Follow up Process As per lead stage

Lead stages and follow up requirements 

1. Live Lead

  • First Attempt:
  • Contact Made:
     → Lead qualified → Transfer to Sales → Update Lead Stage: Call Transferred to Sales.
  • No Contact:
     → Change Lead Stage to Attempting Contact New.
    →     Follow-up Duration: 5-day follow-up cycle (daily attempts).

2. Attempting Contact New

  • If Contact Made:
  • Lead Qualified:
     → Transfer to Counselor → Update Lead Stage: Call Transferred to Sales.
  • Client Wants to Connect Later:
     → Create a Task for scheduled follow-up → Change Lead Stage to Task Lead.
  • If No Contact:
  • Aggressive Follow-up:
     → Attempt daily follow-up for 5 days, extend up to 7 days if needed.
  • Still No Contact:
     → Mark lead as Dead → No further follow-up needed.

3. Task Lead

  • If Contact Made:
  • Feeder Contact:
     → If qualified, Transfer to Counselor
  • Counselor Contact:
     → Continue actions based on call scenario.
  • If No Contact:
  • After Scheduled Attempts:
     → Send Follow-up Email + SMS → Follow-up for another 2 days.
  • Still No Contact:
     → Move back to Attempting Contact New → Continue daily follow-up.

4. Partial Documents Received / Documents Out (PWO)

  • Follow-up Timeline:
  • 7 days initial follow-up (SMS + Email reminders).
  • Up to 15 days total cycle for collecting missing documents.
  • If No Response: Lead will be considered Dead.

5. Paperwork In (PWI) Client has agreed to proceed with a Consumer Proposal.& Provided all documents and signed the agreement.

  • Actions Required:
  • Counselor to create a folder in the Share Drive with the client’s name.
  • Dump all collected documents and information.
  • Notify Finalizers that the file is ready for finalization.
  • Change Lead Stage to Under Finalization.
  • Book Trustee Meeting.
  • Keep a task for follow-up after the trustee meeting booking to ensure everything goes smoothly.

6. Under Finalization: Finalizer working on the file (verifying, preparing documents).

  • Follow-up Requirements:
  • Only for pending documents or missing information (if any).
  • Counselor should keep a follow-up task 1 day after booking the trustee meeting to ensure the process is on track.
  • Note:
  • No aggressive follow-up unless Finalizer requests specific missing information.

7. First Call Booked / Under Finalization: Client has provided all necessary documents and the trustee meeting is booked.

  • Follow-up Requirements:
  • Counselor to maintain follow-up tasks around trustee meeting dates.
  • Ensure client attends trustee meeting successfully.
  • Support client if rescheduling or additional clarification is needed.

8. Findings File has been sent back to the counselor due to pending docs or info:

  • Lead enters the Findings stage if after PWI / Under Finalization,
    The Finalizer identifies critical missing information, eligibility issues, or errors that delay the trustee meeting/final sign-up.
  • Follow-up Requirements:
  • Counselor must immediately follow up on missing details or documents.
  • Priority Follow-up: Within 2-3 days, maximum to resolve findings quickly.
  • Note: Findings must be closed urgently to prevent loss of client interest.

9. Trustee Meeting Booked Finalizer refers the file to Manager.

  • Finalizer notifies Booking Agent + Counselor through Booking Group.
  • Booking Agent’s Role:
  • Update Lead Stage.
  • Confirm or reschedule Trustee Meeting with trustee.
  • Counselor’s Role:
  • Stay updated, support in case of rescheduling or additional info.

10. Account on Hold After referral, if the trustee, inputer, or QC team finds missing information, the file is put On Hold.

  • Counselor’s Responsibility:
  • Immediate follow-up to resolve findings.
  • Follow-up Timeline:
  • 5 days of aggressive follow-up (daily calls/emails).
  • An additional 10 days of softer urgency follow-up.
  • Total follow-up window: 15 days max.
  • Objective:
  • Resolve hold issues and rebook the Trustee meeting.

11. Waiting for Deposit

  • Trustee meeting completed successfully.
  • Both Client and Trustee have signed the agreement.
  • Waiting for the first payment to arrive for the Proposal/BK.
  • Follow-up Actions:
  • Counselor or Admin to keep soft reminders (only if required).
  • Payment received → next stage updated.

12. Proposal Filed Meaning: First payment received.
Proposal officially filed.