We're busy setting up Sugar in a call centre environment and I'm trying to understand best practise when it comes to managing work lists for Call Centre agents. We have 2 different scenarios:
- New external Leads
- Cross/Sell to existing Accounts
- For new leads I can load them into the Leads module then use a Lead Status to track whether a Lead has been actioned and store the call record against the lead. Should I link this to a Target List and a Campaign or is this only necessary if I'm doing an email campaign?
- For cross sell to existing Accounts what kind of record do I create to list all of the people that I want to call? I want the Call to be recorded as Activity against the Account so it wouldn't make sense to create a new lead but I also want to track who hasn't yet been contacted yet which I can't do against the Account status.