less than 1000 contacts, contacts imported will be available immediately.

•If there were no issues with the import file, you will be directed to confirm the import page. Click “Proceed” to import your contacts.

*If the import file contains more than 1000 contacts, import will be processed overnight and will be available the following morning. For more assistance go to Help >>> Import My Leads or call the LeadRouter Help Desk

Agent >>> Leads >>> Export Leads If you wish to see the lead data in an Excel spreadsheet, or import them into another database program, click Export. The Export Function enables Agents to filter and export lead data in a variety of formats. Leads can be filtered by STATUS or SOURCE to create separate data sets for specific groups of leads. A special “Unexported (New)” function allows Agents to export only the latest leads within a specifically filtered group (since the last time data was exported).

Select Filtering Criteria

Leads can be exported directly into Excel, saved in Tab or Comma Delimited format for import into other database/reporting tools, or saved in XML format for use in web-based database/publishing software.

Formats- Select a Program

Agents must continue to update leads in LeadRouter. Exporting does not “remove” leads from the system.

Agent >>> Leads >>> Filter by Attributes

Attributes such as Buyer, Seller, Renter are included and can be assigned to leads by Agent for easy filtering and tracking purposes. Click the appropriate attribute(s) and submit to save. Agent can create and assign two personal attributes in the Profile under User Defined Flags (see page 8)

To filter by assigned Attributes go to Leads Table and scroll to bottom.

Select attribute and click filter. Lead Table View is then displayed by filter selection.

Filters are not automatic and are optional features that may or may not be utilized by Agents.

Agent >>> Leads >>> Do Not Call List

Do Not Call feature has two functions:

Check Numbers

Log Data

DNC Sentry may not be activated for all companies.

555-555-5555

CHECK NUMBERS: User enters phone number then click Run Report to check against the Do Not Call List.

LOG DATA User enters Logging.

Reason

For

User enters Client Name, Telephone Number and Effective Date. Comments may be included as means of further explanation. Click Add Phone Number to Data Logs to store information.

See your Manager for details on your companyâ&#x20AC;&#x2122;s DNC policies.

Agent >>> Help>>> Knowledge Base

The Knowledge Base is a repository for LeadRouter information. Topics are listed to provide users with information and definitions to help them use the LeadRouter Application.

Agent >>> Your Company Rules Accountability: Agent Lead Follow-up Reporting Times After class, check with your Broker of Office Administrator regarding the follow-up reporting rules for leads. Fill in the times below.

Three different time periods must be set. 1. The amount of time, in hours, after accepting a lead and the first required follow up entry in the Lead Router system.

2. The amount of time, in days, between the first follow up and the second follow up entry in the LeadRouter system.

3. The amount of time, in days, between each subsequent follow up entry in the LeadRouter system.

First report interval _________ hours

Second report interval _________ days

Recurring interval _________ days

Call Handling: Voice Mail Claim Time (Listing Leads) In some cases – such as leads from your own listings - your company may setup LeadRouter to leave a voice mail with a short “claim time” if you don’t answer your phone right away. LeadRouter will leave a voicemail message along with a callback number and PIN for you to retrieve the lead within a specified window of time. Note: Not used by all companies.

How long do agents have to claim a lead

_________ minutes

from a voice mail message?