Scott and a co-host analyze dealership call data to find when customers actually pick up. They break down the best days and times to call, plus staffing strategies that move the needle on conversion rates.
Hello everyone, and welcome back to another volley rally with Scott and I. We have some more insights to share with you on these millions of calls that we analyze. A couple really interesting things when it relates to Outbound this time, as always, like comment and subscribe and let us know if there's anything else that you would like us to look into when it comes to traffic into the bdc. With that said, Scott, what do we typically see with Outbound?
You know, we hear all the time that oh my customers don't answer at this time or they only convert at this time. We're just not seeing that in the data. The morning part meaning up until noon, the answer rate is about 20% better than the evening and about 10% better in the afternoon. The funny thing is the conversion rate, meaning the percentage of calls you schedule appointments with is almost exactly the same. So there's no part of the day that that's not effective. A lot of it just comes down to your staffing and your, your, your strategy for filling your bdc. But the conversion rates are almost exactly the same no matter what. When you get them, you just have to, you just have to connect. They are 20% better than in the evening.
So I think that's important to make sure that you are making as many dials as you can in the morning. Obviously it doesn't go that way. You may have calls coming in taken of your agent's time. But if you can get to as many outbound dials as possible, I think that's, that's probably prudent because if you're going to connect with 20% more people, of course it makes sense. They're all going to convert about the rate, about the same rate. So more people answering equals more at bats equals more appointments.
Definitely. Definitely. I mean there are, it's a little more challenging in the morning because your busiest hour with inbound is 9 to 10. But those are all factors in staffing your BDC.
Do you see anything interesting when it comes to the days of the week for Outbound?
You know, the only real outlier we, we saw, and I can't even explain it, is Mondays. The answer rate was about 11.4% better. I don't know, pent up demand. You know, they've been thinking about servicing their car over the weekend and when the dealer calls, maybe.
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