Monitoring Reservations Agent's Call Results - Call Results Exception Report

Reports > Scoring/Monitoring Reports > Call Results Exception Report   

This report displays call results based on both individual usage and team averages. There are a variety of ways to sort this data. However, the report was created to help identify overuse or incorrect use of “Non-Lead Call Results” since this misuse greatly affects call conversion accuracy and marketing reporting. All data points within columns are hyperlinks that will take you to inbound call tracking so that you can further audit calls and, if needed, correct erroneous call results.

The Call Results Exception Report will assist you in reviewing your agent’s call results data by comparing individual metrics to team averages. While you can also obtain this same data from your Inbound Call Conversion report, the Call Results Exception Report puts everything you need in one place with hyperlinked fields to take you into Inbound Calling where you can listen to a call and change call results if needed. 

Auditing should begin with agents who have Res|Lead call rates significantly different from the team average as this may indicate the agent is not taking enough lead calls or mismarking calls. By selecting the agent name that has an orange cell you can audit all suspect calls, change results as needed and gather important data for future coaching sessions.

The  orange-colored highlighted cells indicate outliers that should be audited for accuracy. The system determines calls to flag if they are statistically different from the team average, noted at the bottom of each column. A significant percentage of difference from the team average does not necessarily indicate error or fraud as call routing, work schedules, agent-skilling and other factors may influence results. Highlighted yellow cells are designed to give reservation sales managers a place to begin to audit to ensure that call result data is accurate.

Auditing Call Results:

1. Begin by selecting one of the orange cells.
2. Once on the inbound call tracking grid, you can listen to call recordings to determine if a call result was inaccurate. To play a recording, click the Play button in the MSG column.
3. If you determine a call result is inaccurate, you can click on that Call Result to alter it.

4. Choose the correct call result from the drop down menu.
5. Then click save.

Best Practices:

Revinate recommends monitoring calls on a daily basis (weekly basis for low call volume) to ensure that your agents are using the correct call dispositions. Because agent inbound call conversion is measured off of lead calls only, the Reservation Sales Manager will want to ensure that the agents are marking all of their call results accurately. Unscrupulous agents may attempt to artificially inflate their inbound call conversion by intentionally mismarking calls, especially if they are paid incentives on conversion. Additionally, for newer agents, we will want to ensure good habits and proper training by auditing their call results as well.

We recommend filtering the Call Results Exception Report by Skill = NEW. The reasoning for this is that callers who have indicating they would like to make a new reservation shouldn't be in any of these non-lead call results. 

There are educated ways to look for “red flags type calls” or calls that appear out of the ordinary and should be checked for call result accuracy. 

 Red Flags include: 

• Calls marked Misdialed but are over 2 minutes long
• Calls marked with a non-lead call result but the caller type says New Caller
• A large number of Property Turn-Down calls
• Booked calls under 3 minutes
• Caller type is Owner but the call result is a “lead type” call
• Other Inquiries with lead forms 

When agents first start using HUB, a common call result mistake is using “Booked” for an Existing Reservation Inquiry. Until your agents understand when to use Existing Reservation Inquiry, we recommended auditing your booked calls as well. 

Like all reports within the software, there are a variety of ways to sort data. Generally, it is suggested to use Primary Agents and Non Res/Lead, % of Answered. By clicking on the Multi-Select Mode you choose multiple options within drop downs for a more drilled-down report. Any fields highlighted in orange denote a significant variance from the group average in a given column. Orange highlighting is designed to suggest a place to start your audits. This is not intended to suggest agents are necessarily incorrect or that all other results are without error. To review any call recordings simply click on the hyperlink within a selected field. Once you have audited a call, you can easily click back to the Call Results exception Report tab to continue your auditing.