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How Can I Use Automations to Hold My Agents Accountable?

Automate agent accountability to improve speed to lead, lead engagement, and conversion rates using Sierra Interactive.

Why This Feature Matters: Sierra's Automations empower teams to eliminate follow-up delays and hold agents accountable through streamlined workflows. Automations reduce lead loss, increase conversion rates, and help managers coach effectively by identifying outreach gaps. Teams using automation see faster response times and more consistent lead engagement.

Step-by-Step Instructions:

  1. Reassign Lead if No Initial Call is Made

    • Trigger: Lead registered 1 day ago

    • Condition: Agent has not made a call

    • Action: Task for the Primary Manager to reassign lead to another agent or lead pond

    • Frequency: Once per lead

  2. Follow-Up Call Task for No Agent Reply

    • Trigger: Lead contacts via email, text, or call

    • Condition: No agent phone call in past day

    • Action: Create follow-up call task

    • Frequency: Every instance

  3. Reassign Leads After 1 Day of No Contact

    • Trigger: Lead requests info or schedules showing

    • Condition: No call within 1 day

    • Action: Task for the Primary Manager to reassign lead to another agent or lead pond

    • Frequency: Once per day

  4. Follow-Up on High-Intent Activity

    • Trigger: Lead views/saves listing 3+ times

    • Condition: No outreach in 3 days

    • Action: Create follow-up call task

    • Frequency: Every instance

  5. Flag Low Agent Activity to Manager

    • Automation 1:

      • Trigger: Lead returns after 14 days

      • Condition: No call in 14 days

      • Action: Tag "No Contact in 14 Days"

    • Automation 2:

      • Trigger: Lead has tag

      • Action: Task for manager

    • Automation 3 (Optional):

      • Trigger: Lead has tag

      • Condition: Call made within 14 days

      • Action: Remove tag

Best Practices:

  • Set automation triggers within 3-15 minutes for new leads

  • Use behavioral triggers to personalize outreach

  • Review automation reports monthly

  • Clearly communicate automation rules to agents

  • Monitor call activity and reassign as needed

Troubleshooting Common Issues:

  • Issue: Automations not firing as expected
    Solution: Use Sierra's "Test" feature to validate settings

  • Issue: Agents confused about tasks
    Solution: Provide a brief training or documentation on automation logic

FAQs:

  • Q: Can I adjust trigger timeframes?
    A: Yes, customize based on your team's lead response times.

  • Q: Can I reassign leads to a lead pond?
    A: Yes, automations support reassigning to both agents and lead ponds.