Scott analyzes data from 6.8 million outbound calls to test whether BDC agents should leave voicemails. The data shows whether voicemails actually increase callback rates or if they're a waste of time.
Hello everyone, and welcome back to another volley rally with Scott and I. And if you are an astute viewer, you may notice that Scott and I are wearing the same thing as we did from a couple weeks ago when we recorded the last one. So coming at you with another quick little episode based off of another interesting stat from all this data that we, from all these calls that we analyzed. Scott, today we're going to be talking about some more information relating to your outbound calls that you're making. But I want to talk about one thing in particular. I want to talk about voicemails. Should you be leaving a voicemail when, when you call? This is an age old question. Even on our own internal volley staff meetings, I mean, there's still debate, you know, as to whether or not people should be leaving voicemail. So what do you think?
Of course my answer is yes, you should. And it's backed up by data. I understand the people who want to quickly get through the calls because it takes, you know, an additional 30, 40 seconds to leave a voicemail. By the time it picks up, they play their message, etc. But when we looked at 6.8 million outbound calls and we took the people who left a voicemail, compared to the dealers who called their customers and didn't leave a voicemail and didn't reach them, the lift was about 4%. So just by leaving a voicemail, hopefully, you know, voicemails get translated on a lot of phones. Hopefully they saw that, they went to their service scheduler online or they called the store directly. I, I'd leave a voicemail. I think that's, that's a good, a good lift. About 25% from doing nothing.
Can you walk through what, what, what.
Was a 4% lift?
Can you reiterate or expand upon that?
So I actually can do better than I can, I can expand on it a lot. So 6.8 million outbound attempts, we bucketed them into three different customers. The people who the dealer called and didn't leave a voicemail, the people who they called, they didn't reach, but they did leave a voicemail and the people they reached. So first of all, if we look out the next 90 days and you say the no response people were the people they did nothing with and then you compare them to the people who you left a voicemail for, 4% more of those people came in. Now a really compelling stat is the people that they actually.
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