Scott and a colleague explain how Volie replaces desk phones in call centers while keeping CRM workflows intact. Agents see efficiency gains and higher call volumes. The system eliminates the disruption of traditional phone setups.
Hello everyone and welcome back to another volley rally. Today you have me and Scott on here. Once again. We're going to answer a question that comes up sometimes pertaining to volley. But before we get to that, Scott, you are in a different place. Where are you at?
Yeah, I'm traveling. And boy, if you guys only saw the volley rally blooper rule roll, it would be, it would be, it would be funny. But I'm in Costa Rica. You can hear the traffic going on. Beside, I'm taking a little vacation. But excited to tackle this subject with you during a little break.
Well, maybe this is the blooper section because it's a blooper reel, not a blooper role. But let's go ahead and push that aside and get down to it. So a question that comes up when we are introducing volley to people who've never seen it before is they, they're like, hey, you know, my agents are currently, they have their desk phone and then they have a screen over here with their service scheduler or their CRM. And if we implement volley, then replacing the desk phone, they're going to have a screen and a screen. So how does that work?
Yeah, I, I think it's, you know, call center software in general. If you go into your typical call center, they're used to working off two monitors. Like you said, we're replacing the desk phone and all their other processes that they normally do, they do in the exact same way. So the big difference is they're taking and making their phone calls out of one screen. We're eliminating tasks between those phone calls and then they're doing their normal business just like they normally do it. Like you said, it's it. People ask about it all the time. It's a seamless process, works really well.
So you don't really think of it. Then volley's and I know, I know the answer, you know this and we tell people this. But just to put it out there, Volley is not a CRM in your eyes, right?
I mean we're not a CRM. We're replacing your desk phone and other ways you communicate with the customers. We bring it all into one place. And the way we help agents make up to 2, 3, 4, 5 times, 6 times more calls than they're making now, depending if it's in bought, outbound together is that we're a one stop shop. The data is managed, the campaigns are served up and the time in between a phone call is 100% eliminated. So like you said, we eliminate the desk phone and, and streamline their processes.
So then if I'm an agent and we have implemented Volley, everything I'm doing over here, I'm going to do the exact same way. Right. I'm going to replace over here. I'm not going to be dialing physically. I'm not going to be looking up who to call on my list. And we're replacing everything to do with the actual communication, but everything they're doing over here, recording it, making notes in their CRM, they're just going to do it the same way.
Sure. And we've got some little tricks. We've got an authenticated link if you want to post in the recording, and some of these other things. It's just a couple of mouse clicks. But, yeah, we see agents outbound only making 3, 400 attempts a day, inbound, inbound, outbound. Together, for instance, for service, we have agents getting up to 70 inbound calls plus 160 outbound attempts a day. And it's, it's just because of how efficient we make them.
And if you do the math there, rounding up a tad, you get to about 250 inbound, outbound calls there. As you said, if you take that same agent using the desk phone process, what is the baseline that, that you see a good agent have?
Yeah, I mean, it's very common for sales BDCs. For them to say we want 60 phone calls, emails and SMS is for an agent, a lot of service BDCs, I'd say 80 is a very typical number. And outbound attempts are very inconsistent with the desk phone because it's not prioritized and everything's manual leading up to that call.
So I, I think that pretty much answers it. You know, really, we just wanted to come on this, this question comes up a few times, but really, if, if you work volley out of your BDC as we best prescribe it, it's not, I mean, you're not working out of two CRMs. We're not replacing your CRM. We're not adding to that aspect of the work. We are solely replacing the desk phone. And we kind of wanted to come in here and walk through how we think about that as it does come up.
Yeah, I mean, we have people ask and it's just very simple. When your agents are working out of volley, you know what they're doing, when they're taking breaks, how long they're taking between calls, what, what you can measure, you can improve. And that's, that's really the benefit you get out of Ollie.
Absolutely. Well, everyone listening thank you for, for joining us today. Feel free to let us know in the comments if there's any other questions about Volley that you'd like us to tackle in some of these. And, and besides that, thanks for joining and hope you have a fantastic day.
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