How to followup on requests coming in via an external contact center

Do you switch your residence's general phone line to an external contact center or do they answer the residence phone after business hours? All commercial requests for your residency will come through this partner directly into Pipeline as a "Quick Request" type. All contact information is stored centrally as contacts. This way no opportunity or contact is lost!

What data are forwarded?

From the external contact center, a provider is always selected as well as the theme (residential care center, assisted living, ... family care, ...). In addition, this request also contains some mandatory fields (name, phone number, ...) so that you can call back the applicant/prospect. In case the contact center agent has entered a message as free text, you can consult it via the note field in the 'topic' step when completing the request. In case the contact center agent cannot select a specific provider (residence or business unit), this request will be forwarded with the parent company as the provider. The follow-up and dispatching are then provided centrally.

How can I find these requests?

The person responsible within your residence will automatically receive an e-mail reminder for these requests forwarded from the contact center. The link in the e-mail will automatically take you to the corresponding request in Cubigo.

In addition, you can find these requests in the request grid, as created by 'x IPG Callcenter'. You can sort the 'created by' column or you can use the search field to enter the term 'IPG'.

What if the contact person himself calls back to your residence?

If the applicant contacts your residence soon after, you will find his/her details based on the first contact by searching for the name in the step 'Add request'.

Open this profile to continue working on this:

Click the Quick Request line at the bottom of the screen to retrieve the information from the Quick Request and complete it to a full request.

Or you can search and retrieve this request from the request list by searching by the name of the person who contacted the external contact center.

Further processing

The further follow-up for these requests is similar to the follow-up of the other requests with type 'quick request':

• click on the request to complete it to a full request (step contact/theme/referrer)
• If necessary, assign another person responsible for the follow-up via the action button on the right
• close the request with the status 'closed not converted' if the telephone follow-up shows this

During the call-back moment, first go over the contact details as registered by the external partner, correct them (if necessary) and complete them. Try to include a personal e-mail address as much as possible!

If the contact shows that the person in question has a request for him/herself, click on the blue button to turn this set of contact data into the prospect profile. Otherwise, complete the contact profile first and then record all the mandatory fields needed to identify the prospect.

Once all the required fields for prospect (and contact) are completed, the button turns green at the top and you can proceed with the request regarding the care request in the topic tab.

Once you complete all the steps, the entire request is saved under the status 'requested'. You can then schedule the first task on it.

If you open the quick request, complete fields but do not complete them completely, these changes are not saved and will be lost. The status of the request does not change (remains 'quick request') and you can reprocess it later.