Boost Efficiency with Volie's New Campaigns & Agent Tools

Welcome back to another volley session. We have a, a great. We have a lot of awesome things to show you all today. There was someone in chat. Jake, I'm not hearing you. Scott Hendrick raising his hand. I'm sure that was it. So sorry about that guys. I believe it or not, this is not my first time on. So anyway, Liza and Kate are going to be hopping on here to, to walk you guys through some of the awesome stuff that we have coming out very soon. So let's get Liza and, and then Kate is joining here now. There she is. Okay, everyone, so most of you know Liza, of course, and want to introduce Kate Dorsky, awesome new member of our team. Kate, tell everyone a little bit about yourself.

Thanks, Jake. My name is Kate. I joined the volley team in August and I work with the engineering team to think through what our long term product goals are, product strategy and so I've been working kind of with across the board with all of the volley teams and it's been a really, really fun past couple of months.

Awesome. Well, Liza, what are we talking about today?

Yeah, talking about a few different things. Kate and I have been prepping for this meeting. I think whenever we do these sessions, someone on our team, I won't name names, but keeps a tally of how many times we say how excited we are to share everything. But it's true. Some of this functionality we've been talking, talking internally about for a very long time and I know we've been sharing some of some of these things with our customers, getting everyone excited. There I go. There's two already for a while as well. So thank you everyone for being here. I know some people also will be watching the recording after we finish today. So as we go through, we'll try and answer as many questions as we can. We will save time at the end for questions as well. We have a slide deck and everything prepared. So without further ado, I think Jake, if you're ready, we will jump in.

Let's do it.

Okay.

So also as we're going along, you can go ahead and ask questions. There's the Q and A here on Zoom. Feel free to let us know if you have any questions about any of the things that we talk about. We'll either go through them if it's timely, otherwise we will get to them all at the end and try to get to everyone that we can. Okay, Liza, Kate, take it away.

So today we have a handful of things that we want to cover. Like Jake and Liza said, we have some big projects that are going to be launching over the next week or so. And so our, our goal is to go through and demo and answer a few questions. A lot of these are projects that are probably fairly familiar because we spent a lot of time talking with customers, getting feedback along the way. So hopefully we'll be able to kind of show you all the work that we've been put in. And then we've been listening to a lot of your feedback. So we're going to go over Campaign Inheritance agent scorecards, goals, and then a new tool that we're going to be using to communicate all these updates to you guys. Beamer, Liza, do you want to go ahead and talk about get us started with Campaign Inheritance? Yeah.

So with Campaign Inheritance, hopefully some of our customers who've been with us for a while, you're saying, ah, yes, Campaign Inheritance, we've been, we've been talking about that for a while. So there's a few different problems that we set out to solve or, you know, use cases that come up frequently enough that we set out to solve with Campaign Inheritance. So one of them is we, we wanted to give our BDC managers an easy way to quickly make updates across your communication sequences. So some people on this call manage, you know, a BDC team for one store and you need the ability to edit all of the communications for your store in one fellow swoop. And you may need to do it quickly. There was a store we were talking with a couple of weeks ago that changed their name. You want to make that change thoroughly and quickly, right. So that you're, you're representing yourself correctly to your customers. So, you know, single store may need to make an adjustment to all of their communications very quickly. We also have some people on this call who manage teams that cover, you know, 10 stores, 20 stores, 40 stores, who may need to make adjustments across the entire group very quickly and easily. You know, the, the more challenging it is to implement a change, the less likely you are to adopt, you know, the best practices that we're recommending or to add a text message here or there kind of thing because it's challenging. So problem number one, we wanted to make it really easy and quick for you to implement changes across all of your communication sequen. Issue number two, for those customers who've been with us for years, you may have had many hands in the pot kind of thing. You may have had, you know, countless people who've helped you edit your campaigns over your history with volley. I put here that they may have gone through several facelifts. So We've been talking with a lot of our accounts about doing an audit and making sure that all of your campaigns are set up in the way that you want them to be, that there is consistency, where you intend to have consistency, and that you may have, you know, intentional changes from brand to brand or, you know, communication to communication. So an easy way for you to view those things at a high level. At a high level. Third thing on here, initially, when we set out and we launch a new account, we present to you a campaign menu and we may have asked you when you first launch, what types of communications is your team making today and is there anything new that you want to implement when you launch Volley? If you haven't thought about that since you initially launched with Volley, we want you to be thinking about that. We want Volley to be a tool that you can come to and you can talk with your rep about new strategies, things that we're seeing working across other stores, other groups. And we want to make it easy for you to take those best practices and take what we're seeing working in other environments and implement them for your team. So I think that's actually the first thing that Kate's going to show if you have your Volley stuff open. Let's show the catalog.

So I'm going to take a step back and you know, we have a whole new campaign area that we're launching with campaign Inheritance. And so part of it is being able to kind of see much cleaner and streamlined view of all of your campaigns and the ability to kind of see at a high level what's going on with your campaigns that you have in your kind of at your either single location or at your kind of like if you have 50 stores in your umbrella. So this view makes it a lot easier to understand what the status is of all of your campaigns at a very high level. And then we have a. We've kind of been referring to it as our kind of like shopping, the ability to browse and see those best practices that Liza was just mentioning. So we have a ton of campaigns that we've pre built out in here where you can go through, you can dig into them, kind of see the pros, the different ways that you could apply these campaigns to across the board, to all of your stores, and you can select them and you can add them to your organization. And so the ideal scenario here is that you're able to go through and kind of build up that library of best practices really easily. Where historically we would have needed to build a lot of these from the ground up. Which to Liza's point earlier, if you're doing that for 50 locations, it's a lot of hours of work versus here. You know, we can just do that in a few clicks. So this is our kind of best practices area where you can shop through all those different campaigns.

Just pointing out too on that left the blue kind of navigation. I don't know what I would relate this to, but if you were shopping online it would be, you know, tops, bottoms, jackets, whatever. So kind of your different categories there on the left hand side and your volley rep can help you, can help you shop kind of thing. If you're looking for, you know, if you're looking for strategies for telematics campaigns or you're looking for age lead or lease retention strategies, but that guide, that menu on the left hand side should help with that as well.

And our intention here is we're going to be continuously adding and kind of building on these. This is really just our first kind of like iteration. And then as you guys are going through and seeing these, you'll see that these are continuously being added and you'll be able to work with your CS rep on adding these over time. And so let's say that you're in the scenario where you already have a ton of campaigns that are going that are in, you know, several locations that you want to have a way of being able to kind of build out your ideal campaign. Let's say you have a decline service campaign and you know that you have it in your sandbox account as this is the perfect campaign, this is how all of my stores should be doing it. That's why we created the concept of a parent and then children. And so we can go through and we can, you know, review your ideal parent campaign with you, make sure that it's kind of configured perfectly all the different steps that you'd want in it. And then we can go through and actually add all of your stores declined service campaigns underneath it, assign them as children underneath it by just a few clicks of the button and then we will sync them for you and then you'll get confirmation that all of these fields were inherited. So you know, every disposition, every kind of follow up attempt process, all of those will be inherited from the parent down to all of your children. We do have flexibility where you can kind of pick and choose if you want to specifically kind of keep things different because you have maybe OEM specific logic at certain stores that doesn't prevent you from using campaign inheritance. It's really meant to Be as fun flexible as you need it to be. And so I'm going to show you an example of something that, you know, looks like looks different on purpose is how we keep referring to it. So here's an example where we'll alert you and let you know that something did not, did not sync because it's different. And so it gives you the opportunity to come in here and very easily be alerted of where there is a difference. And you can go in, review it and then make the decision to either make a change and resolve the issue or keep it there because you want them to be slightly different processes at each location. And then I want to drill down a little bit further and so you can actually look at the individual store campaigns underneath it. So let's say you have, you know, a specific location and you can come in here and you'll see one of the children, so a specific store inside of that decline service campaign. You can look and see how that campaign is synced. And you'll see these are all the fields that are synced and they're locked because they're inheriting those settings from the parent. And so it gives you the ability to kind of see what settings have been inherited. And then we give you the ability to, you know, make changes and decide that maybe you don't want to inherit certain things from a parent for whatever reason based off of, you know, your specific group's like business flow. And so you can unsync those if you want. But let's say you're making a change and you need to kind of back out of it. This is where that kind of auditing and being able to still like make sure that you're standardizing and keeping that standardization over time is we have ability to see what has been changed and it allows you to be able to very easily kind of undo and resync and reinherit things. So the whole point of campaign inheritance is to be very easy to set up and then very easy to make changes based off of seasonality, based off of opportunities that you see in the market. So an example of that would be if you wanted to for a limited time have a specific like attempt on attempt three of that declined service. You want to be able to share a promo link automatically and so that you can go in and you can make that one small change at the parent level and it'll take you a few minutes where historically, if you were trying to make that change across a 50 store group, that could take you several hours of work. And so the goal For Campaign Inheritance is it's an easy setup. It's an easy kind of auditing of making sure that everything is standardized. And then it's very easy to make and adjust changes over time for you and your groups. Liza, is there anything else you want to add around Campaign Inheritance?

Just want to chime in. I know this is a lot of new vocabulary. Kate and I, as we were planning for this session, I was saying we've been using the term parent campaigns now for a while as we've been testing and building all of this out. But I think most people on the call are saying parent campaigns. What's a parent campaign? So sigh of relief. You know, you'll have your rep to help you implement Campaign Inheritance. Campaign Inheritance will be coming very soon, but it is something that I'll say we want to work hand, hand in hand with you in implementing this. You know, I think it will make to, to Kate's point, it will make it very easy for everyone to adjust campaigns real time so that they can be relevant in the moment. But I know lots of people on the call will also be very excited about the last thing that she pointed out, which was kind of that change log. So that if, you know, we make it very clear that if you have a child campaign that is inheriting from a parent, you're not going to not know that it's inheriting from a parent. You know, we make it very visible, you can easily see. But if those settings are tweaked, good news, you know, we'll have tracking on when that setting was changed and who made that change. And worst case scenario, you can revert back to, you know, life before the change if need be. So I know that's something that's been, people have been excited about as well. So, so recapping here, I guess big wins on Campaign Inheritance, we kind of went in reverse order, but the ability to audit your existing campaigns, easily implement updates and then apply best practices and new strategies. And that was that catalog that Kate started with.

Thanks, Liza. Jake, are there any, any questions around Campaign Inheritance we should go over now or are we going to save questions for the end here?

There's a, there are a few questions. One of them's timely and the rest I think we'll leave towards the end. But one question within Campaign Inheritance, will this also include dispositions?

Yes. Easy answer.

Yeah, yeah. And the whole campaign wizard, those of you who are volley experts and who set up campaigns every week kind of thing, maybe you were looking at that screen and you're like oh, my gosh. The colors are different or the layout is different. All of your favorite tabs are still there. I think it's one of those things where at first blush, you know, it's. It is. It got a facelift. It's a, It's a new, updated version of the screen. But, but, but, yeah, all of your favorite tools are still there. And those, you know, tabs in the campaign wizard today are all inheritable settings kind of thing. So we'll help you. We'll help you navigate. But. But short answer to the disposition question is yes.

Awesome. Yep. And there are a few others, but we'll leave those towards the end. So let's go ahead and keep moving.

Agent scorecards. Go ahead, Liza.

Okay, introducing. So agent scorecards. Problem we set out. We set out to solve here isn't necessarily a new problem, and maybe it is not a problem. Going to word this in a weird way, it is probably a problem that you are already finding a way to solve. We just wanted to give you a better way to solve it. So one of our campaigns, and hopefully you've seen it, is, you know, measure your metrics at Volley. You know, we, we preach to certain benchmarks and certain KPIs. We are very good at quantitative measurements. Number of calls, number of appointments, speed to answer, blah, blah, blah. Right. So all of the numbers that go into performance for your team and for individual reps. But there's a whole nother side to it that you guys already know about, which is, you know, qualitative performance of your team. We believe that most of our customers are already finding a way to measure qualitative performance. I was at a store earlier this week, and they handed me a clipboard of papers where they had graded calls for their team. Pen and paper kind of thing. So, you know, people may use, you know, you may use a third party who grades your calls. We wanted to give you a place in Volley where you could do that so that it was easy and you'd have all of those metrics, your quantitative and your qualitative, all in one place. So kind of minimizing the tools that you're having to use just to manage your team. So that's the why behind it. Kate, do you want to show.

Yeah, I want to jump in, and I want to start with the, you know, from a tools perspective. Liza, you know, to your point, everyone has kind of come up with different ways of being able to track, you know, how are agents doing on the phone? You know, you know, they're going through and they're either doing it via, like, Google sheets or physical paper or some kind of different variation of email communication. And so it's very ad hoc. And so, you know, we really thought it was important to give a tool that was flexible enough that it met everybody's different needs, but also was very easy to use and kind of built into Volley. And so what we call our essentially like scorecard templates. And so I'm going to show you what it looks like to kind of being able to actually go through and edit and create them right now. You know, whenever this is available, once we turn this on for you guys, you'll be able to work with your Volley team member to build out these question banks. And so, you know, our, you know, what we've seen is a lot of people already have their kind of list of questions that they want to know. Whenever they're listening to agent calls, they want to know very standard things like did the agent properly identify the dealership, how is the tone of the conversation, did the agent officially confirm the customer's information, their vehicle information, all of that stuff. So some of these are black and white. Yes or no, did they do it or how well did they do it? And being able to put real numbers to how did this call go? And so these are the questions of how you evaluate calls can be completely customizable. There's a ton of flexibility as far as pass fail and kind of a grading system and being able to add comments and notes at the end of it to being able to really understand how was this call going, how is this agent doing over time? And to Liza's point, it's about having a layer of quantitative metrics over something that is a qualitative experience. And so, you know, you'll work with your volley contact to actually build this out. But something that, you know, you'll be able to also do is what we're calling kind of the criteria. So when are these scorecards created? And so we have a lot of flexibility on essentially a kind of filtering system of, you can say I want to have a specific, you know, grading template for calls in a specific campaign with a specific disposition. And so create this template, this grading rubric for all of my recall campaigns, all of my declined service campaigns with a specific disposition. Or maybe you have a new agent template. So let's say that, you know, Bob is a new employee, and I want to make sure that I'm listening to all of Bob's outbound calls for his first week. And so you can come in here and you can say very specifically, you know, what's the communication type for which location, you know, which agent is it going to be for which campaigns, which dispositions? And you can just be very specific for when you want these scorecards to be created. And so, you know, this tool was really made to be as flexible as possible and for you guys to be able to kind of adjust this on the fly if you need to, depending on the team and where they are in their kind of training. So once you've created that filtering of when they should be generated, the scorecards will automatically start populating in this scorecard inbox view. So you'll be able to see, here's all of my scorecards that have been created for Liza for today. And then I know that I can come in and say, okay, great, I'm going to listen to Eliza's call directly on here. I'm going to listen to the call. I'm going to grade it right here, and I'm going to mark it as completed or, you know, maybe Liza, this is a good example of a, I don't know, a different scenario. And so I actually want to trade out the template here. I can do that here as well. One thing that I want to show you, I'm going to change the filtering here. You can also see the ones that have already been completed. So in addition to, you can see, like, historical scorecards as well in this view. So a lot of flexibility. You know, the biggest thing that I think adds value here, it's not just creating the templates and scoring them, it's the data behind the scenes. And so as you're creating scorecards and grading them, you can. It'll automatically start populating this report view where you can see how your agents are doing over time. And so let's say I have my process where I'm grading scorecards. Maybe I'm listening to one call per agent per day or whatever my particular system is at my location. From this reporting dashboard, I can see that I have one particular agent that all of a sudden has taken a. A drop in her performance over the past 30 days. And so I, maybe I want to go back and start listening to more of Haley's calls, understanding what's going on, what's the trend there, and it's really bringing these things to my attention as a manager so that I know where I need to spend more time in coaching with the different members of my team. Liza, is there anything else that we should touch on for the, you know, in the scorecards bucket? I, I know that I can spend a lot of time kind of playing in here and digging into the data, but I want to make sure we're spending the best time possible.

Yeah, no, I'm a bobblehead. I'm just nodding to everything that you're saying. So we, you know, we try to meet with, you know, with all of our accounts and review metrics and give recommendations, but it, it always takes, right? There has to be someone on site who is working directly with the reps who are making these communications. And, you know, there's no substitute for just listening to calls and it's time consuming, you know, so we wanted to make it as easy as possible so that it gets done. I think everyone here knows the value, so I don't need to go into it kind of thing. But, but if it doesn't, if it doesn't get done, then, then there's no way for the team to grow. So, you know, part of just volley in general. Right. We try to take a lot of the admin responsibility off of a manager' plate so that you can spend more time focusing on developing your team. So this will be a great tool for that. And like Kate mentioned, you can look at a rep's performance over time, you know, so that you can see the, you know, the training that you're putting in place. You can see the impacts that it's making with your team. Kate showed really quickly there how she could, you know, you guys are used to the screens. There's that blue nav bar on the left hand side, you know, so you can filter on your reporting screen. You can also filter on that long list of all of the scorecards that were teed up for us to grade, you know, so you can kind of pick and choose there too. Just wanted to point that out. But the recordings from here, so when you're actually grading a call, you can download the call recording. It'll be easy for you to share your feedback with a rep, you know, so maybe you make it a, an internal goal kind of thing to grade 10 calls a day or, you know, one call for every new rep every day or something like that. So my hope is that everyone, you know, finds that this makes it a lot easier to, to sit down and, and listen to calls. I know it's time consuming, but I think, you know, we all know that it's important, so.

Awesome. We do have a couple questions on scorecards that are, that we should get to now. And we've gotten a lot of questions so far about timing of Both campaign inheritance as well as scorecards. Now we will get to those. So for those of you who put that in the Q and A section, we will get to those. Don't worry. A question here. Will the agents have the ability to see their own scar. Own scorecards?

So not today. This is a, it's a manager screen only, but I do picture, you know, if it's me, if I'm a manager, I'm probably, hopefully I'm meeting with my reps even if it's not weekly, maybe it's every other week, you know. And this, this is a screen that you can pull up and kind of sit side by side with someone and walk them through, but they don't from their login in Volley. An agent role does not have access to the scorecards.

Another one. Is there any way to edit an already graded scorecard at least for the per. You know, can. If Liza makes a mistake on one, can she go back and fix it?

I don't believe so. I've not, I've not played around with editing an existing scorecard. Kate, do you know differently?

I don't believe so either, but I can always double check that. But no, I'm, I'm in here right now and I don't think so.

Yeah, we'll, we'll jot that one down for sure and, and make sure to, to run that down with you guys one on one or anyone who asks. But. Okay.

Jake, I did want to, I did want to add on to like Eliza's point about, you know, this view. If you, you can easily filter it by the agent and so if you wanted to come down and look at all completed scorecards for Liza or Joe, for example, then it can be very kind of agent friendly where a manager could sit down and kind of filter it down to make sure that the only scorecards that are showing are the ones for the agent that they're sitting next to you and sharing their screen. And so we do want to make sure that, you know, we're, we're giving an opportunity for that, you know, one on one training and coaching happening from here.

One last question here for now. Any. Is there a printable version of the report?

Good question. I know we get a lot of requests for, for printable reporting and exportable reporting. The report today is. There isn't a print to PDF option might be worth exploring though. I don't know. Maybe. I know, Kate, right now you're looking at like an individual scorecard. I don't know, individual scorecards maybe. Maybe you Know, one reps. A drilled down view of one rep over time on the reports might be interesting. So good thought.

Yeah, definitely something to explore. Okay, let's move on to again. We'll get to some of the timing questions and a couple of the other ones at the end. Let's keep moving on to the next topic.

Sounds good. We'll read this out loud. You just heard all of the big wins with agent scorecards. You know, so this was our intent. Right. So measure qualitative performance reliably. So something that you can look back on. Reduce the number of tools that you're using in order to make grading calls really easy. Next.

So the, the last item that we want to go over is our agent goals feature. Eliza, do you want to kind of queue up and kind of talk about the problems we wanted to solve with agent goals?

Yes. So I put two questions on here that are probably verbatim from some of the accounts that we work with. So how can I hold. I said your. How can I hold my team accountable for metrics that aren't visible at all times? Right. How can I motivate my team to work harder when they can't track their progress? So heard. So that's kind of what we set out to solve with goals. We wanted to. We know that everybody has these. We've been in stores. There was a group that we went to. Everybody remembers, like when you had to read books in elementary school and they had that giant thermometer print out and the teacher would color it in as you finished reading books kind of thing. It helps. So being able to visibly see your progress over time is motivating. So wanted to. There's a couple of places where we wanted to add visibility to, to track, you know, some of those KPIs that we know you guys, you know, you track for compensation, you track because you, you know, you, you report back on it to your stores, etc. So that's what we set out to solve with goals.

Thanks, Liza. So I'm going to start from the, the manager's point of view whenever you want to create goals. So to Liza's point, you probably already have these specific, either daily, weekly, monthly, annual goals that you want to shoot for as a, as a team, and you're inside of your B2C at either an individual store across your group or. And so, you know, we have this screen where you can easily kind of transfer those key KPIs, those key goals that you have over and that the goal is for it to be our goal is for it to be very easy to set these up. I would say that this is, I think, you know, it contrasts with scorecards. Where scorecards is. Has a ton of different kind of flexibility goals. We wanted to make as straightforward and simple as possible, to make it very lightweight and very easy for you guys to kind of turn on and immediately start getting value out of. So whenever you're creating a new goal, you kind of have an option here where you can say, I want this goal to be at my account level or I want this goal to be a specific user level. And so these are kind of two different scenarios. So let's say as a team, I want to set up a goal for how many outbound phone calls we make a day. And so I'm going to say every single day our entire department should make at least, you know, 300 calls. And so I can set this up. And this creates a place where I can say as a manager, these are my, this is our team. This is our collective goals that we're shooting for. You know, conversely, I can say I want to set up a specific goals for, you know, I want to set up a goal for Liza. And I know that Liza, I'm going to set up her new appointment goal. Let's say that Liza specifically can create. She's really good at getting appointments. And I think that on a daily basis, Liza, because she's a veteran agent, she's able to get, you know, 35 appointments a day. And so I'll have a very specific goal for somebody like Liza who would be a veteran versus somebody who is a brand new agent on my team. Let's say Joe I just hired this week and he's getting started. And so I'm actually going to have a lower appointment goal for him versus somebody like Liza, who's, you know, been a BDC agent for 10 years and really is. Can work very efficiently. And so the kind of, the goal here is for you to be able to say, I want to be able to set up either goals at my team level or at the individual levels. And those goals should be able to reflect kind of these key metrics that we have as a team. I'm going to go back in here. The goals that we have set up right now are inbound phone calls, outbound phone calls, new appointments, and same day appointments. And so these are the kind of key goals that we're going to start tracking whenever you set them up here. And so very simple, very lightweight to set it up. Once you've created your goals, you can see all of them created here. You can see which goals you have set up that are team goals and then which goals you've set up for each one of your individual agents. Like Liza mentioned, we have the kind of left navigation where that allows you to be able to filter down. If I want to just see all of Liza's goals, or I just want to see all of Joe's goals, I can see those here. You can also set up goals to either be daily, weekly, monthly, quarterly, or even annually. So some. A lot of flexibility, but again, we wanted to make it as simple and as easy to use as possible. So it's something that you can kind of turn on right away and start using it. We have a concept of status which is like paused and then active. We, we thought that having them paused is helpful so that you can kind of come in and create your goals and then kind of turn them all on once you've had time to kind of let the team, let your teams know and communicate to your teams that you're going to start tracking these on a daily basis. So it allows you to kind of queue up and create all the goals and then kind of turn them all on at once. So this is the goal like management view. And then once you've created your goals, you'll see that your goals will be on your live dashboard. So we have a new section on the live dashboard for goals. In here you'll be able to see again, if you have your team goals for daily activity, you'll see, you know, the daily activity. Your goal is 120 inbound phone calls. And so far we've reached 97. So you can kind of see where you're tracking for the day. And it gives all of your agents the ability to see where we are from a team perspective. In here, you can also kind of toggle and look at what your weekly goals are, your monthly, quarterly and yearly. And whatever, whichever goals you have set up for weekly would, would show up here. In my specific example, I just have outbound phone calls, but, you know, very flexible. It'll show whichever goals you've set up. So it'll kind of be reflected in real time as you're creating your goals. And then the next piece I want to show from a reporting standpoint is a management view. And so similar to scorecards, we have a, an analytics dashboard where you can go in and see like, as a team, how are we doing with reaching our daily goals over time? And so I can see my trend here. For my daily goals, I can See how I'm trending with my weekly goals or my monthly goals and I can see that activity over time. And to see, you know, am I consistently reaching my goals, when am I not? Help me understand potential seasonality, that kind of thing. If I'm struggling to reach certain goals, maybe I need to restructure my team or give extra coaching to certain members of my team to help appointment setting, that kind of thing. And then in addition to being able to see the team level information, you can actually come down here and drill down into individuals do so if I want to see, you know, this example Lando, here's the goals that he has on a daily basis and I can see how he's trending with reaching his goals on a, on a regular basis and give maybe some coaching on how he can be more consistent, you know, which days did he do really good and knock it out of the park and where did he fall short and what was going on those days to kind of help with that consistency. And I can also toggle back and see monthly so I can see how is Lando doing so far in 2024? If I go back and look, I might say, well he had a really rough start to the beginning of the year. Maybe he was out for a week or something like that. But then he had a really awesome February. You know, why did we have such good activity that month? Maybe we were running a spiff or a promotion and just being able to kind of take a step back and being very easily to kind of change between looking at a like micro, like what's going on in my BDC today but then being able to take a step back and say what's the trend over the last several months? How are we doing when it comes to reaching those key goals that we have as a team? So from a management dashboard, there's a lot of data in here that you can drill into. The last piece that I wanted to show is the agents view. I know that's one thing that we've talked about is, you know, whenever we want to work with our agents to help keep them motivated, we want them to have their eye on the same prize as we do. Right? We want them to be able to see on a daily basis how am I doing? Am I trending towards my, my goals for the day or my week? So I'm going to toggle over to the communication center and I'll be able to quickly show you what the agents will see when it comes to their goals. So I'm in the communication center as an agent, whenever I log in, the my goals are going to be automatically populated at the top here. And so these little circles will, you know, follow them around. They'll be on every single page in the communication center. We didn't want to create a spot where the agents had to kind of navigate over to see how they're doing for the day because we want them to be able to stay focused on the call screen and continually focused on helping customers. And so we didn't want to have introduce any distractions for them, but we still wanted them to be able to easily see how close are they to reaching their goals. And so let's say for my same day appointments, you know, I can see, okay, I'm, you know, 60% of my way towards my goals today. You know, I'm really close. I just want to try to get a couple more on before the end of the day, that kind of thing. Here's how I'm doing for the week. And so they can click in and they can see how they're doing across how am I doing today, and then how close am I into my week or any other kind of time metric that you have set up for them. So again, what shows up here is completely based on what you've created for those individual agents. So a lot of flexibility. But again, the goal is to make it as easy to use as possible so that you can customize these for your individual locations and your individual agents. I know. Go ahead, Lisa.

Can you. I just want to make a point on one of these because I think it shows a good use case. Can you open up the appointment goals for this agent?

Yes.

Yes. Okay, so looking at this, at Kate, Kate the agent, right? She's already passed her goal for appointments for the week, but she hasn't quite reached her daily appointment goal. So a benefit, right, I can have for my team. I can have daily goals, but the daily goals don't necessarily just add up to the weekly goals. We're not extrapolating and saying, okay, you know, I'm going to assume that Kate works five days. So if her daily goal is eight appointments, you know, I'm taking eight times five, and her weekly goal must be 40, that's not necessarily the case, and that's intentional. You know, Kate, for example, may have had an awesome day on Tuesday. Let's say she reached her weekly goal, that we were running a promotion. She was. She was taking inbound calls like crazy. She hit her appointment goal for the week just on Tuesday. I don't want Kate to Just kick back for the rest of the week and take it easy because she already met her weekly goal. So that's the significance of having daily goals. She was pulling up one of the manager screens earlier and talking about consistency for one of her reps. And I think, you know, having the daily goals in addition to those longer range goals, the weeks and maybe the month where it's motivating for your rep, you know, maybe they're thinking about compensation at the week level or at the month level, but having those daily goals. I'm going to be an advocate for daily goals. I think that's where you maintain the consistency and you keep your, you know, your managers at the store level. You have a happy store when you have daily goals that are being met every day, because that's what gives that consistency. So just wanted to point that out there.

I'm gonna go back to this. To this view. Liza, to your point. I think that it's also important to have the, you know, those individual goals because we're all kind of. We're all in this together as a department, trying to reach these daily goals as a team. But, you know, there's the expectations around. How do I motivate somebody who has, you know, been here for so many more years? I should have a higher standard as far as what your daily activity output is going to be versus somebody who I'm just training and just getting started. I need to be able to set different benchmarks for the different people on my team. And so, you know, there's a lot of flexibility and being able to set those up at the individual level for, you know, daily versus weekly versus monthly activity. So, Jake, do we have any questions that we want to dig into on scorecards before we kind of move on. I'm sorry, for goals before we move.

On to the next area we do. Okay, so can goals be set up for the team as well? Example, sales versus service goals.

Good question. So today they're account level or user level. So we don't have a team level. Let us work with you on that. I think I would start by setting individual user goals. And you can have different user goals for your sales team versus your service team. But I see what you're asking, and I see the difference there. So let's. Let's work together on that.

Yep. And I made a note of who that was so we can make sure to get them set. Okay. Someone asked, is there a way, you know, how would you compare multiple agents on their goals over time?

Oh, yeah. So here I can Go back to the reporting view. So if you wanted to be able to say, okay, I have two agents, let's say I want to compare Lando, these are his activities. This is the view where I would probably do that. Where I can say, you know, here's how Sam is doing over time. It's. They're kind of next to each other. But I understand you're trying to. Is my, my understanding of that is you're trying to say, how are they kind of benchmarking against each other? We have this view where I can say, you know, average progress. So how am I doing kind of across the board on average. Where you can see this average. How, how often am I achieving and closing all my goals for the day? This is a very high level view. And you're able to kind of compare them at this level as far and then also just like your total number of ones that have been completed.

Sounds good. We have a couple questions. I think they're asking the same thing. If I, if I did not get to your question right here, Definitely reach out to your volley rep. Two people are asking about how do, how do goals work for people who, for days where agents aren't working?

Okay, so if the agent isn't working that day, then you wouldn't see that activity on here. So if they, if they like did not log in, they did not like have any calls, they were, they were not active, you, you would basically would be like zeroed out for that day.

So it doesn't count against them if they're not working.

Yeah, that's the, that's the goal. And so an example I used with Liza earlier is if you have a BDC agent that has a ton of, you know, has, has been around for a long time, but maybe is, you know, part time and only works three days a week, you know, you wouldn't want her to be measured kind of less efficiently or not as well versus somebody that's in six days a week, but maybe doesn't even achieve the same level of appointments as somebody that has way more experience and is there half the time. So we want to make sure that we're kind of comparing apples to apples in those scenarios.

Are you able to create separate goals for inbound versus outbound?

Yes, I can show you what that looks like, actually. So the goal type would be inbound phone calls and then outbound phone calls.

Perfect. Are the agents able to track their own progress as well or do they need to go through the manager?

So the best option for them would be, I can show you here is where I would be able to click in and I can just see how I, how am I tracking kind of in live view. We don't have a, the same level of kind of historical trends yet for an agent, but that's a great piece of feedback. Yeah.

And even if you hovered on one of your goals there, don't you have like the daily, weekly, quarterly, monthly, blah, blah, blah?

I think this one. Yeah.

Up on phone calls.

Yeah.

Perfect.

Okay.

No, perfect. Good that they have that. Okay. The goals visible on the dashboard, are those based on the. I guess the question is asking, what if you're on an account that has multiple stores? Is it pulling all of those together or you know, how does that work?

Yes.

Yeah. So if, if it's multiple stores, their account level. So it would be a sum kind of thing across all of your stores. So think of it BDC wide.

Perfect. Okay. I'm already, I can already tell. We're going to need to move along. We have another topic to cover. We've gotten way more questions. Either Liz and Kate have gone way slower than planned or we're just getting a lot of questions. So if we don't, we'll get to more. Go to your, go to the next topic. We'll get to more questions after. And if we don't get to any of them, definitely reach out to your Volley rep with them and we'll be sure to help you out there. But go ahead.

Thanks, Jake. I appreciate you kind of keeping us on task. So the, the last thing that we wanted to cover today is a new tool that we're going to be adding into Volley. It's a tool called Beamer. And the, the goal of Beamer is for us to be able to show you guys product updates on a regular basis in a place where you guys are living every day. Right. So inside, via Beamer, we'll be able to communicate new features if there's little improvements, if there's a bug fix or just general announcements and just making you aware of what's going on with folly and like on a regular weekly monthly basis. So the new announcement will show up in the bottom right hand corner. It'll be a little bell and whenever there is announcement or something that's pushed, you'll see a little number there to let you know to click on it. And whenever you click on it, it'll pop up and it'll let you know, you know, whenever we announce Agent Goals is live, for example, will push an update. You can read about it in here. You can, you know, it has the option of adding kind of a button so we can link you to additional documentation or a video and just sharing updates on a proactive way. And so this kind of is across the board in here. You'll also be able to add comments or ask questions. And these will go to a shared inbox where myself, Liza, the CS team, like, we'll be able to get your feedback, answer your question kind of in real time. And we really just want this to be a place where there's a lot more communication, ongoing updates to not only the people that we're kind of meeting with one on one on our weekly meetings, but everybody that's using the Volley app. So we're going to be pushing the Beamer update specifically probably at some point next week. So you guys will see this show up on your screen and you'll start seeing updates and stuff kind of filter through here over the next coming weeks. And I don't know how many times I've said excited today, but see, I am very excited. I am very happy about this update.

Will agents see the updates too? Or is this for management so agents.

Will see the updates too? One of the advantages of this particular tool is we do have some opportunity to kind of filter out different updates. There might be updates that are general that everybody can see and then there might be updates that we only want, you know, managers to see different levels of information. So there's a lot of flexibility with this tool. And so we're, that's why we're going to be kind of rolling it out over the next, the next week or so. So you'll start to see these filter in.

Perfect.

Just speaking of, you mentioned linking to documentation through the notifications here, we will have documentation for everyone on the functionality that we went through today. I know we've covered a lot and we don't expect everyone to remember what we said verbatim. So that will be coming out to you as well. I don't know if that, I don't know if anyone asked that, Jake, but.

No. And let's get to the. The main question on everyone's minds when.

Yeah, so Campaign Inheritance is going to be very soon. The other two agent, I guess. Yeah, Agent scorecards and goals will be next week. So we're going to try to get that documentation to you potentially over the weekend, but you're going to see those next week scorecards and goals. And Kate, did you just say Beamer? You said in the next couple of weeks.

Yep, Beamer, we're going to do the initial. We're going to be implementing it next week, and so we'll be working with you guys on an account level to make sure that you guys start seeing those updates populate through.

Perfect. So next week for scorecards and goals and then campaign inheritance should be coming very soon for everybody. I know you. Everyone will be excited about that. I'm telling you, half the questions have been when can we get our hands on it? Or, you know, there were a couple, hey, I missed how, you know, how can I find the screen today? Coming very soon, everyone. We're very, very excited. And there I went saying it too. Okay, so with all of these changes, what changes do they need to be aware of to the agents screen for just planning their operations?

Yeah, good question.

For the. The agents screen, the biggest change that you guys would see would be the goals. Once you build out your goals, you can leave them in that paused mode until you're ready for your agents to see them on their screen. So even with goals, you can, you know, turn them on, start playing around, start building them out, working with your volley rep on kind of strategizing there. And then once you guys have had time to talk to your agents and make sure that they're aware of what those goals are, then at that point, you can activate goals and then they'll show up on the agent screen. But that's the. The biggest thing here that would be, you know, agent facing.

Perfect. Okay, well, there are still several questions that we did not. We were not able to get to. I have grabbed those, and Liza and I will make sure to get with everyone who we weren't able to get to here one on one to answer those questions. If you have any other questions on anything we spoke about, feel free to reach out to your volley rep. We definitely want to help you with all this. We know that you. You'll all be very excited for this as well. And yeah, thank you guys so much for taking the time here with us. We really appreciate the hour that you spent with us and Liza, Kate, anything else to close us out?

I don't think so. Can't wait.

Perfect.

One more.

Excited?

Very, very excited. Yes. Well, thank you all very, very much, and we hope you have a fantastic day and a fantastic weekend here.

Thanks, guys.

Bye.