first step, Jacob. I I feel like you're going to have a great day nailing that.
0:10
It's been a It's been a few years since I've missed hitting that, but that is always extremely disappointing when you
0:16
miss hitting that. So, uh well, thanks everyone for joining us for today's webinar. Um Scott uh you know this is
0:25
going to be the second sess session in the series and I know folks are still joining so why don't we take a minute
0:31
here and uh you want to walk through what prompted you uh to to want to talk
0:37
about you know last time was inbound this time is outbound you know what what's what's prompted you to to start
0:44
this series of of shows yeah I I I think a lot of people um
0:51
I mean it it's just been the feedback we've gotten from customers. They they really just want to plan. A lot of them
0:58
want to know best practices and you know that's why we added the training program, the manager training program
1:03
and such based on feedback and uh and I when I look at things um I I see people
1:12
doing incredible things and I wanted to just pass along that information. My plans by the way uh we'll have a sales
1:18
focused one coming up. We're also going to have what we're learning from uh scoring all these calls via pulse on one
1:25
of the future ones as well. Today is very service marketing focused. Uh and I I hope people enjoy it.
1:32
Well, good. Well, and that uh with that said, Scott, you want to pull up your
1:38
screen and uh we can get started?
1:44
Yeah. Um I'll go Jake. Yes. All right. Um, you know, we're going to
1:51
talk about uh building a strategy uh with Outbound. Um,
1:57
a lot of this is just the basics. You know, you guys are the ones that make it happen in in Voli. You know, we just
2:03
make it easy for you to to build it. Uh, but uh um there there's not going to be
2:09
any big surprises. A lot of this will be familiar to a lot of a lot of you folks.
2:14
Um, but I I'm confident if you apply of what's in here, you can uh you can grow
2:20
your business. Um, this will take about 20 to 25 minutes is all. We'll leave a
2:26
few minutes for questions at the end, but but I' I've timed this deck out. If anyone wants a copy of the deck, either
2:33
reach out to Jake or Liza or Wendy, and they'll get you a deck uh get a copy of
2:38
the deck going forward. So, um, so here we go.
2:46
You know, to me, uh, outbound is about offense. And we we've talked about this a lot. Uh, inbound is defense. And, uh,
2:54
um, unless you've got a dealership where your where your retention is 100%. And,
3:01
you know, we'll talk about that a couple times today. You just can't wait for people to show up. You've got to assume
3:07
that that you can uh that that you can impact your business and grow it. And that's really the focus of what we're
3:13
talking about today. So, um, first of all, are you doing the
3:19
basics? Um, are you spending five minutes a day with every agent? If you are scoring calls,
3:26
whether you have pulse or you're doing on your own, you're listening to them. Um, are you talking about the reasons
3:31
why they didn't schedule a uh uh an appointment? Are you uh really working
3:38
on script adherence? So, what's the difference between uh someone who
3:44
converts uh 35% of the people they speak to on an outbound appointment and
3:49
someone who converts 5%. Well, a lot of it is just confidence.
3:55
So, um I I slam my hands there for emphasis, Jake, and I turn the slide.
4:01
So, um a lot of it is just confidence. Um,
4:07
I you need to uh train the script until you know they don't need the script. So,
4:14
all new employees, I would spend a few minutes every day having them go over
4:19
the the script u when they deliver it, interrupt them, ask them some questions,
4:24
get it till they don't need the script. That should always be your goal. Secondly, um by the way, a lot of these
4:31
terms today and a lot of uh my focus will be Volie focused. We know we've had quite a few people register who
4:38
aren't volley customers. Um most of this applies to to your BDC in general. Um so
4:45
with or without Voli. So I I just that that's that's our viewpoint there. But um when you work with your agents, are
4:51
you training them on your outcomes, your dispositions? uh if you don't uh have consistent
5:00
dispositions or call outcomes, then it's hard to really build the numbers around what works. So, five minutes a day
5:06
drilling the script, talking about finding a call that you can improve what
5:12
they're doing and uh and then drilling dispositions. It's just the basics.
5:18
It's really the basic of any call center. Um, and a BDC is a call center
5:23
uh for a dealership. So, are you doing that? That is one way that you can uh
5:29
that you can improve your BDC pretty much right off the bat. Um, have a service mindset. Uh, so once again,
5:37
every vehicle that has been sold in your dealership needs service. They just
5:42
don't need it from you. So, we see a lot of call reluctance. Um, we see people
5:48
who are are worried about uh interrupting people. Um,
5:54
customers need service, every one of them, and they want good service. We see, you know, there's over
6:02
20 million calls a month in Volie right now. We see relatively few calls get
6:07
marked as price objections. It's it's such a small amount when we
6:13
look at dispositions. Customers go places because they want help and they want good service. So, when you call a
6:20
customer, um, don't worry about interrupting them. You're you might uh
6:25
have some people who maybe they're doing something that wasn't on their mind, but
6:31
come come at this with with that you're here to help them and uh and take care
6:36
of something they have to get done. It's a different mindset than someone saying,
6:42
"Oh, gez, I'm doing cold calls on people who are due for service." Uh, everyone
6:47
needs it. They just don't need it from you. So, have a service mindset. The day will go better. You're still going to
6:53
get stepped on a bit by people who weren't expecting it, but um but everyone needs service. They're dying
6:59
for good service. If you're confident in your scripts and you have the uh the mindset that
7:07
everyone needs service and you're doing them a good good favor uh you will convert more
7:14
benchmark outbound. So Volie uh uh we do about a 100 demos a
7:22
month right now and the ones I listen to there are um most of the BDC's have a
7:31
benchmark for their agents. 60 calls a day, 80 calls a day. Uh very rarely do
7:38
we run into uh um to uh dealers that benchmark inbound and outbound
7:44
separately. if there's so this is another takeaway with or without volley that you can improve your BDC greatly
7:53
just by benchmarking outbound attempts separate from inbound calls they take every day if you don't do that every day
8:00
you're busier than normal you made zero outbound attempts what do we consider a good ratio uh we consider two outbound
8:08
attempts for every one inbound call to be uh to be a good ratio now that
8:14
assumes that you are taking 60 to 70 inbound calls a day per agent. So, the numbers
8:21
are going to be a little different at the at a a single store where um a busy
8:27
inbound day will will take 40 to 50 calls and then you can make more
8:32
outbound calls but you need more coverage to a central BDC where the inbound uh volume can go up because
8:39
you've got more people spread upon uh the peak parts. uh just make sure that
8:45
you make outbound attempts every single day.
8:53
Okay. So in volley uh we track things like agent drop rate, uh customer drop
8:59
rate, answer rate, etc. Um sometimes the numbers might be too good. You think
9:04
you're doing a good job, but really uh we're not as efficient that we have. And
9:10
one thing I want you guys to all get out of today is that you can always do more
9:15
than you're doing. Um it it you know first you need to imagine it in your
9:20
mind. Remember every every decision you make in life you make twice. Once in your mind and then once when you do it.
9:26
Uh make in your mind that you're going to speed up your agents and you can do it. So agent drop rate. What is a good
9:32
rate? We consider the 6% under 6% uh um
9:39
a good drop rate for a central BDC. Um then if you call people back in volley
9:45
your your adjusted drop rate is around 3% meaning that your store is performing
9:50
at 97% on inbound. If you have a drop rate where it is 1 or
9:56
2%, you probably have your agents sitting around uh waiting four calls. Um
10:05
and they're not as productive as they could be. Uh and you know, that isn't me
10:10
saying that we want people to uh to just willingly not get phones answered, but
10:17
considering Voli automatically calls people back and you'll reach almost 60% of them. Um
10:24
I sometimes too low of a drop rate can be too low. Uh answer rate um 35% is
10:32
typical. So uh on service retention. So if it is if your answer rates at 50% uh
10:40
you might not be getting through the cues. It's a good sign that you're not pacing enough. So, however you track
10:46
those, whether you're doing it in a spreadsheet or anything else, that is uh that's that's what I look at. Um, make
10:54
multiple attempts. So, if you enroll 100 people and you make four attempts, the
11:01
math kind of ends like this. To get through those 100 people, uh, at a 35%
11:07
answer rate, you'll speak with about 70. Um, and this includes call backs. it. You know, it's 50% the first time, 25
11:14
the second attempt, 20 the third, and 15 the fourth. We don't normally recommend going over four attempts for service
11:20
retention. Uh we do have some people that do, and you'll have to adjust your answer rate for that, but just keep in
11:27
mind um there is uh uh you can reach about 70 people of a 100 if you've got a
11:33
35% answer rate and you've gotten through the cues. Takes about 280 attempts. That's another reason why
11:39
pacing is important because the last uh five or six or 15 people, etc., there's
11:46
there's buyers in there. We see it all the time. So, make multiple attempts.
11:53
Everyone has a smartphone on this call. I I don't even know if they sell phones that aren't smartphones anymore. Uh
12:02
always include voicemails in your strategy. Um uh ha we see half in a lot
12:09
of cases of uh of um outbound appointments come from people who call
12:15
back an agent who left a nice message. Um all messages get transcribed
12:21
nowadays. Um uh speak clearly and smile. Just remember uh you may have said this
12:28
this voicemail greeting 65 times. um it's the first time that customer is hearing that and it can it can uh double
12:35
your outbound business if you do that get a lot of call backs from this. Um
12:41
Jake on other calls you've asked about uh should we use the the uh instant
12:47
voicemail feature where we place one on there. Um it's a matter of efficiency.
12:52
Uh I like where you can uh always using the human touch. Um, and I would I would
12:58
sprinkle that in uh if your pacing isn't where it is uh to save you the 30
13:03
seconds in between calls. Um, when you're leaving a voicemail, don't call
13:09
and say, "Hi, this is Jake from Volie Motors. Uh, you're due for service."
13:15
Say, "Hi, this is Jake from Volie Motors and um and I'm calling to help you take
13:22
care of your 2022 Camry." uh um it it's
13:28
ready to be serviced. Have affirmative, helpful voicemails. Work on your scripts. We can help you with that.
13:35
Always leave a voicemail.
13:40
Okay, this is this is something that might be controversial, but I would
13:45
always start with the people who are due. Like I said earlier, um there isn't
13:51
a single dealer who has a has a retention rate of 100%. So to me, um
13:57
setting aside telematics where some of those need to be called immediately, we're talking about first service and
14:04
active service first. Um with most of the manufacturers, if they skip you
14:09
once, they're going to be inactive already. And uh um and you where you look at
14:17
someone with a uh 100 people that you speak with 35%
14:24
um you know on active customers you can convert over 30% of those two
14:30
appointments. When you're talking about people who have went somewhere else that uh that return goes down by uh by three.
14:38
So always start um of course track conversions by car ter uh by category.
14:45
Um but uh um it is uh
14:52
it's always human nature to say oh I got to get the people back in who left. Um
14:57
you can mow through the list of people who uh who are due for service very
15:02
quickly and then you can still get to those people and it's just a matter of pacing. But I would always start with
15:07
them. It it is it it is maybe controversial for a lot of the service managers on this call, but but um your
15:15
retention rate is not 100%. I would start with these customers.
15:21
We get a lot of people who um ask about text messages and emails. Um uh best
15:28
practice, emails and text messages should work in conjunction with calls.
15:34
Think of your own personal history. How many text message solicitations do you
15:39
get? How many do you actually convert on? Um we see about 7% uh of campaigns.
15:47
We know 100% of them get get delivered uh of that are you know the good data and such. Um interesting uh interesting
15:56
stats though. Uh 32% of all the customers who received an SMS came in.
16:03
56% did not schedule it through the BDC. Uh, a best practice, always include a
16:08
scheduling link in every message. Again, remember, we're here to serve our customers and make it easy. Um, Valet is
16:16
with our new reporting platform that will be coming out at some point. We're going to build a report that shows the
16:22
activity that you generated where you didn't schedule an appointment to. That's something that a lot of you have
16:27
requested. Always include an SMS. SMS works in conjunction with the phone. The
16:33
phone is still the best way to to interrupt people, but I would always send an SMS if you can.
16:42
How fast should they work? So, um you know, one of the answers is
16:49
faster than they're working now. A lot of people just don't realize how much faster you can go. Um, generally, uh,
16:58
um, wherever you're at now, don't feel bad. Make a goal to go faster because
17:03
you can. And I've got some numbers to share later in the presentation. Um, uh,
17:09
we base these numbers based on being on the phones 50 minutes an hour. Uh, BDC agents have hard jobs. Everyone is their
17:16
boss in the dealership, so they need a break. It gets stressful to go from call
17:21
to call to call. Um but uh um you can go
17:26
faster. I would love to see every BDC over uh 200 uh attempts plus inbound
17:34
calls every day at a minimum. You know, 60 to 70 inbound calls, double that for outbound. You can all get there. And uh
17:43
um what about preparation? What about research?
17:49
Um, the BDC isn't anything any different than anything else in your dealership.
17:56
The people who do the most thoughtful activity generate the most business. So,
18:02
it is very important to know uh to be ready for a phone call.
18:07
But really, you just need to know one reason because the customer, if it is your policy to um to sell them every
18:16
service available, uh you know, you still need to get have a reason for them
18:22
to stay on the call. Uh if you do engage with them, you've got plenty of time to look up what else they might be due for.
18:28
Get really good at at a hook with one reason. Pacing is more important than
18:35
taking five minutes between every call. If you figure 65% don't answer and you
18:41
know most stores already have the philosophy that that BDC agents schedule appointments service advisors sell um
18:48
you have plenty of time if you reach the person uh to look at the other things they might be do with um especially
18:55
recalls etc. Um, research is important. Going faster is more important. Be
19:02
comfortable with the scripts. Move fast. Pick one reason.
19:08
Um, how what is a good appointment number per stores? So, I'm going to throw out
19:15
some numbers and uh um and you might
19:20
think they're crazy and I can tell you right now that none of them matter
19:26
without knowing what other calls the BDC is making. You know, we have some stores where the B making and taking the BD we
19:33
have some stores where uh 80% of their calls inbound are not appointment calls.
19:40
Well, that limits how much you can do uh for, you know, if if you're taking a lot
19:46
of time with non-revenue calls. Um, what is a good good appointment number? We
19:51
see a lot of our mature BDC's getting up to 40 attempts or 40 appointments today
19:56
uh inbound and outbound together. Um, when you're tracking this, look year-over-year and you and you'll see
20:03
important uh you'll see good uh good learnings there. Um, it's why you
20:08
benchmark inbound outbound separately. Uh, it's why you track uh your your
20:14
conversion rate by appointmentable lead calls. And uh um I would start tracking
20:20
what it is and I would make a goal to uh to up it. So
20:26
So here I've got some numbers just to close this out. I included uh one single store and then uh and then I included
20:33
some dealer groups we have just so uh just so I've got some bigger numbers
20:38
here. But this is one of our earliest stores on you can see in the first uh um
20:44
and this was actually um so th this was October years 2 through five. This was
20:51
actually December because their first month was in September in their first year and I didn't think October was a
20:57
fair representation. And so the appointment numbers a little bit different but um you can see in year
21:04
one they took 20,000 inbound calls um made 11,500 outbound attempts.
21:13
Uh year three they took a massive leap forward. their agents improved. Um, in
21:20
the second year, by the way, we we started tracking productive hours. Um, you can see this year they scheduled
21:27
5,000 outbound appointments in the month of October. Um, with 3,58
21:33
productive hours in the BDC. Um, that does not include the people who they
21:39
generated activity who came in anyway. These were directly attributed to appointments they made. The other
21:45
interesting thing, almost exactly 50% of their outbound appointments were people
21:50
calling back. This this this a great BDC manager who runs this store. Uh they
21:56
train and drill on on converting. They train on voicemails. Um this is the
22:02
compound effect though of of uh getting faster. They did add four stores if
22:08
you're wondering why the the the the jump up there. But this is the culminating effect of teaching your
22:16
customers that they need to get in the habit of coming in, building a habit
22:21
with them. This is what you get by doing it year after year after year. And
22:27
remember, every outbound appointment you make, either they weren't going to come in or they weren't going to come in as
22:32
fast. and you guys get to take the call uh before they have a problem most of
22:38
the time and schedule it when it's convenient for the dealership. Uh compare that with most inbound calls
22:45
that are unsolicited. They're usually calling with a problem. They want to come in in the morning and they want a loaner car. These numbers compound if
22:52
you focus on them. If you drill the basics, um you can do incredible
22:58
numbers. Here's a new dealer group. This is I thought this was an incredible arc. Um this was July, August, September,
23:05
October. Their first full month, their agent drop rate on inbound was 1203. And I just
23:12
included that this is an outbound seminar. But I wanted to show you how they could improve outbound by also
23:18
improving uh the business for the people who are trying to do business with them. Very very good management at this dealer
23:25
group. But you can see uh in their first month they went from 1559 outbound
23:31
appointments to over 2,000 in their fourth full month. All while improving their inbound performance every month.
23:39
Their agents are picking up the pace. They know their staffing levels. This is
23:45
a good projection for a pro projection for you to uh map out what you're doing.
23:51
All of you new people on the call, we benchmark the first three months. Um uh
23:57
up your attempt goals every month. Okay. So this is a single store.
24:06
Um in October they made 11,000 outbound attempts, spoke with 3,467,
24:12
took 4,300 inbound calls. Uh they scheduled almost,00 outbound
24:18
appointments. Their appointment rate on people they reached was 7.69% 69% on the
24:24
people who called them back from a voicemail. Uh it was 17% of the people
24:30
they converted. Uh and this isn't quite the one to one that I gave for this other example. Um uh and it's and it's
24:38
because of their high appointment rate here on conversion, but this is a good good barometer for a single store. So uh
24:46
they have three and a half, four agents depending on on how you classify it.
24:51
they hustle. So, um, by the way, I'll I'll do any of these calls whether
24:57
you're a customer or non-C customer if we if you want to talk pacing with me. Um, finally, what are this is from a
25:04
very uh good BDC we have that's been on multiple years. Um,
25:12
they take about 70 inbound calls an agent per day. This was the month of October.
25:19
Year-over-year, you can see they keep getting better. In
25:24
year three, they realized they needed to pick up the pace. Look at the difference between 150 and 230.
25:32
Uh they had one agent average 70 appointments a day and 300 handles. Uh
25:37
they had five agents average over 50 appointments a day. Now, again, you're thinking, "How could I ever get to that?
25:43
We're only averaging 18 a day." These numbers only matter in conjunction to
25:48
the other non-revenue calls that they have. Just for reference, their status checks are at 20% or less. They take no
25:57
other inbound calls that aren't revenue calls. They really help it. But they've improved every year here, and you can,
26:03
too. You can do more than you think. So, um,
26:08
another BDC we had before Volie, they went to 2,000 outbound attempts a week.
26:13
uh they do about 14,500 a week with a 34%
26:19
uh contact rate. So um it's out there for you to do it. One thing I just
26:24
really wanted to stress is that uh you first have to decide you can do more in
26:29
your mind and every one of you can. You guys are the folks that make this happen. Uh and uh um remember we've got
26:38
to play offense because the customers don't think of us as much as we think of them. and we're not going to wait around
26:44
for the business to get in. So, any questions of followup, you can reach out to me, scottvali.com.
26:51
Uh, you can call me. I always answer my phone. I'll do any of these calls with you guys. Work on pacing. Spend five
26:58
minutes a day training your agents on dispositions, script adherence, pull one
27:03
call, whether you have pulse or you're just listening to them. Um, you can do these numbers. They're uh the people
27:09
that uh that I shine these number showed the showed you these numbers for.
27:15
They're good managers. They're experienced managers, but they put their pants on one leg at a time like everyone
27:21
else. And uh and you can do it, too. So, um well, Jake, I actually took 26
27:29
minutes on from once I got started, but there you go. Well, good. Well, thanks for going
27:35
through that. a lot of great insights and data. Um, you know, one of the things that really stands out to me
27:42
personally, and we, you know, we run into this on a lot of calls are are the
27:48
is the uh, you know, don't wait around for the phone to ring. Uh, you know, I
27:53
was doing a call with a customer the other day and they're just getting started. So, you know, I'm they're going
27:59
to start doing a great job, but uh you know, their their wrap-up time on a call, you know, their average ready
28:05
time, it's something like 3 minutes and 42 seconds or something. They're they're waiting for the phone to ring. And uh
28:12
you know, we know that the average outbound call is only a couple of minutes. So, that that's two outbound
28:19
calls they could squeeze in in between the inbound calls. So, I I I think all this data is really great and uh and
28:24
hopefully that you all uh found that uh to be interesting and and please let
28:31
us know if you have any questions and uh we already had one that I answered. Scott, someone answered or someone asked
28:38
how could we get the slide deck and I said they can email you directly. Of course, feel free to reach out to me or
28:43
Liza or someone as well, but we can definitely get you uh get you the slides
28:48
with the data. So, let's hang on here for a minute or two. See if anyone has
28:54
any questions. I know a lot of this is pretty straightforward and and it's just, you know, digging into the data and seeing your your own data and seeing
29:02
where you can improve, but it's very interesting to
29:07
think about where you can get to.
29:13
Any other comments, Scott, as we're wrapping up and waiting for, you know, giving everyone a minute?
29:20
No. Um, hope everyone's having a great November.
29:25
We have Thanksgiving next week. Uh, we'll do this again. The next one will be, uh, in January, I think. So, um,
29:33
we'll we'll we won't mess with December because a lot of people take a lot of time off. But, um, hope you're all doing
29:40
well. Um certainly we wish you the best and please reach out if there's ever
29:46
anything we can do for you. Well, now the questions are pouring in. So um so just going down the list for
29:54
that 14 500 weekly calls, how many agents did they have?
29:59
Um they they have depending on on the uh
30:05
staffing levels 17 to 20
30:11
Okay. And uh what is the minimum outbound call
30:16
requirements you see other teams make? Well, it's interesting and I I'll answer and then I'll let Scott answer. Um you
30:23
know, it's interesting because we see some people who, you know, they set and
30:28
I don't typically we we see some people do it uh you know an outbound a strictly
30:33
outbound call goal for the day. We see a lot of people who have their daily requirements or daily goals are inbound
30:39
outbound together and we see a lot of people who have 80 calls
30:47
uh you know inbound outbound for their agents. We know it can be much higher. We have a lot of other groups who you
30:53
know their minimum requirements are 150 or 200 or I even know a group whose
30:58
minimum is 250. So you know it it it can be done uh if you're willing to to push
31:04
it. I mean, Scott, what do you typically see? Um, you know, so much of this depends on
31:11
what type of calls they're making and taking. Uh, also staffing levels.
31:16
Certainly, um, you can have too many people because,
31:22
you know, volley allows you to go faster. But, um, I would love everyone to bare minimum
31:29
get up to one and a half, uh, outbound attempts for everyone. inbound and then
31:35
see where you can you can build there. So, um we do have, you know, if you're if you've got a nineperson BDC and
31:41
you're down to five people because of illnesses, etc., you're just going to be hanging on for dear life. But if you're
31:48
fully staffed, um you can do more than than you think you can do.
31:54
Uh does inbound account for call backs on that?
31:59
um inbound accounts for callbacks on my stats. Uh it uh um but uh the outbound
32:10
conversions were separated out. You know, we filtered by uh inbound calls from outbound campaigns when I gave
32:16
those numbers. Uh any tips on overcoming the call filtering on iPhones?
32:23
Um we well I mean you can answer this one as good as me, Jake. Uh, it's not
32:29
default. Um, we don't see it widespread. You know, hopefully it will never be the default setting for Apple. Um, I I do um
32:39
uh um you guys have a service number that
32:45
you've been you've been uh um using for Voli. If you've been on for a while, I
32:50
would encourage people to save it. Um, I would encourage you to use, we now have
32:56
can send calendar invites. I would encourage you to uh send the calendar invite and put the information in there,
33:03
but mostly I would encourage you to leave friendly voicemails. They're going
33:08
to see it. Um, what do you think, Jake? Yeah, I mean, so I think the biggest
33:13
thing here is that it is not a default setting. So, while some people are, you
33:20
know, of course, change that and dig into all the ways that they can do these things, um, you know, just I've seen a
33:28
quick Google search will tell me this. I I I this is higher than I've typically seen. I thought it was 80 something like
33:34
82%. But quick Google search, I see a few articles. Um, 90 to 95% never
33:40
changed their default iPhone settings. So, um I I always thought it was in the 80s, but regardless of the exact number,
33:48
um you know, I I think the trends show that you read that uh that a large
33:53
majority of people do not change the default setting. So, as long as it that stays that case that that that it is an
34:01
optional thing, I don't think it it should be that impactful. For our part,
34:06
we have not seen contact rates decrease um across the platform in uh in the last
34:13
month or so. Though I know it's still you know not everyone's on the new iOS 26 yet. But it is uh you know the other
34:21
thing there is like Scott says um you know make
34:27
uh you know make you know thoughtful messages and voicemails. Uh I do know uh you know to
34:35
my understanding with the call screening on if they don't get to the screening or don't answer it you know a lot of the
34:42
times it'll still ring. So you know I I I think I think TBD on it. Um I'm not
34:48
overly concerned at the moment. Um, but I think uh I think time will tell and uh
34:56
and we'll we'll be sure to let you all know what we see regarding that as it become if it becomes more more used.
35:04
Uh does and that's a great question. We'll keep an eye on it. Um does Volie
35:09
have any reports tracking the amount of status calls that a store department may
35:14
receive in a day? Yeah, and and your CS rep can help you with that. whether we get it in an
35:20
export or or in uh um in the disposition report, etc. Uh and and we've got good
35:28
plans for that going forward. Okay. Uh I have seven brands and five
35:34
agents. What do you recommend for success? I'm I'm guessing the question is, you know, benchmarking and pacing.
35:41
Yeah. Um, okay. I'm going to speak generically here because um I I don't know what your
35:50
uh mix of calls the BDC is is receiving. I'm going to assume that outbound you're
35:57
making mostly revenue calls, which we always want you to ring the till. um in
36:04
a single store. Uh keep in mind you can't do as many uh you can't receive as
36:10
many inbound calls per agent because you know they all tend to come at the same time. So your on an in on a on a single
36:18
store we're seeing that you know 30 40 50 inbound calls per agent will allow
36:25
you know you've got a staff a little bit heavier but allow for more outbound calls when you look at a central BDC or
36:31
in this instance um we see a uh a number here and your CSR can help definitely
36:38
Liz has been through this a million times but um you see a point at like 7
36:44
8,000 ROS a month where you can do this with one agent for every thousand RORO's
36:50
and and keep in mind your numbers will be different uh based on uh what other
36:56
types of calls they're doing. But uh and then as you get to 15 16,000 RO's etc.
37:04
Then you can even you can even you know the inbound numbers even out. Um I'd
37:10
have to know the numbers but that's generally how I look at it and that's how I benchmark it. So, count how many
37:15
inbound calls there that each agent's taking and work backwards from there.
37:22
Yeah, it's uh a lot of it also depends on uh you know on the brands too. Um you
37:30
know some of the uh you know luxury brands the calls
37:35
typically take a little longer. um you know that obviously the more time spent
37:40
on the phone you know determines how how many more calls they can get to right
37:46
but um in general I think that if you take your inbound volume and uh you know
37:53
try to map out how quickly they're going look at their wrap-up time look at uh
37:58
look at how long they're spending in between calls and and you should be able to figure out um you know where you can
38:07
Yeah. I mean, so, uh, when we recently looked at this, uh, the average inbound
38:14
call that was an appointment took four minutes and 4 seconds.
38:20
Um, if you look at a 35% blended answer rate, uh, if you're taking 60 to 70
38:29
inbound calls, you can minimum do double that in outbound. If you're taking less
38:35
than that because which a lot of single stores are like I said by how they're spread out um you can probably up that
38:41
when it's not in your peak times though um I you know based on the
38:46
message seven brands I assume it's not a single store. So, um, you know, it
38:54
a lot of it just really depends on on the your specific situation and the
38:59
numbers that you have. Inbound volume, um, you know, five agents could be
39:04
plenty for the volume. Five agents could not be enough for the volume. Yeah.
39:09
So, um, some of this is is hard to say off the cuff, but, you know, really digging into um, your agent efficiency
39:17
stats will will will really help you know what you can do. So, um Scott, that was the last
39:24
question that we had come in. Uh any other closing thoughts here? Now, um if I don't speak to you guys
39:31
before, have a great Thanksgiving and uh and we'll see you on the next one of
39:36
these. Thank you all so much for joining. Uh really appreciate it and feel free to
39:42
reach out to any of us if you have any questions and we hope you all have a fantastic day.
39:47
See you.