This is probably the number one note in any lead management or CRM system, but am I helping or hurting? This has become an interesting discussion among our icoSales clients. So, let’s analyze a couple of side of the debate and then open it for comments:

Leave a voicemail:

• They know I attempted to contact them and did it quickly
• They get to hear my company’s name and a 5 sec pitch
• It may generate an in-bound call, which reduces my contact/call ratio
• If they call me back it is an indication of interest
• If I leave a voicemail I don’t have to keep track of them until and if they call back

Don’t leave a voicemail:

• I show them I am responsive with a lead receipt email and by frequently calling until I contact
• My voicemail may not be appealing to or even deter my prospect from taking subsequent calls
• I do not get an opportunity to pivot objections or overcome a pre-conceived notion or bias 
• They submitted an Internet lead because they want me to do the work, not wait on hold when they call back
• There is some data that shows that call-backs actually do not convert as well as outbound contact
• Inbound calls are disruptive to my outbound call flow and efficiency and my interrupt my service to another customer-inbound should be handled by a different team
• I can efficiently track call back periods and make multiple attempts per day-I don’t have to play phone tag with the customer

What are your thoughts and experiences?