What does the NFL have to do with lead and call routing?
In a sales-focused contact center, a critical decision is how to distribute leads and inbound calls among the team. Some companies do round-robins, where calls are allocated evenly.
But not at Kinetic by Windstream!
Listen to former Carolina Panthers player and current National Vice President of Sales Lorenzo Clark explain why he uses a performance-based approach – where the highest performing sales agents get preferential access to calls.
In our full conversation, he also walks through their ranking methodology, how new team members get a “fair shot” as they ramp, and how this approach impacts agent retention and performance.
For me, this is a fascinating discussion not just about the mechanics of lead and call routing – but even more so about driving a performance-based organizational culture.