How do you route each lead to the salesperson most likely to close it?
Use your floor’s own call and sales history to predict how likely each agent is to close each lead, then give every lead to the agent with the best chance who still has room for it. Round robin shares leads evenly and skills routing picks the right team. Predictive pairing, as BestPair calls it, picks the agent inside that team.
New to BestPair? See what it is and how it works
Four ways floors allocate leads today
| How it decides | What it misses | |
|---|---|---|
| Round robin or next free agent | Whoever is next in turn or idle longest | Who is good at what |
| Skills routing | Rules you set: product, language, licence, region | How well each agent does inside the skill |
| Top performers first | The leaderboard: best leads to the best agents | The top agents run out of hours, and "best" is an average |
| Predictive pairing | Who has closed leads like this one in your own history | Leads that convert with anyone gain little |
Skills routing stays the right first cut. A licensed agent has to take a regulated product and a Spanish speaker has to take a Spanish-speaking lead. Predictive pairing works inside the group your rules already allow and adds one decision at the end: which agent in that group gets this lead. Why agents close at different rates.
How predictive pairing picks the agent
- History tied to agents. Past calls and sales linked to the agent who worked each lead.
- Details on each lead. Whatever your floor records about a lead before the call.
- Each agent’s volume stays where you set it. Work spreads across the floor, which is why your best agents do not simply get everything.
- Updated as results come in. The model is updated about once a month, and weekly in the first couple of weeks.
The team behind BestPair has applied it to outbound floors, collection campaigns among them, since 2011.
What stays the same
Your agents, your lead sources and your dial volume. Your dialer, your CRM, your scripts and your offers. Do-not-call lists and every consent and contact rule stay exactly as they are. People make every call: BestPair never dials, calls, texts or contacts anyone.
The data BestPair needs is lead IDs, lead details and outcome history keyed to each agent, pseudonymised: the lead IDs are your own, and BestPair does not ask for names, phone numbers or email addresses. The matching is calculated off-site by BestPair and does not run inside your environment. Data arrives by encrypted SFTP to a folder BestPair provides, never by email.
How the assignments reach the floor
- Agent-owned lists, preview or manual dialing. A file of assignments each morning, naming the agent for each lead, loaded into the dialer or CRM the way lists are loaded today.
- Predictive dialer. BestPair works through the dialer’s own skills-based router, which delivers its assignments.
- Progressive or power dialer. Named agents where the dialer supports agent-owned lists, segments where it does not.
BestPair is integrated with TCN and Genesys and has done some work with ViciDial.
Whatever the setup, the change has to be measured: split leads at random as they arrive, run both ways in the same weeks and compare sales per contact. How to prove a routing change worked.
Common follow-up questions
Our CRM already allocates leads. Do we need a separate tool?
Your CRM stores leads and applies the rules you give it. It does not predict which agent will close which lead. BestPair supplies that assignment, and your CRM or dialer loads it the way it loads lists today, so agents keep the screens they already use.
What happens when the matched agent is busy?
If the matched agent is busy, the assignment trades down to the next-best agent who is free, so no lead waits. How often the chosen agent takes the call is tracked, because it decides how much of the gain you see.
Are the pairings worked out in advance or at the moment of the call?
In advance, for the agents on shift. Nothing waits on a calculation while a customer is on the line, and the dialer runs at its usual speed.
What lift can we expect?
It depends on how differently your agents close on different kinds of leads, and nobody can tell that before your own history is measured. The honest answer comes from a pilot against a control group run in the same weeks. Why a pilot can trail at first, and how to judge one.
Where to next
How it works
See what BestPair does
Which agent works each lead or account, decided from your own floor’s history. People make every call; the dialer, scripts and offers stay as they are.
Read the overviewProof
How to prove a routing change worked
Split leads at random, run both ways in the same weeks and compare. Written for collection floors; the method is the same for sales.
Read the methodYour floor
Talk it through
A fit call, not a demo. If your floor is not a fit, you will hear it on the call.
Book a fit call
Would it be a bad idea to spend 45 minutes finding out?
If your shop does not qualify, you will hear it on the call, not after you have paid for a report.
Book a 45-minute fit call