Fresh leads in the system
Your leads get called by our ISAs as they come into the system. New leads are called on a "first in, first out" basis, meaning new leads go to the top of the queue and are the first to be called.
Leads are then routed for calling based on the "disposition" or result of their last call.
Last call dispositions
When our ISAs complete a call, they will disposition the lead. The disposition options are as follows:
- Live Transfer
- Booked Appointment
- Callback Later
- Voicemail / No Answer
- Not Interested (DNC)
- Bad Data (DNC)
The following call dispositions result in us closing the contact and removing the lead from the queue: Live Transfer, Booked Appointment, Not Interested (DNC) & Bad Data (DNC).
In the next sections, we'll give some additional information on the remaining 2 call dispositions.
Callback Later
Callback Later is an internal callback the ISA team will create in our internal calendar. Let's take a common example of when this disposition will be used:
Let's say we're in a conversation with a lead, taking them through our script. Before we can get the abc's of their situation - things like, budget, timeline, location, motivation - they say "I can't talk now, call me back later". When our ISAs ask the lead what time is convenient for them they say "next Tuesday."
This will be a Callback Later disposition. We will schedule the call in our dialing software, make the call at the scheduled time, and look to make the Live Transfer at that point.
Why not just schedule an appointment instead?
In this scenario, the call does not rise to the level of Booked Appointment. The homebuyer has not given us enough information for us to book an appointment for you. If we were to make that as a booking on your calendar this may increase our appointment rate stats. However, we are a results based service and are focused on delivering the most value we can to you, our clients.
Since that lead is likely to result in a no-show, we will opt to keep that lead with us internally to find out if they are truly interested on your behalf.
Voicemail / No Answer dispositions
After ten's of thousands of calls, we found that our Live Transfer & Booked Appointment call dispositions happen:
61% of the time on the 1st call
27% of the time on the 2nd call
7% of the time on the 3rd call
5% of the time on the 4th - 7th call combined
Although 88% of our Live Transfers occur within the 1st two calls (and 12% occur on the 3rd to 7th call combined), we believe having a long term component of call frequency is valuable for our clients.
Wrap Up
We believe that the #1 factor in providing great results for clients is the quality of the ISAs making the call. Our system is setup to provide you these results by focusing our call frequency on efficiency where the data tells us will get the best results. This enables us to make use of the highest quality, USA-based ISAs, and provide the service to you at an affordable price.