From the Reservation Sales Suite: Leads > Compliance Reports > Call Compliance
From HUB: Reservations Sales> Call Compliance
This report compares inbound phone calls to ELM leads. This report is a useful tool for ensuring all of your lead and booked calls are linked to ELM lead forms and have the three elements of compliance — email address, dates of stay and reason for stay - entered into the lead form. It also shows booked calls that have a lead form with a lead status other than booked, booked calls without revenue attributed to them, and booked calls that are being counted twice in the system. Note that Property Turndown (PTD) calls with missing lead forms do not display in the Call Compliance Report unless PTD is set as a lead call result. If PTD is not a lead call result, you can search for this data through the Reservation Sales Suite> Inbound Call Tracking > sort by agent(s) and Call Result.
This article explains each of the column headers in the Call Compliance Report as well as instructions on how to fix leads to ensure compliance.
Throughout the day check your compliance. The Call Compliance Report shows you, by agent, lead calls which are not compliant. Below are descriptions of each column header and the data that they contain.
- Res/Lead Calls – this column shows you a list of all lead calls by agent. A lead call has a call result of booked, not booked, or hot lead. (You may have additional lead call results.)
- Res/Lead Calls w/o ELM Leads – this column shows you lead calls that do not have a lead form. Select the link to review these calls. From the call in Inbound Call Tracking select Create Lead for each call that is missing the lead form. You can listen to the call while you fill out the lead form by selecting the play button.
- Res/Lead Calls w/ ELM Lead w/o Dates – this column shows you lead calls with lead forms that are missing dates of stay. To fix these leads select View/Edit Lead from the call in Inbound Call Tracking and enter the dates of stay. (You may need to reference notes or call recordings to locate these).
- Res/Lead Calls w/o Email - this column shows you lead calls that are missing email addresses or where the agent selected Did Not Ask-DNA. To fix these leads select View/Edit Lead from the call in Inbound Call Tracking and enter the email address if you have it. If you asked, but the person did not want to give you the email address, you can select Refused to give RTG checkbox. If you did not ask, use the DNA checkbox.
- Res/Lead Calls w/ ELM w/o Reasons for Stay – this column shows you lead calls that are missing the Reason for Stay. To fix these leads select View/Edit Lead from the call in Inbound Call Tracking and select the reason for stay. (You may need to reference notes or call recordings to locate this).
- Booked Calls – this column shows you the number of booked calls that have a call result of booked.
- Booked Calls w/ Non-Booked ELM Lead Status – this column shows you the number of calls with a call result of booked that have an ELM lead associated with the call that has a lead status of follow up, not booked, complete, in process, or auto complete. To fix these leads select View/Edit Lead from the call in Inbound Call Tracking then select the booked lead status. The system will then prompt you to enter the confirmation number and booking amount.
- Booked Calls w/ Booked ELM Lead Status w/o Revenue – this column shows you the number of calls with a call result of booked that have an ELM lead associated with the call that have a booked lead status but are missing the booking amount (revenue). To fix these leads select View/Edit Lead from the call in Inbound Call Tracking, select a lead status of follow up, then select the booked lead status again. The system will then prompt you to enter the confirmation number and booking amount.
- Not First Booked Call – this column shows duplication that was detected when two or more call results of booked are associated with the same lead. This can occur when an agent chooses a call result of booked for an existing reservation call when adding dates or making an adjustments to an existing reservation. To investigate and fix these leads first click on the hyperlink within this column in Compliance Report. Then click on the phone number associated with the lead (which is also a hyperlink) to see if there were multiple booked calls for the same lead or dates of stay. Note that you may need to adjust your date range filter in order to find the duplicate booked call. When found, consolidate booking information onto the lead form associated with the first booked call result and change any subsequent booked call results to “existing reservation.” Note that an ELM with multiple booked call results can artificially elevate an agent’s conversion rate. Please note that only administrators and supervisors can modify call results.
- All Non-Compliant Calls – this column shows you the total number of calls that have ELM leads that have non- compliance. Sometimes one ELM lead will have multiple flags; e.g. no reasons for stay or no email address, but it occurs on the same lead form. For that reason the number of non-compliant calls may be less than the number of flags that you see across the report.