Lead Management

Lead Management is the systematic process of importing, tracking, and progressing potential donors through your phone fundraising pipeline within the Evergiving Call Center.

Core Concepts

The system transforms raw contact lists into actionable calling campaigns through three integrated components:

Call Lists

These serve as organized containers for your leads. You can create multiple lists with different priorities and apply specific weighting rules to control how leads are served to agents.

Status Tracking

Using a clear hierarchy to manage lead progression:
- Call Status (Pending, Complete, Remove, Do Not Call) controls queue position
- Call Outcomes (No Answer, Busy, Connected) record attempt results
- Final Outcomes (Pledge Made, Not Interested) capture conversation results

Automated Workflow

Ensuring efficient lead handling the system automatically retries unanswered calls, honors scheduled callbacks, enforces attempt limits, and serves the "next best" lead through the Auto Dial system.

Operational Flow

Leads progress through a defined lifecycle: from import into call lists, through multiple contact attempts with automatic retry logic, to final resolution with appropriate status updates. This creates a measurable pipeline from initial contact to conversion.

Strategic Value

Effective lead management maximizes contact rates by ensuring timely follow-ups, improves conversion through intelligent prioritization, and maintains donor experience by preventing excessive contact. The system provides complete visibility into campaign performance while supporting compliance through integrated Do Not Call lists.

The framework works alongside Verification Calling and Welcome Calls to create a comprehensive donor outreach system.