Review Second Chance LeadsLast updated on 04/26/2023

• Second Chance Leads is currently only available to those on Phones Pro. To get a high level of precision using Titan Intelligence, VoiceAI must be enabled on your Phones Pro account. If transcription is not enabled, Second Chance Leads will not be generated. You need to turn on Voice Intelligence at the company level as well as any call centers/departments/offices that you use to answer calls. See Dialpad Ai for more information and setup instructions. 

• You can receive notifications about leads in 3 ways:

  • In-app notification

  • Text message Note: To receive text messages, you should have your phone number in your employee profile. 

  • Email address

To learn more about second chance leads notifications, see Set up Second Chance Leads

• The Call Center Performance by CSR report has another column available in it for users who have access to the Second Chance Leads feature to help you report on the Return on Investment (ROI) of your second chance leads. To learn more about customer reports, see Create custom reports.

You can review your Second Chance Leads to ensure you’re not missing out on any potential leads that may have been missed or misclassified.

To review Second Chance Leads:

1. Go to Call Booking in the main navigation menu.

2. In the side panel, click Second Chance Leads.

   Note: You can also access the Second Chance Leads screen through an in-app notification if you have notifications turned on. When the notification pops up, click View to go to the Second Chance Leads screen.

   The Second Chance Leads screen opens. Calls that need review are in New status.

3. For the call, you want to review, click Review Call.

   The Call Details window opens.

4. Play the call recording to review if the call is a lead or not. 

5. Add an optional note to the call. See Add a note to a second chance lead for details. 

6. Choose whether the call is a lead or not:

   1. If the call isn’t a lead, click Dismiss Call. The Dismiss Call window opens where you can select why you’re dismissing the call. Select a reason and click Dismiss Call.

      The window closes and the call moves to the Done tab on the Second Chance Leads screen. If you selected It’s not a lead, the Second Chance Lead status for the call updates to Reviewed - Not a Lead. If you selected It’s a lead, but I’m not going to follow up, the Second Chance Lead status updates to Lead - Not Following Up, and it moves to the Done tab.

   2. If the call is a lead, click Call Customer Back. The customer is called and the Second Chance Lead status for the call updates to Lead - Call Back Attempted. 

You can add additional notes to a second chance lead when reviewing the lead. For example, add any details, such as the customer’s name, the issue they’re having, and ideas for how to turn the call into a lead, that is helpful when calling the customer back. Or you can leave a note for why you don’t think it’s a lead.

To add notes:

1. Go to Call Booking in the main navigation menu.

2. In the side panel, click Second Chance Leads.

   The Second Chance Leads screen opens. Calls that need review are in New status.

3. For the call you want to review, click Review Call.

   The Call Details window opens. 

4. Under Second Chance Leads notes, click Add notes. 

5. Enter your note and click to save.

6. Click Call Customer Back or Dismiss Call to proceed with the call review, otherwise, click X to close the Call Details window.

Second Chance Leads automatically changes the status on calls when possible, but there may be times you need to manually update the status. You can manually update the status from the Second Chance Leads screen. The following statuses are available:

• New: Any calls flagged as a second chance lead have this status by default.

• Lead - Call Back Attempted: When you select the Call Customer Back button on the Call Details window, the second chance lead status automatically updates to this. The call remains in the Open tab on the Second Chance Leads screen. 

• Job booked by SCL: If you’re able to successfully save the opportunity by calling the customer back,  the call updates to this status when the job is booked. The call moves to the Done tab on the Second Chance Leads screen. 

• Job booked elsewhere: Select this status if the second chance lead is created after the call is ended but before the agent booked the job. The call moves to the Done tab on the Second Chance Leads screen. 

• Not able to save: Update the lead’s status to this if it was a lead, but you don’t manage to book the job. The call moves to the Done tab on the Second Chance Leads screen.

• Reviewed - Not a Lead: Select this status when you know the call is not a lead and doesn’t need a callback. For example, if a renter calls, or the call is about an existing job. The call moves to the Done tab on the Second Chance Leads screen. 

You can filter the Second Chance Leads screen to view calls in a selected status. Click the Filter icon and select which status you want to filter on.

On the Open tab, you can filter by New or Lead - Call back attempted.

On the Done tab, you can filter by Job booked by SCL, Job booked elsewhere, Not able to save, or Reviewed - Not a lead.

The page refreshes showing only calls with your selected status.

If you book a job based on an outbound call from the Second Chance Leads screen, the booked job displays in the Done tab.

You can view your second chance leads metrics on the Second Chance Leads page.

Use the filter to filter the metrics for the last 7, 30, 60, or 90 days.

The SCLs Booked displays the number of jobs booked as a result of a second chance lead follow-up.

The % Increase displays the percentage increase of booked jobs [second chance leads booked / (inbound calls + second chance leads booked)]

You can create a custom report based on the Calls dataset to view which of your calls are Second Chance Leads. Add the Second Chance Leads key performance indicator (KPI) to have it show as a column on your report.

• See Second Chance Leads

• See Set up Second Chance Leads

• See Phones Pro