How many attempts should your BDC agents make?

Hello, everyone, and welcome back to another volley rally with Scott and I coming at you with another quick little statistic that we've gathered with data that we've done through analyzing a bunch of outbound calls. Scott, what exactly are we going to be talking about today?

Customer thinks of us way less than we think of them. What I want to talk about today is you need to make more. More than one attempt on, on an outbound service campaign.

Well, why would you need to make more than one attempt?

I studied, I, I looked at a few of our dealer groups here in particular, and I, and I aggregated service retention calls. 51% of the people answered the first time, 22 on the second attempt, 18 on the third, and 15 on the fourth. If you can quickly get from call to call from, just know that you're missing some conversions. If, if you make just one attempt.

And just to kind of run through that math a little bit, is that 22% of the remaining 49 who didn't answer, or are you looking at an aggregate total?

No, no, that water falls down.

So, so just to reiterate, then, 51%, you call 100 people, 51% answer first attempt. Yeah. And then 22% of the remaining 49 will answer on the second attempt and so on, down 18, 15.

Yeah, yeah. And you should make more than one attempt. You probably should stop at four when it comes right down to it.

Yeah. Why do you think you should stop at 4?

You're working off a list for dealers and at some point you're reaching the people who are or getting to the people who are unreachable. So, you know, when I looked at this, the fifth attempt went down below 10%. The conversions fell through the floor.

Also, how many, how many appointments do you think you should be making if you're making 100 outbound attempts?

Well, normally, if your calls aren't getting blocked as potential spam, 100 outbound attempts, and these are blended across all the four attempts. And I want to jump back a bit on service retention. So these are lower funnel calls, people who are due your customers for service. You should get about 35% of the people to answer. If we use 30 just for easy math for the sake of your question. On 100 outbound attempts, if 30 people answer, you should benchmark to try to get 30% of those to schedule an appointment on a, on a four attempt service retention campaign. So 100 outbound dials equals about nine, nine service appointments.

So if you should expect to see about 35% answer rate and let's say you're only seeing 18%. What do you need to be doing to try to fix that?

Well, first of all, I would test the lines, you know, you've got to call, you know, find an employee or someone you know, with all the different carriers that you know, AT&T, Verizon, etc. And test these lines, call them on those lines, see if the calls are being labeled, do it during multiple times of the day. If you do have a problem then, then you need to find a solution to help you with that, like dealer identity, you know, and you can clean your calling reputation up quite easily.

Well, appreciate walking through that. The difference in, in people answering first, second, third, fourth attempt is, it's pretty staggering honestly. And, and I mean you're leaving a lot of money, a lot of appointments on the table if you don't make more than one attempt, don't you think?

Oh yeah. And people are busy, right. So um, don't think that the one call you make, they're going to be thinking of you and like, oh my gosh, I gotta call Jake back. Help it, help them do business with you. Make it easy on them. Try more.

Awesome. Well, thank you everyone listening. Let us know if you have any questions, any follow up questions on this data. A lot of really interesting stats came out of this analysis we did on all these calls. Let us know if there's anything else you'd like to see and have a fantastic day.

Thank you. See ya.

Yeah. And then 22% of the remaining 49 will answer on the second attempt and so on down 18, 15.

Yeah.