Virtual Assistant Call Performance

[Mike Kehoe]

What percent of calls made by your VA are answered?

We're pulling our lists from PropStream, then skip tracing with Batch Skip Tracing, and our VA is through VAHub calling on Batch Dialer. We are seeing a 16% answered rate with a multi-line dialer. It feels low, but I'm curious if this is in line with what other people have been seeing. It seems like the VA's are spending a lot of time waiting for calls to be answered, opposed to talking with sellers.

[Tom Shallcross]

@Mike Kehoe - I have 2 VAs and they are around 10% on the pick-up so you're beating me for whatever that is worth. Two notes:

1. I had a dialer (CallTools) making multiple calls at once but my call drop rate dramatically increased when I set it to make 4-5 dials at a time. Could've been user error on my end, but drops def spiked with volume. I'm now just dialing 2 lines at a time. 

2. I haven't texted due to not understanding all the legal regulations. I know the big two are TCPA and and CAN SPAM

"Under the TCPA, businesses may not send messages to consumers without their consent. Even if an individual provides their phone number or has a long-standing relationship with the business, the company cannot text the individual if they have not granted written consent."

"Under the CAN-SPAM Act, the FCC can regulate commercial texts sent to wireless devices to protect consumers from unwanted mobile commercial messages."

"The CAN-SPAM Act makes it illegal for businesses to send unwanted text messages to cell phone numbers and requires that any commercial message be easily identifiable by the receiver as an advertisement. Consumers must also be able to unsubscribe from receiving messages."

Someone more versed than myself can hopefully provide better feedback on sending compliant texts.