Volie 15: Performance Check

Hello everyone, welcome back to another Volley 15. We're changing it up a little bit today. We're going to be going over some already existing features within the app, but hopefully showing you maybe some ways to use them that you haven't been previously using them. So let's go ahead and kick it off, Liza.

Great, and I should have connected with you beforehand, Summer, so Surprise.

Oh.

We are gonna show one new thing. I actually have a lot today.

Okay.

So I'm gonna be quick. Everything is already live, but one, the first thing I'm gonna talk about is new. When we were here 2 weeks ago, it didn't exist yet. So, and that is SMS reporting. So if you can't hear it, there's— you're far off. So Yeah, so we're very excited about, about what we have to show. I know I've met with a couple of accounts even in the last couple of days who've already been in here poking around. Just PSA, I guess, for the way that we're releasing these new reports, we keep talking about them. Bear with me, there's still a few to come. But we are getting the reports to you guys a little bit quicker. Because we know that we get our best feedback and we get feedback fastest when we just give it to our customers. So we do have documentation for all of the new reports that are out, but we're trying to get these new reports into your hands even just a little bit more quickly so that you guys can give us, give us good feedback. But I will go ahead and share my screen. So starting in that reporting dashboard where we've been hanging out a lot for the last couple of months, this one right here, campaign message report. This is the new report. This is available right now in your account in Volley. Our demo account does not have a ton of messaging activity. So I actually pulled in some screenshots for you guys, but I would encourage you just go click on your own reports. There's 2 different tabs. If you can see that there's 2 different tabs in this report. One is for phone campaigns, and then the second is for message campaigns. Because with Volley, you can send a text message as a follow-up to a phone call. A lot of you use that. For example, if you're trying to reach the customer, they don't pick up, you leave a voicemail, you may have a templated message that says, you know, hey, Mr. Customer, reaching out because it looks like you're coming due for maintenance. Give me a call back. Those messages are attached to phone campaigns. So to view deliverability and You know, different success metrics, I guess, appointments set via those follow-up messages that are tacked onto a phone campaign, you would look at the phone campaign tab. If you are looking for SMS campaign productivity or performance is the word I was looking for, you'll pop into the message campaigns tab. So message campaigns are your text blasts. So could be, you know, text everyone who has an appointment tomorrow or text everyone that we, I don't know, maybe purchased a new vehicle. We're welcoming them to service. If it's just a standalone text, it's gonna live under that message campaigns tab. But you've got good stuff in here so you can see how many messages were sent. How many were replied to? You get some appointment data down at the bottom. You have that breakdown that you can download just like you can in the other reports. I'm gonna quickly scroll. This is what that message tab looks like. So I'm trying to zoom in here so you can see you get some message stats here, like I mentioned, as far as deliverability. Appointment metrics again, and then that breakdown along the bottom. So if you have been waiting with the rest of us for some SMS reporting, please go in there and start poking around. The page that I'm scrolling through right now is our documentation, so we can share this with you. If you have questions, always reach out to us, but we'll make sure that you get this documentation as well. So that's the, that's the new thing is messages, message reporting. The other thing that I wanted to talk about today is a little bit about campaign performance. So I'm going to flip in. I've got my report already pulled up here. This is the campaign performance report. This is one of the newer versions. I wanted to talk about 3 metrics that I think everybody should look at. Once a month, you look at your rep performance. You look to see if they are hitting different KPIs. You also need to be looking at your campaigns for some of the same, some different KPIs at the list level. You want to see, you know, I've got limited time in my BDC. I probably cannot call every single customer every month, every, you know. I can't call everybody in our DMS, maybe, right? So I need to be strategic with how I'm spending my time. I'm gonna give you 3 metrics to track to make sure that you are teeing up the best opportunities, that you're being effective with the time that you're spending. First is contact rate. Our benchmark in Volley for contact rate is 30%. If your contact rate is much higher than 30%, That's usually an indicator to me that you're barely scratching the surface on that campaign. You're not getting to second attempts, third attempts, et cetera, where that contact rate tends to drop off. It's not a bad thing necessarily to have a high contact rate. It might just be an indicator that you're not getting very deep into that workflow or that cadence. If your contact rate is very low, it's It's much below 30%. You are either over-contacting people, you're wasting calls on a sixth attempt, seventh attempt where people are not picking up, or you're targeting a bad audience. These could be people who bought from you six years ago; they haven't serviced in the last six years. People who don't live in your area anymore. If people aren't picking up when you call, you can't. Set an appointment on a voicemail. So I use that 30% just as a gauge. 30% is a healthy benchmark for contact rate. Next metric that I'll give you is appointment per attempt. So this is per dial, not necessarily per conversation, which will be the next one we look at. Appointment rate per attempt. Our average in Volley is 7%. So if you are much below that, again, I would consider, am I, am I wasting dials that aren't converting to appointments here? Your appointment to contact. So this is per conversation. My benchmark here is 20-25%. We look at some reps in Volley month over month consistently convert at 50, 60% of the conversations they have. Those reps are rock stars. If you have them on your team, protect them, keep them, train everyone up to look just like them. So it's possible. I mean, we have people converting at really, really high rates, like the 50, 60%. That said, if your conversion rate on contacts is below 20%, You've either got some scripting challenges. Maybe you're getting the same objection over and over that you need to train to with your team. Or again, you know, maybe this is a bad audience. Maybe these are people, maybe we're calling them too late. They've already gone somewhere else and gotten their service done. Maybe I need to adjust my campaign to reach these people earlier in their interval so that I don't miss them. But 3 metrics that you should look at once a month, whenever you're looking at your rep performance, look at your campaign performance too. So contact rate, appointment per attempt, and then appointment per conversation or per contact. I'm gonna keep going. I feel like I'm talking fast. This is normally where I would stop and ask for questions, but there's 2 more things that I want to get to. So I'm gonna keep rolling. Next tab over, I wanna talk about DNCs and different ways that you can lose customers. DNCs especially because you can't get them back. So if you are a BDC manager on this call, for me today or sometime this week, just walk around your room or, you know, grab your team, make sure that they know what a DNC is. DNC, when I talk about it, I'm referring to do not call or do not contact. If you have a disposition in Volley that's set up to DNC a customer or to unsubscribe them from all communications, you need to be positive that your team knows what that means and that they know what that does to the customer. That prevents you from ever being able to outbound attempt that customer in the future. They can still call you, but they can't be enrolled into an outbound campaign anymore. So that's a big deal. We've seen in some instances in the past, reps thought that that meant stop calling about this recall or stop calling for this particular service, didn't realize it was permanent, and we had to go in and fix up some customers after that. So Take a second, just make sure that your team knows what that is. If you didn't already know, there is a tab. The screen that I'm looking at is a campaign. So I went to admin campaigns. I just opened up a random campaign. There's a tab in here for customer summary. And it gives me a breakdown in the history of this campaign. How have my customers expired from the queue? And then it gives you a little percentage here. So if I'm a BDC manager, I pull up this random campaign and I see that 56% of my customers in my recall campaign historically have been expired because we've added them to the DNC list. That's scary to me. That's too high. That's a lot of people that we are kicking out for life kind of thing. So Take a look. This is just another way to look at it. There's also that disposition report that you can filter specifically for DNCs if you're suspicious or want to look at it that way kind of thing. I like this because it shows all of the ways that customers can expire. So max attempts, final disposition, etc., etc., etc. Take a look here. Maybe ask your rep to go through this with you on your next call. Okay, let me grab. I ran an export, but I think I lost it. So I'm gonna come back out. The last thing I want to talk about are ignores. And ignores are those inbound calls that are served to a rep where the rep doesn't doesn't answer, doesn't pick up on the call. Doesn't mean that the customer disconnects. That call might go to another agent and the second agent answers the call, but I want to figure out why that first rep didn't answer when they were served that opportunity the first time around. Um, so there's 2 different ways that an agent can ignore a call. It can be passive, where the call rang on their screen 3 times, they didn't pick up, the call moves on to someone else. Or they can actively click the decline button. If you didn't already know, we have an export. So I'm under admin, data export templates, where the first one in here is agent ignores. If you come in here and you run just a new export here, you can pull a list that looks something like this, and it'll give you a breakdown of all of your reps, the total number of calls that they've ignored, and of those, how many they actively clicked that decline button. So just good insight if you've got someone who is maybe avoiding certain calls. Maybe they need more training. Maybe they're uncomfortable in the scheduler for that store, whatever it is. It's a bad behavior. You're holding up the customer. We want to get the customer off the, off of hold. So if you've never pulled this report before, I would encourage you come in here and pull this one sometime this week. If you have questions about it, we can help give guidance, let you know what's normal and what's outside of normal, that type of thing. But there you go. A couple tips and one new thing.

And that was like perfectly on time too.

Good.

Good news is we didn't have any questions come in. But if you guys do have any questions, be sure to get with your reps, get with Liza, get with whoever you need to fill in information about this. One quick thing I do want to mention before we sign off. September 17th, we are having a volley session. It's our first volley session in a while. If you've been with us a while, you know, we used to do them like once a quarter. It's been a while. We're going to go in depth on Pulse, and we're also going to preview Carly, I believe. So be on the lookout for your September newsletter to go out early next week. That'll have the registration link in there. Your reps will also have the registration link once that's created and is passed off to them. So it's definitely one that you're not going to want to miss. You know, these 15-minute sessions are nice. But an hour-long in-depth is gonna be really, really great. So wanted to make sure that everybody knew about that if you didn't previously see it in the email from Scott that went out last week. So, and wanted you to know how to register for that. So, well, I think that's all we have for today. Liza, anything else from you?

Nothing. Sorry we kept you 1 minute long, but happy Thursday.

Yes. All right, everybody have a fantastic day. Thank you so much for joining. Okay, see ya.