How Volie Helps AllCalls' Agents Be 7x More Efficient

Hello everyone. Welcome back to another Volley rally. Today I'm joined by Greg Wells with all call. Greg, thanks so much for taking the time to join me.

You're welcome.

Really, really appreciate it. I know you're busy and glad we could get this on the books. Folks listening in here. Greg wanted to hop on and talk about how volley has helped before we get to the volley of it all. Greg, can you just take, you know, 20, 30 seconds and talk about, you know, what, what is all call for people who, who aren't familiar with you and, and, and your business?

Well, we're a outsource business development center, strictly automotive. All of our clients are car dealers, primarily in the US we have some Canadian folks, but yeah, we, we, you know, BDCs are hard to staff, they're hard to run, there's a lot of moving parts is expensive and we feel that need for our clients and help them, you know, get the job done they need in service and in sales.

And how does Volley help you run your outsourced bdc?

Well, it, it helps us manage everything from the inbound calls to the outbound calls. We can route calls to the right agents. We can see what's going on, you know, in our call center, what every agent is doing. We can see the queue, we can see the calls that are holding, if any. We've got real time access to the agents productivity, you know, and what, and what they're doing, are they, are they on a car, are they in wrap up, you know, what, what are they doing? And just make sure everybody stays on point and gets the calls answered and calls made. It organizes all of our campaigns and a campaign just being, you know, basically something we do for a dealer. A dealer might have a sales campaign, anti service campaign. He could have an outbound equity campaign that we're running for him or her. And it just allows us to manage all the things separately but at the same time and we can, you know, we can just see what's happening and that, that insight gives us the ability to coach and, and, and get ideas and just do things very quickly.

So Volley helps you get a lot of the visibility into all of the campaigns and such. Can you, I, I know you guys have been with Volley for a long time. Can you, can you even remember pre volley? You know what, what is it? How is it compared to how, how you were running things before with your, your VOIP system you had.

Well, we started with a very simple system called Vocalocity and then they got bought by Vonage and the pricing structure Changed. And we were growing. And we went with a. We went with another voice over IP phone system. They were great. It was a big improvement over what we had. And then, you know, we kept growing. We get up to, I think, 35 agents. When we went on to volleyball about five years ago, August of 18, I believe is when we got on Bali. And then, wow, it just, it. It really accelerated everything, right? And we were able. We were able to do more efficiently, more effectively too, really, with less people. And. And it helped us grow our business. You know, it made us. It made what we do profitable enough that we could help our dealers and save them money at the same time. So it's been effective, it's been efficient. And, you know, we, man, we rely on Volley for everything, really, that we do.

And not to kind of put you on the spot, I didn't prep you for this question, but if you had to, you know, tell someone who is in a similar position as you, they run an outsourced call center, or maybe they're a dealer and they're considering Volley. If you had to tell them one thing about Volley and how it helps your business, what would you tell them?

You may get more calls made. You're gonna, you know, the more calls you make, the more people you talk to, the more appointments you set. It's that simple. So, you know, we went from agents, say, say an agent's working Internet leads, right? So there's. It's not just dial, dial down. You've got to respond by email, you have to respond by text. And then you've got to get that phone call in. And. And we would see them, you know, get 60, 65 calls a day. And. And now those same people, you know, we're seeing 130 to 150 calls a day. And you multiply that over 20 sales agents that we have. And it just, you know, it just. Like I said, it accelerated everything and increased everything. And we didn't know what we didn't know, right? And when we got on Volley, we actually used Volley for one of our clients that we'd worked for. We had a log into Volley and we used Volley for them. And we realized how powerful a tool it was for a bdc. It's automotive specific. And we immediately got on and like I said, it was about five years ago, but the volume of calls you can make and take and manage properly is exponentially increases, you know, when you get off of a normal phone system.

You mentioned the increase in productivity per agent, you know, doubling or tripling, depending on the agent and you're taking the same agent, a good agent, and putting them on this, and they're doubling or tripling their productivity. Is that, is that something that you see across the board for all the people you hire? Do your agents like using it?

Oh, yeah, yeah. No, the agents, yeah, they just love Volley. It's, you know, we have a, we have a call center in Danville, Kentucky. About 55% of our agents are in the call center and the other 45% are remote. And that's another thing Volley did. It helps us manage a agent remotely because we can see everything she or he is doing and, you know, take measures to do whatever needs to be, whatever needs to be done. But I would say the agents love Volley. They, they've accepted the accountability that comes with it. But we also see the competitiveness too, because they can see other agents calls. So I think it has created a little friendly competition among them to out dial each other and set more appointments than the other. But I think all in all, they like it. A lot of them, it's the only thing they've had. Right. They don't remember what we had before. The ones that have been with us, you know, six, seven, eight, nine years, they would tell you they love Ollie because it made their job so much easier.

Made it easier and let them stay on the phone longer. Right. To be on the phones more, I should say.

Yeah. And you know, really, they'll tell you the day goes back quicker, know now than it did then. It's just, you know, you talk to more people, so it's a more. It's a, it's a more pleasant work day when you're getting a hold of people. Right. There's nothing worse than leaving voicemails all day. So Volley allows us to talk to more people, makes the job more interesting, makes us more effective, and helps the dealers sell and service more cars.

Awesome. Well, thank you so much for, for taking the time here to. To walk through this. Great job. Great, great, great. Getting to inter. Introduce you. That was the word I was looking for. Getting to introduce you to everybody and talk about what you're doing and, and share your story with the. And with everyone watching here. So, Greg, thank you so much for taking the time. My pleasure, absolutely. Everyone else, thanks for watching. Have a fantastic day. Everyone else, thanks for watching. Have a fantastic day.