The purpose of this article is to explain how to take action on Missed Opportunity Alerts. Missed Opportunity Alerts are notifications for inbound calls where a valid Sales or Service lead did not result in a booked appointment. Missed Opportunity Alerts allow management to view these calls and take action to convert the lead into a booked appointment.
Missed Opportunity Alerts can be received by email and/or SMS text messaging. The Missed Opportunity Report provides details on all missed opportunities.
Management level users can manage their Missed Opportunity Alert preferences from their user profile settings under Notifications. Taking action on Missed Opportunity Alerts can be done from SMS text alerts or from the Missed Opportunity Report.
Sections in this article:
- Taking Action Using an SMS Text Message Alert
- Taking Action within BDC Central or Caller CX
- Viewing an Emailed Missed Opportunity Alert Notification
Taking Action Using an SMS Text Message Alert
Managers receiving Missed Opportunity Alerts by SMS Text messaging can take action on the alert directly from their mobile device.
After opening the message, clicking on the link bdccentral.com opens a new webpage displaying the details about the call. From here, the user can view the Call Summary, listen to the call, obtain the Caller's Number and take action on the alert.
Note: Agent Identification cannot be changed from the SMS Text message. Assignment or reassignment of agents can be done from the Missed Opportunity Report or directly from the Call Log.
When taking action on an alert, the user has two options: Book Appt or Close.
Note: Selecting Close, closes the alert for ALL management level users receiving the same alert. Once an alert has been closed, no further action can be taken on the alert.
How to Book an Appointment from SMS Text
To book an appointment, select Book Appt from the mobile app.
This opens a new page where the details of the appointment can be entered and saved.
The department type and dealership name are preselected based on the tracking line used and cannot be changed.
To add the appointment date and time, select Appointment Details. This opens a date and time picker. Select Apply after completing selections.
To send the customer an Appointment Text Confirmation, obtain consent from the customer to send the text and check the box "Customer Text Message Consent Received". Once the appointment has been saved, the customer should receive two Appointment Text Confirmations; one a few minutes after booking the appointment and one approximately 1 hour prior to the scheduled appointment time.
Select Save to book the Appointment.
Taking Action within BDC Central and CallerCx
To take action on a Missed Opportunity Alert withing BDC Central, from the menu navigation bar select Call Management, then Missed Opportunities.
*CMS-only users will select Missed Opportunities directly from the menu navigation bar.
This opens the Missed Opportunity Report.
To take action on a specific Missed Opportunity, click on the Action button for that alert. There are two options available for action:
- Book Appt - Select this option to schedule an appointment.
- Close Alert - Select this option to CLOSE the alert so no further action can be taken on the alert. Closing the alert cannot be reversed.
If after opening the Action Button, you want to leave this area without booking an appointment or closing the alert, click anywhere on the webpage outside the action button area.
To book an appointment, select Book Appt. This opens the Add Appointment form. Complete the following form fields:
- Contact Information (First Name, Last Name, Phone -can be changed if needed)
- Appointment Details - Appointment time and date
- Customer Text Message Consent Received (Must be selected before saving to activate)
Note: The department type and dealership name are preselected based on the tracking line used and cannot be changed.
Once the appointment details have been saved, the appointment form will close and the Missed Opportunity Report Result column will change to Appt Set. No further actions can be taken from this report. The booked appointment can be viewed and managed from the Opportunity Management Log.
Once a manager has taken action on a Missed Opportunity Alert, either Book Appt or Close, no further action can be taken on the alert.
Viewing an Emailed Missed Opportunity Alert Notification
Missed Opportunity Alerts opened from an emailed alert provide an overview of the call and a link to review the call. At this time, taking action on a Missed Opportunity from an email notification is not available. We plan to release this feature in the near future.
Here's an example of an emailed Missed Opportunity Alert notification.
Example view for "Review This Call"