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Prospect Queue

Overview

The Prospect Queue manages outreach to new potential customers (prospects) who are not yet Scott Recycling clients. Prospects move through a defined set of stages from initial contact through conversion or closure.

All prospect work lives in Scott Recycling → Customers & Sales → Prospect Queue.

Last Updated: February 2026 Target Audience: CSRs, Managers

Prospect Stages

Prospects move through these stages in order:

Stage Description Auto Follow-up
New Just added to the system, not yet contacted —
Initial Call First outreach call has been made 3 business days
DM Identified Decision-maker has been identified 2 business days
Packet Sent Information packet mailed or emailed 5 business days
Follow-up Call Follow-up call after packet delivery 3 business days
Closed Converted to active customer —

Terminal Stages

Stage Description
Not Interested Prospect declined service
Closed Lost Prospect lost for other reasons (out of area, competitor, etc.)

The Prospect Queue View

Prospect Queue

The queue shows all active prospects with their current stage, last contact date, assigned CSR, and next follow-up date. Work through prospects whose follow-up dates are due.

CSR Actions

Mark Initial Call

After making the first outreach call to a new prospect:

  1. Open the prospect record
  2. Click Mark Initial Call
  3. Add notes about the conversation
  4. The system moves the prospect to "Initial Call" stage and sets a 3-day follow-up

Mark DM Identified

When you've identified who makes recycling decisions at the company:

  1. Open the prospect record
  2. Click Mark DM Identified
  3. Enter the decision-maker's name and contact info
  4. The system moves to "DM Identified" stage with a 2-day follow-up

Send Info Packet

When you're ready to send the prospect information about Scott Recycling's services:

  1. Open the prospect record
  2. Click Send Info Packet
  3. Confirm the mailing address or email
  4. The system moves to "Packet Sent" stage with a 5-day follow-up

Mark Follow-up

After the follow-up call about the info packet:

  1. Open the prospect record
  2. Click Mark Follow-up
  3. Add notes about their interest level and next steps
  4. The system moves to "Follow-up Call" stage

Not Interested Wizard

If the prospect isn't interested:

  1. Click Not Interested
  2. Select a reason from the wizard (too expensive, have a provider, no e-waste, etc.)
  3. Add any notes
  4. The prospect moves to "Not Interested" stage

Note

After 3 "Not Interested" responses from different prospects at the same company, the company is flagged for manager review.

Contact Issue Wizard

If you can't reach the prospect or there's a contact problem:

  1. Click Contact Issue
  2. Select the issue type (wrong number, no longer at company, gatekeeper blocking, etc.)
  3. The prospect is flagged for manager review

Escalate to Manager

For prospects that need manager attention (large potential account, special pricing request, complex situation):

  1. Click Escalate to Manager
  2. Add a note explaining why
  3. The prospect appears in the Manager Review Queue

Manager Review Queue

Managers see a dedicated review queue for prospects that need attention:

Manager Review Queue

Prospects appear here when:

  • A CSR escalated them
  • There's a contact issue flagged
  • 3+ prospects from the same company marked "Not Interested"
  • The prospect has been in the same stage too long

Managers can reassign, update the stage, add notes, or close the prospect.

Prospect Conversion Metrics

The system tracks conversion rates across stages to help measure outreach effectiveness:

  • New → Initial Call rate — How quickly new prospects get contacted
  • Initial Call → DM Identified rate — How often the decision-maker is reached
  • Packet Sent → Follow-up rate — How many prospects engage after receiving info
  • Overall conversion rate — New prospects that become active customers

These metrics are visible in Scott Recycling → Reporting & Analytics.

Tips

Follow up on time

The auto follow-up dates are set for a reason. Calling on the scheduled date keeps momentum going and shows professionalism.

Always identify the decision-maker early

The sooner you know who makes the recycling decisions, the faster the prospect moves through the pipeline.

Use the Not Interested wizard honestly

Accurate reasons help managers identify patterns (e.g., pricing too high in a certain region) and adjust strategy.

Questions? Contact your supervisor or refer to the Getting Started guide.