| 摘要 |
The present invention relates to a method and system for improving management of leads in a call center. The method includes receiving, by a vendor lead management system, an electronic query from a customer. The electronic query is parsed to generate a lead. The lead is one of a sales lead and a support lead. The lead is inserted into a vendor record that is configured to receive the leads associated with a plurality of customers. Availability of an agent from a plurality of agents is determined for being assigned to the lead. The plurality of agents are associated with a vendor and the agent is located in one of a vendor location and a remote location. Further communication is enabled between the agent and the customer, where the agent communicates with the customer through an agent mobile device. The communication is further recorded and stored in the vendor record. |
