This is a YouTube video titled "Do Voicemails Really Work? Here's What We Found!" containing a discussion between a host and Scott about the effectiveness of leaving voicemails in service retention campaigns. The conversation covers statistics on callback and conversion rates, emphasizing the value of friendly voicemails in customer engagement. The video was created in January 2025.
Hello everyone. Welcome back to another volley rally. Got Scott on here. We want to talk about voicemails. We hear from a lot of you, especially pre volley, but even some of the folks who we work with who aren't too interested in having their agents leave voicemails on missed calls or I suppose where the customer missed the call. So Scott, can you talk through that a little bit?
Yeah. People hate leaving voicemails. It takes tons of energy. You've got to sound friendly on them. We make an impact. Absolutely. So if it were me, I was, if I was running a four attempt service retention campaign, meaning I'm going to try them four times before I expire them from the queue, I would leave a voicemail probably on the first or and last attempt. I vary the script a little bit on the voicemail. One thing to keep in mind, we all have smartphones nowadays if people can read your transcript. So it's important to, to leave voicemails. When we look at people who call back if you leave a voicemail, we looked over, over millions of calls. 26.7% of the people who left a voicemail called back. I thought that number was wildly high. And then I looked at the conversion rates. But 40% of the outbound campaign conversion rates came from people who called in from an outbound campaign leave a friendly voicemail. They will, they will respond. What if compare it to do if you do nothing. So you leave a number or you call and you don't leave a message or anything. Compare that with a voicemail. The lift was 64% better on scheduling appointments if you left a voicemail than if you just called and hung up. So don't take for granted that people are thinking of you more than you think of them. Coach friendly voicemails, it takes tons of energy. Don't give up on it. Everyone needs service. They just don't always need it when you want to schedule it. They're not always having a great day when you call. We'll cover that on another topic as well, Jake, but everyone coach trained, monitor.
Your voicemail stats and it is tough of course to do those. I mean these agents have a very hard job, there's no doubt about that. But the lift is enormous. 64% lift if you leave a voicemail. So thank you Scott for walking us through this and everyone tuning in. Have a fantastic day.
Have a great day.
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