New Lead Handling Procedure

First 5 Minutes

Immediately after receiving a new lead:

1. Call the client.
2. If the client does not answer, immediately send a welcome message.

The client must clearly understand who is contacting them and regarding which inquiry.

First Hour After Receiving the Lead

If the client does not answer the first call or respond to the message, make 2 additional call attempts within the first hour.

Do not make three calls in a row. The attempts must be distributed throughout the hour.

Remaining Part of the First Day

If you are unable to reach the client after three calls and one message, make at least 3 additional call attempts during the rest of the day.

It is important to call at different times to increase the probability of reaching the client.

This allows us to try different time periods and significantly increases the likelihood of the client answering.

Second Day

If contact was not established on the first day, start the second day by sending the client a message.

1. Send the client a message.
2. If there is no response, make a call in the morning.
3. Make the next call attempt in the afternoon.
4. Make the third call attempt in the evening.

Calls must be distributed throughout the day to maximize the chances of reaching the client at different times.

Third Day

If contact was still not established on the second day, follow the same procedure:

1. Start the day by sending the client a message.
2. If there is no response, make a call in the morning.
3. Make the second call attempt in the afternoon.
4. Make the third call attempt in the evening.

Messenger + Email Follow-Up

To improve our contact rate, the following steps are added to the existing calling procedure. They are carried out in addition to all calls required by the procedure.

On Days 2 and 3, try to send your messages and emails at different times each day to increase the chances of reaching the client.

This should help us reach more clients and qualify leads more effectively.

Closing the Lead

If the broker has fully followed the procedure for 3 days, completed the required number of calls and sent all required messages, but has still been unable to establish contact with the client, the lead may be closed with the following status/comment:

Mandatory CRM Activity Tracking

Every attempt to contact the client must be recorded separately in the CRM.

This allows us to see:

• The exact time of every call;
• The time messages were sent;
• The sequence of actions taken with the lead;
• Whether the broker is following the procedure;
• Which actions produce the best results.

The First Message Must Be Attached in Bitrix

The first welcome message sent to the client must be attached in Bitrix.

This allows the manager to:

• See how the broker starts communication with the client;
• Evaluate the quality of the first message;
• Provide timely recommendations;
• Correct and improve the wording;
• Increase the overall conversion rate from lead → contact → deal.

Why CRM Comments Are Important for the Broker

Proper CRM management is not a formality or additional reporting.

It is a tool for improving the broker’s own conversion rate.

When every action is properly recorded, we can objectively analyze:

Based on this data, we can continuously improve the lead management process and increase the number of successful contacts and closed deals.