For Kit Types:CRM, MCA CRM (iMerchant), BPO, ERP, VoIP, IVR
Retention Admin allows your organization or business to configure various retention batches and deliver them to retention agents. A batch is a class of data related to conversions in your organizations instance type. Once batches are configured and assigned to users, you can measure a user’s performance for each batch through the History and Trends displays.
For this walkthrough, we’re going to use an example case from the BPO Kit’s iMerchant instance. You’ll be able to find this tool by clicking Tools & Reports, then Management Tools, then Retention Admin.
Retention Admin is divided into two sections: Users and Batches. In the Users section, you may add and remove users by clicking on the corresponding buttons, and also examine the batches assigned to each user by clicking on their batch totals. If you click on a user’s batch total, you will have the option to examine the history and data trends for each batch. You will also have the options to deliver batches to the agent now, or schedule the batches’ to be delivered by email.
- If you click History, select the date range, and the user’s performance in the selected period of time will be displayed.
- If you click Trends, select your trend type, and the user’s performance for the past six months will be displayed in monthly intervals.
You may create, edit, or remove batches in the Batches section of Retention Admin. When entering a batch, you may enter its name, the payoff percentage range, the number of days since the records reached 100% converted, and the funding amount range.
There are also two other sections for each batch: Product Filters and Copy Recipients. For users of the BPO Kit’s iMerchant instance, Product Filters allows one to filter retention records only associated with selected lenders. The Copy Recipients field allows admins to select other agents who should be CC’d on that particular batch’s email delivery.
Lastly, you may preview the contents of a particular batch by clicking the Preview Current button.