Boris Valkov

The way the calls are calculated today, booking rates is by manually dispositioning those calls by human. So this means there is a human error involved in that. So when you go to a full 100% of the cost analysis, then booking rates might actually change sometimes by 10%. So this is one. So you might be thinking you're 95, actually you're 85.

The other thing is then from there, when you start cancellation could be another 10% that you're kind of experiencing after you book the call, then you cancel. So there's another 10% opportunity that you're not realizing that you have. You're thinking you're 95% booking order. Some of the companies thinking that they're 95.

The other thing is then from there, when you start cancellation could be another 10% that you're kind of experiencing after you book the call, then you cancel. So there's another 10% opportunity that you're not realizing that you have. You're thinking you're 95% booking order. Some of the companies thinking that they're 95.

So, and then only half of the call center's calls usually for our customers are qualified calls, which is like a revenue opportunity. But then you have half of the calls that are not qualified as of today's standards. But then what are those calls?

So, and then only half of the call center's calls usually for our customers are qualified calls, which is like a revenue opportunity. But then you have half of the calls that are not qualified as of today's standards. But then what are those calls?

Like some of them are, okay, so all of them are spam or technicians calling the mainline, but some of them are marketing opportunity where you actually can fine tune your marketing campaign and create more of those leads. So this is another 5, 10% improvement.

Like some of them are, okay, so all of them are spam or technicians calling the mainline, but some of them are marketing opportunity where you actually can fine tune your marketing campaign and create more of those leads. So this is another 5, 10% improvement.

So all of a sudden from what some of the companies think might have 95%, they have like a 30, 40%, like they're actually 55, 60% actual working rate and opportunity, much bigger than the area-wide. So this is where being able to see what's going on in your call center is critical because now you're realizing the full opportunity.

So all of a sudden from what some of the companies think might have 95%, they have like a 30, 40%, like they're actually 55, 60% actual working rate and opportunity, much bigger than the area-wide. So this is where being able to see what's going on in your call center is critical because now you're realizing the full opportunity.

Yeah. Absolutely. And then when you start thinking about the leads, so everyone, every customer is talking about leads, leads, they generate more leads and that. So, but people don't understand that the leads have a double inflation and that's kind of a dead circle if you go that path, because what happens with leads, of course we want more leads, but the problem with the more leads is that

Yeah. Absolutely. And then when you start thinking about the leads, so everyone, every customer is talking about leads, leads, they generate more leads and that. So, but people don't understand that the leads have a double inflation and that's kind of a dead circle if you go that path, because what happens with leads, of course we want more leads, but the problem with the more leads is that

Today, you have a double inflation. First, leads are getting more expensive every year. So you're spending more marketing budget next year for the same amount of leads. So your profit goes down. And then this means inflation. And the other thing is the quality of the leads goes down because there's more competition. So the quality of the leads goes down. So there's a double inflation. So now...

Today, you have a double inflation. First, leads are getting more expensive every year. So you're spending more marketing budget next year for the same amount of leads. So your profit goes down. And then this means inflation. And the other thing is the quality of the leads goes down because there's more competition. So the quality of the leads goes down. So there's a double inflation. So now...

First, you need to catch up with inflation and then you need to step up the game. So this means that you might be kind of just working on half of the leads that you're actually paying for. And this is just going more and more expensive. So this means it's eating from your profit and it's limiting your scale. So that's kind of where one of the major misconceptions comes up.

First, you need to catch up with inflation and then you need to step up the game. So this means that you might be kind of just working on half of the leads that you're actually paying for. And this is just going more and more expensive. So this means it's eating from your profit and it's limiting your scale. So that's kind of where one of the major misconceptions comes up.

Hey, I'm absorbing 95% of my traffic and I need more leads. This is kind of one of the areas where many of the companies don't realize that once they start using technology, they actually start making much, much smarter decisions about that.

Hey, I'm absorbing 95% of my traffic and I need more leads. This is kind of one of the areas where many of the companies don't realize that once they start using technology, they actually start making much, much smarter decisions about that.

Yes. So the other thing is that, so you just mentioned some of the opportunities here, but there's so many more. Like for example, qualified unbooked calls. This goes automatically for rehash. So this is a massive opportunity where you didn't book the call. It was qualified. So this goes to rehash automatically. Then calls that was booked, but they canceled afterwards.

Yes. So the other thing is that, so you just mentioned some of the opportunities here, but there's so many more. Like for example, qualified unbooked calls. This goes automatically for rehash. So this is a massive opportunity where you didn't book the call. It was qualified. So this goes to rehash automatically. Then calls that was booked, but they canceled afterwards.

This goes to rehash them automatically as well. Many of those calls. And the other thing is one of the most common reasons where you can also optimize is like from the CSR team's perspective. One thing is that today, So the way we design Clays is to answer the top three questions that the company will have in the call center. Number one is, what's my true booking rate, as we discussed?