Friday Training 10AM session

So, as I mentioned, we're going to be talking today about texting and email in Volley. We're also going to be talking about manual mode, revisiting some best practices, and a quick overview of some of the reporting that you have access to as agents. So let's start off the top. Let's start with texting. So I'm going to go ahead and just pull up one of our, our call screen here just to kind of talk through it. But really there's, you can think that there are a handful of ways that text messages come in and out of Volley. So there's different ways that your account may be using texting and, or email. We're going to focus more on texting for our session today just because that's more common. That is something that, that customers really expect to be able to communicate with you via text. So we'll spend more time in that today. But wanted just to give you an overview of the types of text messages and emails that might go in and out of Olli. So the first way is through a dedicated email or texting campaign, right? So instead of maybe having a phone campaign, right, where those next outbound calls are fed to you, your team may have an SMS or a texting campaign set up, right. Maybe we're pulling in customers who have an appointment tomorrow and we're sending those appointment confirmations via text. Or maybe we're sending a text message to customers who have maintenance due. Right. So instead of having that customer come up first for a phone call, maybe our first outreach is a text message. That's something that your manager sets up on the administrative side of Volley. But your team would, would action those responses, would answer those messages, that type of thing. Right. So that's one way. Another way is in what we can call individual or ad hoc messages that you can send to the customer. So if you notice here in the call screen for this particular or in one of our test areas here, you'll notice that we have a phone icon right here next to the phone number, this little soft phone icon right here. And if I, if I click that, I can send an individual text message to a customer so I can send them a text message. Maybe that customer had a question during our conversation. Maybe they were making an appointment and they wanted to know, you know, can I get directions, you know, who do I talk to when I arrive? Any of those types of things. Right? You can send that individual text message to your customer. So I'm going to go ahead here and just put in my own phone number. So I can practice a text message to myself here. But you can send those individual or ad hoc messages as well to customers. So I'm going to go ahead and just click on the phone icon here next to the number that I want to use. I can type in my message. If you'll notice, we have emojis. So if you want to use an emoji in your text to your customer, you can. There's also a paperclip icon right here that will allow you to attach something. So maybe you have a flyer that you want to send to the customer. Maybe it's a coupon, maybe it's, you know, you know, some information that you want to share with them that's a file on your computer or a PDF or something of that nature. You can do that if you need to. So you're able to send those messages to the customer. So again, it can be that sort of individual or, or ad hoc message, you know, as a result of your communication with your customer. Then when you're, when you're ready, you just hit the return button or you can click this little blue arrow, whichever is best for you, and then you have that message to your customer. And we'll talk in just a few minutes about how you get those responses, when they respond to you, and how you action them. We'll talk through that in a few minutes as well. But you can send those individual text messages to your customers if needed, right? You can do the same thing with email. You can click again if there's any email addresses. You can click the little email icon and you can go ahead and compose them an email. Your email in Volley, it doesn't replace your Gmail or Outlook or whatever your team uses what you use for your individual email account. We give that to you as an option in talking to agents and kind of looking at the data that we have a strong 95 plus percent of the time, if customers want that kind of individual messaging, they're going to prefer it in a text. We give you the email option in case you happen to reach a customer who really prefers to get that information in an email versus a text message. But a strong percentage of the time that's going to happen over text, which is why we focus on texting during our time today. Right? So just so you know, you have both, but, you know, sending an email here, you know, we're not going to pull from your individual email account or that type of thing, right? So just just to keep that in mind, the other way that customers can get emails and or text messages in volley is as a result of the disposition that you use. So in the campaigns we can set up, when we're doing that setup with your leadership, we set up what we call follow ups based on the disposition you pick. It could be, you know, it could be every single attempt, it could be every other attempt. Maybe it's the first time we're trying them and the last time we're going to try them. Right. Remember when we talked at the beginning of the week that we put that attempt, that follow up cadence with every customer with every campaign. Right. So we can choose with your manager, we work with them kind of on the admin side of volleyball to program when those follow ups go out. More often than not, it's when you pick a disposition that indicates you talked to the customer or didn't. Excuse me, didn't talk to the customer. Pardon me? When you indicate you didn't speak with the customer, like ring no answer or left a voicemail. The customer may get an email and or text message that says something like we were looking to get a hold of you. You may have maintenance due, we were looking to get ahold of you. You may have an open recall on your vehicle. Maybe your manager wants a more specific message, right? Maybe it's a for instance, a TLE campaign for Toyota and they want a specific coupon or offer to go out to the customers if you weren't able to reach them. So you may have those going out as well as part of your normal phone calls. The way you'll know if an attempt is going out with one of those follow ups, your save and stop or Save and dial next buttons, instead of being this kind of rectangle, they're going to be like a long skinny and it's going to say save and stop. Send sms, follow up. So then you'll know that that's an attempt where the customer is getting a text message and you don't have to send anything. It's automatically sent as part of your disposition. But you might be sending messages or text messages to the customer as well based on your dispositions. We can do it with any disposition. Some of your accounts also have VOLI send appointment confirmations when you choose that appointment schedule disposition. Some of you may and some of you may not. If your manager has indicated to us in the setup process that maybe your scheduler sends those emails, you know, VOLI may not send them as well, right? But, but your manager may want them sent from Bali. So, so the customer may get a confirmation text. When an Appointment is scheduled as an example. That may be something that your account has available. So just to reiterate, kind of three primary, three primary ways that we use texting, there can either be dedicated campaigns, right? Dedicated texting campaigns that your manager has created. Maybe it's an appointment confirmation as an example. Right. You can send these individual or ad hoc messages to a customer or by clicking the soft phone icon next to the phone number in their profile. Or you can also have those messages going out as follow ups, depending on the disposition that you pick. So we're going to talk in more detail about texting, but in the, you know, before we, before we go to that area, before we go back out to our main screen and look at some of the texting ways we respond to texting, does anyone have questions on the different types of text messages and emails that can come in and out of volley? Okay, so I'm going to go back out here to my main queue selection area and you'll notice that we have a message screen in addition to a call screen. So we're going to spend time here in the message screen. We're also going to talk about something called V message that is another way for you to interact with the text messages coming in and out of Olli. So I'm going to go ahead and I know I have a message waiting, so I'm going to click here and here is my text message, my response from my particular customer. So you'll notice that the first two panels of the customer look exactly the same as the call screen. Right. But this far panel here is now a texting screen. So that's the difference there. Great question, Erin. How would we opt a customer out for texting if they request it? Excellent question. So there's two ways we can do that in texting. The first, if the customer ever responds stop to a text, we recognize that as the universal opt out for texting, volley will automatically opt them out. Or when you remember we talked and you may have not been on our Monday session, you may be going to that next week. But we talked on our first session about the communication preferences here. That's how we can opt somebody in or out of wanting to get text messages. We can either do that by unchecking this box would opt them out of all texting or we can do it by a specific number if they have more than one number on their profile. Great question. So we're getting the customer's responses this way, right? This is a, this is a way we can check when the customer texts Us back, right? There might be different kinds of messages you receive back from customers. Maybe they, you know, maybe again you're sending those appointment confirmations and maybe your, your, your message to the customer is, you know, reply Y to confirm or N to cancel. Right. Maybe you had texted the customer that they had, you know, maintenance due or they have, you know, a maintenance as part of their regular package that's included with their purchase. You know, their next maintenance is due and you want to get them scheduled, they may respond back and say, yeah, great. I, you know, can I, can I come in on Wednesday afternoon? Right. Couple things. When we think about best practices with texting in particular, as I kind of alluded to at the top of our call, you know, texting is a really popular way for people to, to, to get in touch with you. Right. It's a really good customer centric way for them to be able to respond to you. You know, I've had, I've certainly had instances even recently. You know, as an example, you know, we had unfortunately had to have some work done on our, on our roof. Not fun, but it has to be done. Right. And you know, I'm in, I'm in meetings all day and I'm doing training sessions, right. Sometimes I'm not available to take a call or to, you know, you know, speak with the people doing the repairs. Right. But we were texting back and forth and in the time between, you know, if I had to do something else, I was able to text, you know, that, that team back and kind of answer their questions and whatnot. Right. Similarly, for your customers, maybe they're not in a spot that moment where they can take a call, but they might be able to respond to a text message fairly quickly. Right. Customers also expect to get responses back from us quickly. So I would say when it comes to best practices, you know, it, I would say, you know, to make sure that before the last person leaves the room at the end of the day and turns the lights off and the bdc, that every one of your pending customer text messages has at least been answered once just so that the customer isn't kept waiting. Like I said, texting, it's a great medium for customers to be able to communicate with you in a way that's convenient for them. But they do expect a, if they're going to message, if you're going to message with a customer, if you're going to text with a customer and they respond, they expect those responses to be, to come back from you and your team as well. So we just don't want to leave somebody waiting multiple days to get a response on their text message. Right, right. So we can go ahead and again, we can respond back to this customer. Right. We can type our message back. Maybe, you know, this particular customer said, hey, I have a question. Right. So we can, we can talk back to them. You know, Great. What's your question? I'm glad to help you. We can go back and forth with that customer as needed. Let's say a customer indicated that they wanted to schedule an appointment. Okay. So maybe we responded, great, we've got availability tomorrow at 9am or Monday at 2pm which would work better for you? I would not, we would not recommend you waiting here for a long period of time to see that response from the customer. The data that we've seen, and this is not just volley, it's not just automotive, it's just kind of texting behavior worldwide, so to speak. If people are going to respond to your text message in the moment, if they're going to respond quickly, between 80 to 85% of the time, they're going to respond in the first three minutes that they get it. Otherwise, it's going to be at some point in the future. And that could be 20 minutes from now or that could be two days from now. Right. So I share that with you to say I would not recommend, we would not recommend you staying in this screen waiting for many, many minutes for the customer to respond back to you. Maybe you respond back to them. Yeah, great. Would Happy be happy to help. What's your question? Maybe you stay on this screen for a minute, minute and a half, and then I would move on. Right. If and when the customer responds, your team is going to get another notification. You're going to see that there's another message waiting. So you're not going to miss it. But it's not a good use of your time to, you know, spend, you know, 5, 10, 20 minutes or anything like that waiting for them to respond to you. Right. So just something to think about there. Any questions before we move on and talk about dispositions with texting? Okay. You will disposition your text messages like you do with your phone calls, dispositioning them. What that does is it not only tracks the result. Right. What happened in this interaction with the customer? Dispositioning it and completing it lets your manager, lets your other team members know, oh, I've, you know, I've responded to this customer. This message is no longer pending. This message isn't waiting for me to do something with it. Right. This message has been dealt with. I've looked at it, I've answered the customer. The ball may be in their court to get back to us, but it's something that lets everybody on your team know that that message has been answered. So you have two options for dispositioning or two options for completing. I should say you have the same dispositions that you have in the phone calls. So choose the one that best matches. You can schedule an appointment from a text message. You can say, maybe the customer said, sorry, I moved, I don't live here anymore. You can choose no longer an area. If they respond, no, thank you. You can choose. You know, I, I, I already, my, my service has been completed. You know, I already took care of that somewhere else. You can choose that disposition. Right. So you'll choose the disposition that best matches. When you choose a disposition, you're going to click save. So again, unlike a phone call, it's not save and stop. You're going to click save. And then once you do that, this button up here will highlight orange to mark it complete. So you're going to choose a disposition, make any notes you need, save it, and then go up and complete it. What that's going to do, and I'll show you in a moment. What that's going to do is say, yep, I dealt with this message. I, you know, we can, we can move on to the next one. Right. You also have an option to mark it complete even if you don't need to choose a disposition and, or it doesn't require a response. So if you notice next to this message there's a check mark right. Now if I hover over it and it's green, it says acknowledge the message. We give you this option because we know there are situations in which you don't need to respond to that customer, either because a response isn't necessary or you can't. So we're going to go through those two examples. So in my, when we talked about opting out, right, a customer, if a customer responds back, stop. Volley sees that as the universal opting out for texting. You could not text them back even if you wanted to. Right. But you still want to acknowledge that message and complete it so you can move it off your pending list so it's not just sitting there waiting. Right. You want to be able to check the box. Yep. I've, I viewed this message. It doesn't need me to respond. I can't respond. I'm going to acknowledge it. I've seen it. And then I can complete it and move it on or maybe the customer responds and it doesn't need a further interaction with you. So as an example, let's say we booked, let's say we talked to customer Katie and we booked her appointment. We were kind of going back and forth in the texting. She said, yep, I'm available on Saturday at 9am and then we responded, great, Katie, I've got you scheduled for your appointment at 9am we'll look forward to seeing you then. Have a great day. Right. Maybe Katie responds back. And so you, you chose that appointment schedule disposition, you completed it, you moved on. Maybe Katie responds in three, in two days and says, you know, thank you. You might probably, you're probably not going to say you're welcome. Right? You're not going to keep that interaction going forever and ever. But you want to let Voli know, you want to let your team know and your manager know, hey, I've seen this message. It doesn't require me to respond. In that case, if you wouldn't choose a disposition. In this particular case, if you check the, if you include the checkbox here, you'll notice that complete now highlights and again complete would highlight or complete would become orange if we saved our disposition. So you're going to do one of two things. You're going to either choose a disposition and complete it or you're going to acknowledge it and complete it. One of those two. And then when I complete it, if there's another text message waiting, I would get my next text message that needs a response. If there isn't another message waiting, I get this, please hang tight screen and then you can just go back into your calls and make your calls. If there's no more text messages that are waiting to be answered, questions there. The other way that you can interact with texting in Volley is through V message. V message is right here towards the bottom on the left hand side. So V message is a list of all of the text messages that have gone in and out of Volley. So where the message screen will feed you the next message that is due in V message, you might want to look at, you might want to search text messages. You may want to see previous messages from a customer. Right, you may want to see that. So we're going to go to VMessage. VMessage has some other, some other options. Okay. Anything that's marked red means that the customer was the last person to respond. So we can go through here. We can do the same thing. We can acknowledge the message. So again, if this message doesn't require a response, we can acknowledge it and that will take that red dot away. Right. Where I see this most often, where people might use V message other than the message screen, you can use them interchangeably. But let's just say, for instance, that you have an appointment confirmation and you have people that are replying, why? Right? And you just want to say, yep, those people replied why? Maybe the people that reply N or no are the ones that you're going to interact with and see if you can reschedule them. Right. So that could be an option there. In vMessage, you can also click this little magnifying glass icon and search the messages. So let's just say I wanted to find texts from a particular date range or a particular dealership. Maybe I want to just pull out messages where the customer got our message back, but they haven't responded yet. Maybe your manager wants you to do a search and look up messages where your team was the last person to respond. Maybe we sent them, great. We have an appointment on Saturday or Monday. What's available? And maybe you want to bring those messages back up and kind of, you know, poke people again and see if you can get a response. So V message is just again, that, that totality of all of the messages that have gone in and out of your account. You can also hover over and you see you have some different icons. So if you're in vMessage and you want to see the customer's profile, you can do that. If you want that soft phone icon to be able to text them back, you can do that. So you can text back right from here as well. You can disposition it right from here as well. You can also do. There's also a phone call icon. So if you look at that customer's text message and you think this is better served by me calling them, this is either more intricate or they seem upset or something. This is going to be better handled in a phone call. You can click that icon and it will go to a phone call for that customer. Any questions there? Okay, I'm going to go back to our main queue selection screen here because I want to spend. We've got about another 20 minutes left today. I want to spend probably another 10 minutes on manual mode and then the other 10 minutes going through some of the reporting. So you've probably seen when I'm going to pop into the call screen again for a second. You've probably seen manual mode up here, right next to the start next dial. You've also seen manual mode Here in our main queue selection screen. So what is manual mode? Manual mode is that ability for you to make a call to a customer outside of those calls that are served to you that are in these queues or campaigns. Right. The next call that comes up, the next call that comes up, you may need to call a customer outside of one of those conversations. Maybe you need to call someone because their parts are in and you need to get them scheduled for an appointment. Maybe an advisor says, hey, I got a voicemail from a customer. This is actually a question for your team to answer and they want you to call that customer back. Whatever the case may be, right? Whatever the reason may be, you may need to, to look up a customer and call them. So manual mode lets you do that. So when you click on manual mode, what you're, what you guys are going to see is this screen. When you first use it, you're going to see this screen. You're going to choose phone as your communication type. You're going to choose the dealership or the organization. So again, if you make calls on behalf of one dealership, you're going to see that same dealership over and over again. If you make calls on behalf of other multiple dealerships, you're going to pick the one that's appropriate. You're also going to pick the campaign. Is this a special order parts call? Is this a. Am I calling them back because of a recall? Am I calling them back because of an appointment confirmation? What is the reason? And you pick that particular campaign? It's important to pick an appropriate campaign, not only, you know, for the metrics and the reporting and all of that, but also because of this button called the campaign attempts. So if you remember again, when we talked in that, in the contact area, there's that attempt number, right? Is this the first attempt, the second attempt, that follow up cadence that we have programmed in for every campaign, right? When we're going to follow up with the customer. If we click this enroll for campaign attempts, let's say we try to call customer Sally and she doesn't answer. If you pick a disposition that says I didn't get a hold of that customer, like ring no answer or left a voicemail, you don't have to keep that piece of paper on your desk or a note in a notebook or an email in your inbox and think, oh, I have to remember to call Sally back on Monday if I don't reach her today. If I click this enroll for attempts and I choose a disposition that says I didn't talk to Sally Volley is just going to bring that call back up for the team as part of those regular outbound calls that your team has. So any questions on that before we move on where we're at so far with manual mode? Okay, so then you're going to click this button here below that says Search Customers. So we're going to click that button. It's kind of a light green color. We're going to click this button that says Search Customers. And this screen may be sort of recognizable because you may have seen this when we practiced our inbound calls yesterday and remember when we could either search or create. So that's why it might look similar. Right. Bali doesn't have any suggestions for who it could be because we have no idea who you're trying to call. Right. We don't know who the customer is. So most of the time in manual mode, you're going to be searching for someone already in your database. There may be an instance where you need to create a new profile. That shouldn't happen all that often. Usually you're finding someone who's already in your database. So I'm going to put in my customer's phone number. I'm going to click the blue search button and again it looks a lot like the inbound. Right. Where now I have options because I have, I've indicated who my customer might be. I'm going to pick customer Katie here. So like we did with the inbounds, I'm going to enroll that customer for my conversation. And from here, it's the exact same way that you initiate any other outbound call. I'm going to go ahead to my start. Next dial. I'm going to choose her phone number. That call is going to dial out. We're on our call with our customer. Let's just say we got her appointment scheduled. Let's just say we got her scheduled for Saturday at one in the afternoon. Perfect. Our call is finished. Then you'll notice in manual mode, instead of a save and stop, it has save and survey. You can still do multiple dispositions if you want. With manual mode, it's up to you, but it's going to say save and survey. And what that means is it's going to put you right back into that lookup screen because we think if you have one of these calls to make, you might have a handful. You might have three or four. Right. You may have a whole list of customers who, whose parts are in and. And you need to get them scheduled. Right. Same process. Look up the phone number Enroll the customer. Just say now I'm going to scroll to someone else. Let's just say it's Customer Claire. I'm going to enroll Customer Claire for that call. I'm going to go ahead and initiate my dial out to Customer Claire. Just for making it fast and easy. I'm going to end the call. Let's say I wasn't able to get a hold of her. So I'm going to choose ring, no answer. I do my save and survey and then I'm done. Let's say I'm finished. I've done the manual calls I need to do. Then I go ahead and choose this exit manual here on the top. And when I do that, it just puts me right back in whatever my next outbound calls are that I need to make. Questions about manual mode. Okay, so while we are in this view, one of the things I wanted to talk about a couple things in relation to reporting. We're going to finish our last 15. I'm just checking my clock. We're going to finish our last 15 minutes or so here talking kind of a very, you know, highlevel overview of the reporting you have access to. We won't go into specifics in this call, but we'll do a kind of a high level overview. And I want to leave at least a few me minutes for any questions you've had since you've had the opportunity to do your testing and your practicing and that type of thing. So if you notice at the top here there is an icon of a trophy. Here at the very left you will have goals set up in, in volley. Once you start to contact real customers. We can set those up, we set those up with your manager. It's based on inbound or outbound calls or appointments set. And your manager may choose to have a goal for you daily, maybe it's weekly, whatever it may be. Right. And this is a little status bar that's going to fill in. So if your goal is to make a hundred outbound calls a day and maybe you're at 85, you know it's going to be filled in kind of 85% of the way. Right. That's a visual for you of how am I doing in relation to my goal? Your manager will talk through that with you in more detail. But that's just what that icon means. You'll also notice at the top here there are, there are logs for the appointments and the calls that you have that you have done today. So these are for really for two purposes. I think the first Purpose is. It's a good gut check for you, right? How many calls have I have I dispositioned today between inbound and outbound? How many appointments have I made today? Am I at where I want to be? How am I doing in relation to my goals? Just a good gut check for you, right? You can also click into these logs and you can see those customer calls that happened. You can see the dispositions, right? You can see all that information. You can also search if you want to look up calls that may have happened in the past. Typically, the reason that agents use these call logs to click on them and look further. Let's say, for example, that I spoke to Katie earlier in the day and I need to call her back. Or maybe, you know, she, she had a question for me and I was going to get an answer and then reach back out to her. You can look her up in manual mode. You can do that. That would work fine. But you also notice there's a phone icon, a handset icon here next to Katie. If I click that, it's going to go into a manual mode call for her. So you can get to that manual mode a couple ways. But this is easier, right? So that's how most agents use these logs. It's not just a, again, a good gut check of how many calls have I done today, how many appointments have I made? But if I need to contact a customer or reach back out to a customer, I can again, I can click that menu. I can click the phone icon. If you hover over it, it says initiate call. And I can go right to a manual mode call for that customer if I need to call them back. So it's up to you. Any questions on the call logs or the goals? Okay, I'm going to go back out to my main queue selection screen here. Some of the other reporting you have access to. And again, we're not going to get a chance to kind of dive into this, you know, deeper on our sessions, on our sessions right now. Not something I would worry about in the, in the first couple days or weeks after you launch, you know, really, we want you focused on making sure you're comfortable making calls, receiving calls, choosing the right disposition, that kind of thing. This will come later. But you do have access. If you see reports down here at the bottom, you have access to some reporting, you have access to the appointments that you've made in volley, and you have access to some results. What happened on my calls? How many calls have I made? How am I in the relation to the rest of My team, right. You know, what's my contact rate, how many people have I talked to in outbound calls, that type of thing. So just to know that it's there again, we won't have the opportunity today to get into it deeper. And it's really, like I said, not something I would focus on when you're initially starting, but just so you know, it is there and it can be there to help you, along with whatever regular reviews you have with your manager as to where you're at. Where am I at with my appointments? Where am I at with my calls? You know, what is, what is last month look like? What does next month look like? That type of thing? So that it does exist for you. Question, Great question. Are the goals determined by each individual user? They can be different for every user. They are set up in the administrative part of Volley. So any, your manager or someone who has admin access, they would set those up. They can be different for different people. So if you know, you and another team member have, you know, some different goals or expectations based on your calls and appointments, it can be different, but it is set up on the administrative side for an individual agent or user. Good question. Great question. So in our last few minutes here, I just wanted to reiterate some best practices and I wanted to make sure that I, I left some time for questions. So let me do that first. Does anyone have questions you know, that you've encountered in the past few days, since you've been testing, since you've been practicing, things we've talked about that, that you, you have a question on, or anything that we can go over this afternoon or this morning rather than. So I'll monitor the chat here in the next few minutes so we can look at that. I'll go on to talk to about some kind of reiterate some best practices, but I'll watch the chat. So if you need a few minutes to type those in, just go ahead and do that. Okay. So best practices. So as a reminder, once you get rolling in volley, once you start making those inbound calls, right, you've transitioned from practicing to talking to customers. Your best practice at, at the start of your shift is to log into all of your queues. You only logged into the training area, right, to to do your practice. But once you get rolling, log into all of your queues again. That gives you access like we talked about Monday, that makes sure that that next call your manager wants you to make is served up to you. It also makes you eligible for any inbound calls that Come in, right? So you want to be sure that every day you're logged into all of your queues. You want to be sure that you change your status, right? If you go to break, if you go to lunch, if you're going to walk away from your desk like we talked about yesterday when we talked about inbounds, it's just a muscle memory thing, right? It's just a habit you'll get into. When you're going to walk away from your desk, tell volley that you're not sitting there right? At the end of your shift, at the end of your day, you're going to want to log out of all of your cues. You're also want to going to go up to your name here at the top, right, and log out completely. That does two things that tells Voli, I'm done for the day, so don't serve me any more customer calls because I'm done for the day. That also is just, you know, kind of, you know, lets us know that, oh, I've, I've stopped my shift for today. You know, any metrics, any numbers, anything you look at in the future, you know, we, we know that that's, you know, your, your workday, right? Volley will automatically log you out after a period of time that you're, you know, if you accidentally leave for the day and don't log out, Volley will do that. It can skew some of your numbers, though. So the best thing for you to do is to get in the habit again of, of logging out completely. The last two things I do before I step away from my desk and leave for the day, I log out of all queues and I go out to my name here on the top, right? And I log out completely. So those are the things you want to do. Great question. Selah had a great question. Is there going to be an option in the future to be available in vmessage or access text messages? Sorry, Easy for me to say while on a phone call. Kind of a multitasking. Great question. I don't know, you know, that that may be something that's in the works with our team. I'm not sure. You know, great question today, you know, you're going to want to go to the message screen or the V message to, to answer those messages. That may be something in the future. I don't know. But great question. Good question. So, going forward, guys, again in our last five minutes or so, and please keep putting those questions in the chat. Um, you know, as you've been doing this week, you know, continue to practice, continue to use that training sandbox. We have built it for you so that in a very low stakes, not customer facing environment, you can push buttons, practice those calls inbound and outbound with other team members, with your manager, right? What your team is going to do next, whether that happens, you know, maybe yet today or maybe it's going to happen on Monday or early next week, your team is going to start to do outbound calls to real customers. So your next step of training, their next step of your journey is to move from the training sandbox, to move from the test area to making some outbound calls to real customers before those inbound calls come into Bali. So your manager is going to select a campaign. Typically it's something like recalls, but they can make that determination of what they want it to be, right? And you're going to log into that campaign and you're going to get fed real customers, you're going to initiate real outbound calls and get comfortable with that experience, get comfortable with making the call to a real customer, choosing a real disposition, right? We feel that that's important to do that and to have that experience before the inbound calls come in, just so that again, you're, you know, you're, you're touching real customers, real information. And so when the inbound calls start coming into volleyball, it's not the first time you're seeing everything, right? It's not the first time you're interacting with volley. So, you know, the reason that we've done this more extensive four day training program, the reason you have your training sandbox, the reason we kind of recommend this, this particular path to your manager and your leadership team is so that you're as prepared as you can be. You're going to have questions, things are going to come up there. You know, we, we wouldn't have the time in these four hours or, you know, three and a half hours we've spent together this week to go through every possible scenario you might encounter. Um, so they're gonna, your managers are gonna be closely working with you. They're going to be closely working with a, an individual account manager, a coach on the volley side to, to help them, you know, with further training, answer questions, that type of thing. So just know that that's going to happen, right? Anticipate you're going to have questions, be patient with yourself, be patient with each other, right? But just make sure that you do that practicing. That's really important. There was another great question about inbound calls. Does volley favor agents she mentions a scenario where she was available and a customer had, you know, or another fellow agent took some calls while she was available. So what volley will volley will, generally speaking, favor efficiency. So when we look at, you know, who's next available for calls, typically that's what we do in a managerial aspect. Your manager does have access to adjust maybe who is available more often. So if, if a team member needs to be more available than other people, you can do that. But generally speaking, that's how Voli will look to. To who to serve the next call to. Good question. Does anybody have anything for me in our last two minutes before I turn you loose? Okay, so again, please use that practice area. You know, make sure that. Make sure you're comfortable with it again before you start interacting with real customers. And just really appreciate everybody being here this week for your attention, for your good questions, for your attendance. You know, be sure and stay closely connected to your manager, as I know you will be, for questions that you might have. You know, don't be shy about expressing those. I'm sure if you have a question, someone else or multiple people on your team have the same question. Right? So just make sure you keep that communication with each other. And we really feel that if you, you know, invest a little bit of time to do your training to make those practice calls to real customers in an outbound fashion, before the inbound calls start coming into volley, you'll just be better prepared for, you know, and have that transition, even though it's a change. And change can sometimes be kind of scary, right? You're going to be better prepared to do that and have less questions or fewer questions when you start taking those calls from real customers. So I'm going to stop sharing my screen and stop our recording.