Internal Processes
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We list out who the CX or SDR team contacts for issues or sending along sales opportunities. For CX escalations we understand how data should be sent (ticketing, IM, email, forms), expected response times, and what qualifies as an urgent vs. non-urgent escalation.
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In BDR/SDR scenarios we outline procedures for sending lead information, submitting contract requests, handing off qualified prospects, or processing internal forms ... showing required data and approval steps.
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We solidify how TLE SDR/CX team coordinates with a client's team(s) including Sales, Account Management, Support, Billing, or Operations.
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We practice/test (and record) scenarios such as routing an inbound call, escalating a technical issue, sending a lead to sales, sending meeting invites.
