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Using prior sales performance to determine which agents get calls first

greggjohnson
Employee
Employee

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.

2 REPLIES 2

maria_ogneva
Community Manager
Community Manager

Great interview @RenzClark !! Thank you once again for sharing your expertise!

Thank you @maria_ogneva. Always willing to share our successes... especially the ones that are quasi controversial. 😁