Goal: be able to generate a report each month on calls recieved by our call center with whatever data they able to glean from the caller.
Challenges:
1) we have been using Leads but we can't create a lead without a name and lots of people won't give out any personal information so we fail to record data on calls with unidentified callers.
2) we need to assign a category to the call (we've been using Interested, Qualified, Not Qualified) and a sub category that helps us drill down further into the customer needs and intersts.
3) we need to report out to the client every month with number of calls, sources, categories, etc...
In short, we need the ability to collect detail without the customer ever giving us a name, phone, or email -- and report out on it.
Thanks for the advice!
5 answers
Creating a new object could be a solution - where the record name is just the phone number. You can track activity against them and add a 'Create Lead' Quick Action (would need to add a lookup for the custom object on th lead object first) that prepulate any values.
This way you have a sort of 'pre-lead' bucket of numbers, then a lead bucket for those that were more than just throwaway calls.
