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About Response

What is Response?
Response is a Sales / Leads Management System
which is used by the Market Development teams
(Hubs & Centres) across Shaadi.com.
What are the benefits of using Response?
Like most advanced sales management systems, Response also has multiple
benefits. Some of them are :Easier tracking and managing of leads through various stages such as :(Leads, Prospects, Opportunities and Promise to Pay)
Focus on warmer leads like Opportunities and Promise to Pay stage.
Better sales forecast
Increased productivity
Now, let us learn the steps to login into the Response System

How to login
Let us learn how to Login into the Response System !
Step 1

In the Address Bar of your


browser (Internet Explorer or
Firefox) type the Response URL
and click the Enter button on
your keyboard

How to login
Step 2

At the Response Login page,


type your COP test email id
( Provided in the mail )

Then type your


Response Password

Select Response from


the options

Type your desk


phone no and then
click the Green Log
In button

Response Homepage or Dashboard Page


Below is a screenshot of your Response
Homepage

Lead Stages
The below image explains the various stages the lead moves in towards the Sale
of Membership.

Leads stage consists of :


Fresh Leads
NRPC leads in the form of
follow ups
(Inbound/Outbound calls)
Prospect stage consists of:
RPC leads where the product
/membership is pitched on the
call, however its not a PTP. (It is
still in follow up stage)

These are warmer leads,


wherein
eg: If the lead is in
Prospect stage and the
customer places an order
online it will then reflect
under Opportunities.

Hot Leads (who Promise To


Pay at any of the earlier
stages) are found in the PTP
stage

**RPC : Right party contact ( You were able to speak with the customer )
**NRPC : Non Right Party contact ( You were not able to speak with the customer )
**PTP : Promise to Pay ( On speaking the customer promised to make a payment )

Lead Flow

Important Points to Remember !


A Lead will Always Move Forward and never backward.
Depending on the Tagging a Lead will move:from Leads Stage to Prospects or Opportunities or Promise To Pay Stage
from Prospects Stage to Opportunities or Promise To Pay Stage
from Opportunities Stage to Promise To Pay Stage
A Lead will move out of your Response System only when:In Lead Stage Call Details page you select Call Response as either NRPC or Not Interested.
In Prospect / Opportunities / Promise To Pay Stage Call Details page you select Call Response
as Not Interested.
In Any Stage if the Membership is Activated or the Lead Expires or the Lead is Deactivated.

Leads Categories
Mentioned below are the various Leads categories
Categories

Failed Orders / Placed Orders


Cart placed & inquiries
Payment Page / Microsite visits
Premium Members & Lapsed Members
Engagement High
Engagement - Low
AE-Enquiries
AE-Cold Leads
AE-Churned Leads

**AE = Advisor Entered leads

How to Assign Leads Assign Me


The Assign Me button
is used to assign leads. The Assign Me button is visible in the
Calls For Today page and in the Call Details page (once you click the Start Calling button) on the
top right side. On clicking the Assign Me button the system will assign you 5 leads at a time.

When you click the Start Calling button


the top right side of the Call Details page.

the Assign Me button will be visible on

How to Assign Leads UAL


Whenever any Shaadi.com lead (lead not yet assigned to any Advisor) tries to place an Order
online, (eg: Credit/Debit Card Decline, Member placed an order online for pickup, placed an
order with Invalid discount code etc) then this lead will Pop-Up on your screen as an UAL
(Urgent Attention Lead). You must click on the orange colour Assign Me button and assign this
lead to yourself. This will be assigned to an Office as per the leads location.
Note : you will get only 10 minutes to assign this Lead, otherwise this UAL will go to another
Advisor who is on duty. Also, UALs will appear randomly only to those Advisors who are on
duty and are logged into their Response system.

Whenever you click the Assign Me button on the UAL Pop-Up, this UAL will then become her/his
next call.

Response Pages / Tabs

Lead Assignment Automation has been introduced to automatically assign leads to Advisors based
on their Location & Mother Tongue.
We moved to Next Call Automation to simplify the call flow, thereby helping Advisors to make
more calls and reach out to more members.
Let us have an In-depth knowledge of all the revised Pages / Tabs in the Advisor Response System:
1.Calls For Today
2.Create New Enquiry
3.Leads
4.Payment
5.Dashboard

Calls For Today

Leads will appear in the Calls For Today Tab/ Page as per the follow-up date & time
selected by the Advisor and also as per the priority sequence set by Head Office.

How to Call Online Leads

When members come online, they will be visible on the top right side of your Response as Online
Leads
. If you click on the numbers which are in blue colour besides the Online
Leads Total or PTP then, a Pop-Up window will appear which displays the details of the Leads
online.
To assign the lead/s, click the Action Due button of the profile/s which appears in the Pop-Up
window then, the profile/s will become the next call for the Advisor.

How to Call Campaign Leads

Leads with special offers with higher discounts like Just4U or Telugu or CYU (Complete Your Order)
will be highlighted in Call for Today list. If you click on the number which is in blue colour besides
the Campaign Leads then, a Pop-Up window will appear which displays the details of the Campaign
Lead. These leads can also be seen in the campaign lead option given in the header.
To assign the lead/s, click the Action Due button of the profile/s which appears in the Pop-Up
window then, the profile/s will become the next call for the Advisor.

How to START Calling

Call Recording - Centre


Call Recording is mandatory for all calls made to leads from the Response system. In
Response under the Call Details section we have the Call Now button.

The system will auto dial the Advisor & the member within 15 seconds. However an Advisor can
start the call before 15 seconds by clicking the Call Now button. After clicking this button, the
system will connect the Advisor to the member on the contact number that is besides the Call
Now button and will also start recording the call.

Call Recording - HUB

Window 1

Window 2

How to Take a Break

How to Take a Break

Profile details
On clicking the Member Login link, it will display the Profile Details Page along with
other details/links to pages like Order Details, Call History, Pickup Details, Cart History
Email History, Invalid Codes & Service Call.

Profile details

Orders : Gives you a history of the orders


placed and activated by the customer.

Calls :
This gives complete details of all the
sales calls made to the member [It
includes Last Call Time, Call Category,
Lead Status, If the lead is Closed reason
for Closure, First Category, Stage [i.e.
Leads, Prospect, Opportunities & PTP],
View History

Call Disposition
The below snapshot gives you an insight on how the lead can be tagged
/disposed
Call remarks section

Select Outbound on out calling


If you receive a call select inbound
If the member visits you select walk-in
Can be Hot, Warm or Cold

List of Memberships
Follow up date & time

Helps you to close the lead


and move ahead

Call Disposition
The below snapshot gives you the various dispositions that
can be used under PTP, Callback & Not Interested

PTP

Callback

Not Interested

Call Dispositions
Lets look at the Call Dispositions in detail.
PTP Dispositions :
PTP ONLINE

PTP OFFLINE

PTP Online: When member says that he/she wants to


make on-line payment, using (Debit Card, Credit Card & Net
Banking)
PTP Pick Up: When member requests for pick up (EDC,
Cash, Chq & DD)
PTP - ICICI: When member says that he/she will pay at
ICICI bank (Cash Payment)
PTP Shaadi.com Centre: When member says that he/she
would go to the nearest Shaadi Centre to pay. (EDC, Cash,
Chq & DD)

PTP IVRS

PTP - IVRS: When member says he is ready to make a


payment over the phone with the Advisor using his card
details.

NRPC ( Non Right party contact )


WRONG NUMBER

( Fresh Member & First Call on the Profile ) When advisor


called & member said Wrong Number.

NOT MY PROFILE

( Fresh Member & First Call on the Profile ) When


Member says that I have not created the profile & it is not
my profile.

Call Dispositions

Call Back :

NEED TIME TO THINK


OUT OF TOWN / NOT AVAILABLE

Member asks for some time to decide or think before making the decision,
Will call back or you call me back scenarios.
Member not in Town & Not available.

RINGING / SWITCHED OFF / NUMBER BUSY Ringing, Switched & Number busy.

MEMBER BUSY

Member asked to call back later as he/she is busy at the moment. Also, If
the advisor gets a Hang-up after knowing that the member is busy. The
advisor will still need tag that lead as Member Busy to keep it in followups and pursue later.

ALREADY CALLED

Already called lead by the same advisor or if the member says that he/she
has already received a call from Shaadi Centre.

Call Dispositions
Not Interested

WILL BUY AFTER 45-60 DAYS


CANNOT AFFORD TO BUY
TOO YOUNG / OLD TO MARRY

PROFILE CREATED JUST LIKE THAT

DUPLICATE LEAD

UNREACHABLE AT ALL

If member specifically says that he/she will pay after 45 to 60days or 2 to 3


months
Wants the membership if given for cheaper price or thinks it's too
expensive.
If the member beleives and objects that he is too young or too old to marry.
Profile created Just Like That, member passing time on the site or profile
created with the impression that the service is free of cost.

Member has two different profiles on Shaadi.com. Also in the scenario


when the same lead is assigned to two different advisors, one of the advisor
needs to close that lead as Duplicate.

Member's phone continuously ringing, ,switched off, not reachable, out of


service, etc. (Before deciding what to do with that lead, at least attempt 4
times in 2 days with different time intervals)

Call Tagging across different stages

Depending on the disposition that you select, accordingly the lead will move from the leads stage to
the other stages or out of the Response system. See the below image

Call Tagging Prospect Stage

A lead will move from the Leads Stage to the Prospect Stage when,
while tagging you select Call Response as Call Back Need Time To Think.
But, if a lead is already in Prospect Stage and you select Call Response as Call Back (Need Time
To Think or Out Of Town / Not Available or Ringing / Switched Off / Number Busy or Already
Called) then, the lead will remain in Prospect Stage itself and will reflect in the Calls For Today
page as per the next follow-up date that you have selected.

Call Tagging Opportunities Stage

A lead will move from the Leads or Prospects Stage to the Opportunities Stage when, a
member Places an Order Online.
Now, if a lead is already in Opportunities Stage and you select Call Response as Call
Back (Need Time To Think or Out Of Town / Not Available or Ringing / Switched Off /
Number Busy or Already Called) then, the lead will remain in Opportunities Stage itself
and will reflect as per the next follow-up date that you have selected.

Call Tagging : PTP Stage

A lead will move from the Leads or Prospects or Opportunities Stage to the Promise To Pay Stage
when, while tagging you select Call Response as PTP and then select any one from the available
options.
Now, if a lead is already in Promise To Pay Stage and you select Call Response as Call Back
(Need Time To Think or Out Of Town / Not Available or Ringing / Switched Off / Number Busy or
Already Called) then, the lead will remain in Promise To Pay Stage itself and will reflect as per the
next follow-up date that you have selected. Call Tagging Promise To Pay Stage Response

Response Homepage or Dashboard Page


Below is a screenshot of your Response
Homepage

Thank You