Lead Management (All Leads, Not Called, Callbacks, High Ends)
Purpose: For Sales, CX, Operations & Management Teams
1. Purpose of This Module
The Lead Management Module ensures:
✔ Every customer who starts the process is followed up
✔ No high-value opportunities are missed
✔ Sales & CX teams have a structured follow-up process
✔ Better conversions → More orders for Cashkr
✔ Improved customer experience
This module helps teams monitor, call, follow up, and convert leads into completed orders.
2. What Is a Lead?
A Lead is a customer who:
Selected a device
Checked the price
Entered details
Did NOT complete checkout
(meaning they did not place the order)
These users have high intent but need follow-up.
3. Lead Categories in the Admin Panel
The Admin Panel breaks leads into four actionable categories:
All Leads
Not Called
Callbacks
High Ends
Each category has a different purpose and workflow.
4. Category Breakdown & How to Handle Each
A. All Leads
Meaning:
All uncompleted leads from all customers.
This includes:
New leads
Called leads
Follow-up leads
High-value leads
Callbacks
Used by: Sales, CX, Management
What to do:
Filter by date/city/device
Review notes left by agents
Check lead sources & patterns
Monitor team activity
Identify where drop-offs happen
Key Actions:
Call lead
Add notes
Update disposition
Send checkout link
Follow up again if needed
B. Not Called
Meaning:
Leads where no action has been taken yet.
No calls.
No SMS.
No notes.
These are priority leads.
Used by: Sales, CX
SOP Action Flow:
Call immediately (within 15 minutes ideally)
Use approved calling script
Collect reason for non-completion
Offer assistance
Update disposition
Add internal note (mandatory)
Expected Outcome:
Convert into orders
Move customer into Callbacks if needed
Remove from “Not Called” once action taken
CX/Sales SLA:
Every Not Called lead must be attempted within the same day.
C. Callbacks
Meaning:
These leads asked for a scheduled follow-up.
Examples:
“Call me after work”
“I will check and confirm in the evening”
“I want to re-verify price later”
“I am busy right now”
“I need to talk to someone at home”
Used by: Sales, CX
What to do:
Check callback time
Call exactly at the noted time
Use callback-specific script
Update disposition after the call
Retrigger a link if needed
If customer is still uncertain → follow-up again next day
Purpose:
Maximize conversions by respecting user timing.
Must Follow Rule:
Never miss a callback → It shows poor customer experience.
D. High Ends
Meaning:
Leads that relate to high-value devices with high commission potential, such as:
iPhone 13/14/15 series
MacBooks
Flagship Samsung models
High-end laptops
iPads Pro
These are leads that can significantly increase revenue.
Used by: Sales, CX, Management
How to Handle High Ends:
Priority calling
Senior sales rep should handle
Detailed explanation of Cashkr benefits
Offer additional support (WhatsApp follow-up, clarification, etc.)
Ask if customer wants a home pickup
Push towards creating an order immediately
If unsure → mark as Callback
Key Goal:
High Ends must be converted at a higher rate than normal leads.
Management Expectation:
Daily review of High-End leads and follow-up quality.
5. Lead Disposition Options
Every lead must end with a correct disposition:
1. Connected
Customer picked the call
Under Connected →
Create Order
Callback
Waiting for Quote
Customer Will Place Order
Already Placed an Order
2. Not Connected
Not Reachable / Switched Off (merged category)
Try 3 times and log attempts
3. Create Order
Customer is ready to book pickup now
Sales assists in placing order
6. Lead Handling SLA
Lead Type | SLA |
|---|---|
Not Called | Call within same day (priority) |
High Ends | Call within 15 minutes |
Callbacks | Call at the exact scheduled time |
All Leads | Follow-up within 24 hours |
7. Calling Scripts (Short Version)
A. For Not Called Leads
“Hi, you checked the price for your device on Cashkr. Can I help you complete your order?”
B. For High Ends
“You’re getting one of the best prices for your device. Would you like me to help you book the pickup right now?”
C. For Callbacks
“As scheduled, I’m calling you back regarding your device price. Shall we proceed with the pickup now?”
8. Notes Entry — Mandatory Rule
Every call MUST have a note:
Examples:
“Customer busy, callback at 7 PM”
“Customer negotiating price — asked for quote comparison”
“Customer ready — shared checkout link”
“Switched off — will retry at 3 PM”
If it’s not written → it didn’t happen.
9. How Management Uses Lead Module
Management monitors:
Number of leads generated
Follow-up completion
High-end conversions
Not Called backlog
Sales agent performance
City-wise lead quality
Lead-to-order conversion rate
This helps optimize sales staffing and marketing budget.
10. One-Page Summary (Training Card)
Lead Categories:
All Leads → Complete list
Not Called → Highest priority
Callbacks → Scheduled follow-ups
High Ends → High-value devices (must convert)
Team Responsibilities:
Sales → Call & convert
CX → Support follow-up & lead correction
Ops / Management → Monitor quality & volume
BD Team → Ensure city/pincode coverage, reduce lead wastage, improve lead-to-order potential
SLA:
High Ends → 15 min
Not Called → Same day
Callbacks → Exact time
All Leads → 24 hours
Outcome:
Higher conversions → more orders → better revenue for Cashkr.