Volie Rally

In Episode #22 of the Volie Rally we have JK with Maplewood and Inver Groove Toyota share how her day to day has evolved since implementing Volie. Spending most of her day living in the “live dashboard” she is able to see agent status, hold times, and more while not being tied to her desk.

In Episode #21, we have Tony Glaser with Recall Masters discussing how he doubled his efficiency using his WINS program, which aims to motivate agents. His WINS method promotes solid communication with consumers, involving a ranking system rating from 1-5, aiming for a win at a 4 or unicorn at a 5.

In episode #20, we answer, “Should you leave a voicemail”? While comparing the outbound calling stats for leaving a voicemail, no voicemail, and when the customers answered, the answer is yes, you should leave a voicemail. Having looked at 6.8 million calls, leaving a voicemail is backed up by the data. Always remember, positive interaction will convert.

Welcome back for our 19th episode of the Volie Rally. Jake and Scott are giving us more statistics on outbound calling and why you need to make more than one attempt on a service campaign. The data shows that 51% answered on the 1st attempt, and 22% of the remaining 49% answered on the 2nd attempt.

Is there a time of day with better connection rates with your customers? In episode #18 of the Volie Rally, Jake and Scott analyzed data from millions of calls for outbound connection rates. Between 8-12 has a 20% better connection rate than other times of the day, while conversion rates were the same.

In Episode #17 of the Volie Rally, Scott and Jake discuss key insights into BDC drop rates and missed calls. It is important to remember that people calling in are trying to do business with you. The data shows that 62.8% of people who drop do not call back within seven days. Of those people, 74% had previous appointments in the DMS. Make it a goal to empty the callback queue every day.

What is the Cost per Touch, and why is it important? Does my BDC make money or cost me money? In Episode #15,

In Episode 14 of the Volie Rally, we are announcing our approval by General Motors (GM) as a participating

In Episode #13 of the Volie Rally, we have Liza discussing one of her favorite reports, the Agent Efficiency Report. She covers some inbound and outbound call metrics the BDC Manager should look at at the individual level,

In Epidsode #12 of the Volie Rally we had the opportunity to host JD Musick with North Georgia Toyota, a customer success story from a high performing single store discussing how they are able to operate like the big stores.