Volie 15: Call Enhancements

Easy to forget to record. So thanks for joining. Thanks everyone for joining us today. Very excited to be back at it with another volley. 15 Sadie has a couple of great updates for you all. So Sadie, let's take it away.

Yeah, thanks for having me and nice to see a few familiar faces or names in there. So like Jacob said, three things that we want to go over. One is brand new enhancements to kind of our manual mode functionality. One is a feature that it's been rolled out for a couple weeks now. We've gotten a little bit of an adoption but just kind of wanted to discuss it today. And then the last item we'll go over was the result of some questions if anyone was able to attend Scott's webinar yesterday. Just looking at some places to look at conversions for agents. So I'm going to go ahead and share my screen. So here I'm just in a demo org for you but so manual mode. So we've added the functionality to manually call a customer just using a phone number. So so whether you are in on queue selection here or in the call screen selecting manual mode, you can just type in a phone number here. So if I wanted to call straight from here to my cell or you still have the option here to search for a customer. So depending on the use case, if you get a number maybe you don't know who that belongs to, you can call them first and kind of fill out the information later. Even if you hit the search here, you can still just dial by phone here or you can choose to call a customer. So let me just show you quick dial in customers. I am going to decline it just so we don't have an echo. So with this phone number with the new manual mode and my number is on many profiles here, you will still be able to search and create a customer if it's a perfect match. So we know who this number belongs to, we'll just immediately pull up that profile there. Otherwise you you can search or create from here. From there you still have the option just if your account you have enabled to switch org, switch customer, you'll have those buttons available and you can also change the campaign. So I'm going to disposition here just to get out of the screen and show you guys. We will save kind of some recent settings for you guys. That way if you guys are having a manual mode, maybe you're doing a couple online appointment confirmations in a row. So we will save kind of your recent settings so stores, campaigns and so forth. Hopefully to help speed up the process of manual mode but you guys can still change it too. So if you need to make a switch or switch the reason you can do that before or after the call. So again changes for the manual mode hopefully we think it's pretty sweet. We'll allow you guys to kind of just call the numbers and make adjustments as needed after. Jacob, anything to add?

No, that's great. I know that this has been a requested change here so I think that's great. Let's keep moving.

Yeah, well I do want to add it is off by default. So if you guys want to enable this phone number dial please get with your CS rep and they can turn that setting on for you. Okay. The second one I will stay in the call screen here. Just want to talk about our cash dispositions up here at the top. So based on a lot of feedback that we got trying to make it easier to select most frequently used or recently used dispositions. So as your agents start dialing, you know we'll start caching these dispositions at the top so that they can and I only did a couple test calls here just to show you so that they can choose just with a click of the button. You still will have the option to change your disposition if the one you need to pick is not one of your most used. And then you can also have the dispositions auto fill in this dropdown based on kind of your most recent I guess activity. So again kind of storing some of those most used hopefully you know and we've had this out now for I think a couple weeks. You know we have adoption about 5050 so it may not be for everyone but hopefully you know, this is another way maybe to speed up some of the dispositioning for those commonly used outcomes. Jacob, anything to add?

No, we know, you know, we've certainly know that this isn't going to be the setup that everyone wants to use. Let us know if you have any feedback and we can obviously turn it off or if you don't want. I know we've also gotten some really good feedback too on it. So I'm excited to get these couple things rolled out for you.

Okay, well cool. So I am going to leave the call screen now. Just again this one you guys may have seen before the new manual mode. Definitely get with your CS rep if you guys want to get that enabled. So the next thing I'm going to go over really this was a lot of. We got a couple questions. I don't know if everyone was able to join Scott's webinar yesterday Just about how computing or how to compute like conversion rates on inbound calls. So I just kind of want. I know Scott talked through this yesterday, but we just wanted to show it on the call today. So what we would do, and I'm going to share my screen again is we would, we would recommend using the heat report here and filtering for this user total section. So I'm just in a demo account here, so I do have a screenshot with one with handful of data so we can look at but you can filter by your team. Maybe you want to filter specifically for your general inbound line campaigns but as you scroll to the right you have your just inbound direction stats filter for the total here. And what you would want to convert off of would be these leads or this lead column and your total new appointments. So again I'm blurring some of the names here to protect the innocent, but just to kind of show some examples here. Total leads should be the dispositions where you and your CS rep flagged as potentially could have potentially scheduled an appointment from. You know, it's not a status check, not a general question. They didn't call the wrong department. So these should be people who called in with the purpose or the intention of scheduling an appointment. And then total new appointments would be the, you know, out of those leads, how many did we schedule or create? So just doing math here, these are the two columns we'd recommend using to calculate this. So I just did a couple here in red just to show you but again I know this came up yesterday on the webinar. We'd recommend if you want to look by agent if you want to be filtering, you know, more granular by campaign, see how they're doing. Come into the heat work heat report here. Divide new appointments by leads should give you that conversion rate. Jake, pass it.

No. Yep, that sounds great. I, I know we've gotten a lot of questions on how to, to pull some of these figures and, and especially from the, the. From the webinar a couple days ago. So that's, that's great. We don't have any questions coming in today, so I think, I think. Oh, never mind. Can we add the formulas the description in the. The question mark section of the reports. So Sadie, talk a little bit about obviously today the reports aren't super customizable. But just speak very briefly about some of the, some of, some of the goals of the new reporting platform.

Yeah. Not to spend too much time on it but you know, we will be kind of revamping our reporting platform so we have more customization. So when we roll that out, we'll definitely make this what you're looking for. You know, the ability to get some of these conversion rates without having to do the math or populating the percentage there. As far as that definition document, I have your name. We can run that down and see if that's something easy to add. But I guess coming soon, we'll have, you know, based on a lot of feedback we've gotten from you guys, customizable reporting. So this will be something that we will bake in when we do project for sure.

Yeah, this will be a custom report and then. And then go from there, so.

Okay.

Well, thank you everyone for joining. We hope you're excited about these updates. Really appreciate you taking the time with us. As always, feel free to reach out to us if you have any questions or want to learn more about anything we have going on here. Also, definitely touch base with your CS rep if anything else comes up in the future. So thank you everyone for joining and we hope you have a fantastic day.

Yeah, thank you all.