This article covers Revinate recommended Lead Statuses and corresponding Call Results to ensure accurate data capture and call conversion reporting.
Overview
Every toll-free Campaign call answered through the Revinate HUB automatically generates or a corresponding Lead Form. At that moment, an agent will need to determine if the call is a Lead or Non-Lead call. When in doubt, capturing even limited data on a Lead Form is a better choice than missing valuable marketing data. In both instances, the appropriate call result must be selected at the end of the call.
Lead Calls and Call Results
A Lead call is determined by a caller expressing a “desire to stay” or an interest in your property in any manner, even if the questions may seem to be “General Inquiries” such as “What is the temperature there in August?” or “When do you post your winter ski rates?” If the caller has dates of stay, is inquiring about a specific property or room type, is on your website and has questions or needs help booking, or expresses a desire to stay but cannot book at this time, the call is considered a Lead and Lead Form should be completed. The Lead Status should be marked Follow Up, Booked or Not Booked and the corresponding call results should be selected — Hot Lead, Booked, Not Booked or Property Turndown.
Lead Form
When a lead form is required, the Lead Status should be updated with each call as needed to reflect the current situation or follow-up action plan. Lead Status is designed to change. However, Call Results do not change. They reflect the result of each unique Inbound Call scenario. Because Call Results accuracy is essential to many important metrics such as lead rate and call conversion, take a few moments during your wrap time at the end of each Dashboard call to be sure that you are choosing the correct Call Result and that the Lead Status on the Lead Form matches that disposition.
Non-Lead Calls
If a caller has questions about an existing reservation or any other matter such as an Owner Inquiry, Housekeeping matters, or billing question, then the call is considered a Non-Lead. The Lead Form that “popped” with the call should be canceled and the corresponding call result should be selected. If your Manager, through call auditing, determines at a later time that the call was, in fact, a Lead Call, you can access your call recording and the specific corresponding blank Lead Form to create a lead.
Revinate default call results are listed on the chart below. Your Reservation Sales Manager can customize this list to include additional call results such as:
- Transfer
- Travel Agent / Wholesale Inquiry
- Gift Certificate/Comp Stay
- Group Inquiry
Lead Status & Call Result Chart
