Whether you are looking to maintain the size of your business or scale and grow, it all starts with the ability to acquire and retain leads. Few things can spell disaster for your sales team like multiple representatives working on the same account. Duplicate leads are not only ineffective but can destroy your company. Let’s take a look at 6 ways two or more agents working on the same account is bad for business.
Ruin Brand Reputation
Put yourself in your customers’ shoes for a moment. What if you were getting inundated with emails, phone calls, and mailing from multiple sales representatives of the same company? You would probably see that company as disorganized, unprofessional, and incompetent…and rightfully so. Two or more representatives working on the same lead can damage your brand’s reputation.
Unsatisfactory Customer Service
When the same customer has duplicate accounts, it can be difficult to get to the root of a customer issue. More than likely each account will have a different set of records and different notes. This causes confusion, increases the time that the customer has to wait to get their complaint handled, which ultimately translates into poor customer service. Poor customer service can lead to lost customers which negatively affects your bottom line.
Decrease in Productivity
When multiple agents are working on the same lead, they are essentially duplicating work. This is highly inefficient, a waste of time, and causes a decline in productivity which negatively effects your bottom line.
If two are more sales representatives are working on the same lead, it can lead to conflicting information for the customer. This may be in the cost of services or the details of each particular service. Conflicting information causes customers to lose trust in your sales team and in your brand as a whole. This results in damage to your reputation, loss of sales, and a decrease in overall profit.
Unhealthy competition in the workplace can take place if two or more of your sales team are working on the same lead. Each representative wants to be the one to land the deal and prove that they are better than the competing agents. However, your team members can get so wrapped up in beating each other that they forget the best interests of the customer altogether. This is not a healthy scenario for your company or your customers.
Unreliable Company Data
Duplicate leads in your company’s database mean that company will be inaccurate. The degree of inaccuracy will vary depending on how many duplicate leads are in the system and the data contained in each. Neither your team nor management can make well-informed decisions based on inaccurate reports.
What Can You Do?
The key to preventing multiple agents working on the same lead is to properly manage your lead routing system so that duplicate leads are eliminated. LeadAngel’s lead routing solution provides an intuitive user interface that allows users to customize their company’s lead-routing rules. Users have the ability to set parameters that catch duplicate leads before they get lost in the system. If a duplicate lead is suspected, it is flagged so that one of your team members can take a closer and verify whether it is a duplicate or not. LeadAngel’s router, using the state-of-the-art Fuzzy Match Algorithm to compare records using multiple criteria including name, email, phone, number, address, company name, etc. to ensure duplicate leads do not fall through the crack.
Increase your company’s bottom line! Try LeadAngel router for yourself and experience the difference it will make for your sales team!