Appointment Center Manager only · Appointment Center · Catcher
The Catcher takes all inbound, including everyone else's return calls
In the six-role world the Catcher does not only take new marketing calls. Recyclers, Showtimers, Surfers, Perennials, and Hunters generate return calls. If the named person is on the phone, a Catcher still sets the appointment.
Missed return calls waste every other role's work.
Appt Center
Tactics by seat
Appointment Center Manager
- Always ask who referred them, then the next question that pins the source (which channel, which show).
- Run schedule reviews so the right slots are open for the right sales and service people. A booked slot with the wrong specialist is a wasted lead.