Although it involves a few additional steps to the usual lead generation process, many contact centers are utilizing “warm call transfers” to qualify leads and garner higher conversions.

Decision-making hinges on data. However, highly strategic decision-making only happens when contact centers measure the right key performance indicators (KPIs), develop meaningful reports and utilize the right tools.

The agent phone call is still a central step in the lead life cycle. It’s an opportunity to further qualify prospects, gather a great deal of information in a short period of time and nudge leads along in the sales funnel.