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Lead Enters CRM ("Day 1") - Coggle Diagram
Lead Enters CRM ("Day 1")
15 days Contact Sequence
Responsive
Unresponsive
Remains in Live Contact - Depends on Team Member
Moves to Automated Contact
Stops being considered viable at all
For how long should TAIL leads be interacted with? 90 days is industry standard but does that meet our model?
What should happen after 90 days? mark them Unresponsive
Consider them "truly dead" after 90 days.
Somewhat Responsive
Ex. Interview + No-Show
Actual Dead Leads - Incorrect info, wrong, etc.
FilledForm Leads - Past Contact with Present Interest
How serious are they?
What red flags show they are just goofing around?
Multiple accounts
InSystem multiple times
How should we handle or bucket these?
After 15 days, the team goes through by Program manually and looks at their leads for that program to see past leads they could be working with. (Varies by team member.)
When they are doing that, we want to flag it for them to not even consider this person.
Need a way to set past statuses that are red flags and then to capture it in reports/filters so the team knows not to work with them.
Solutions
"Inquiry - Unresponsive" (main pipeline stage)
Define: What triggers this status?
Inquiry has exited 15day sequence with no successful Initial Contact
INTERVIEW: Interview No-Show + Ghost
INTERVIEW: Interview Reschedule + Ghost
INTERVIEW: +3 Interview Reschedules
CALL/SMS: +3 reachouts but no response
CALL/SMS: +2 times hangs up on MCC caller
SMS: Students text "STOP" to MCC.
EMAIL: +3 Personal Emails from Counselor are not responded to.