Boris Valkov

And then as we know from history, self-driving cars have been here for way more than 15 years ago. Still trying to do full self-driving cars. Not every person has a self-driving car. So it's been 15 years and more. journey and we're not there yet. So it's going to take a long time until you trust this to take your main calls, which is the main business.

And then as we know from history, self-driving cars have been here for way more than 15 years ago. Still trying to do full self-driving cars. Not every person has a self-driving car. So it's been 15 years and more. journey and we're not there yet. So it's going to take a long time until you trust this to take your main calls, which is the main business.

So overflow and weekends is currently the use case. So what we wanted to focus on is where is the majority of your revenue today, which is like 90% of your revenue is in the people and the CSRs and agents that are taking the call, talking to a customer and booking a call is very, very complicated operation. So it's not that simple as it might sound for those four minutes.

So overflow and weekends is currently the use case. So what we wanted to focus on is where is the majority of your revenue today, which is like 90% of your revenue is in the people and the CSRs and agents that are taking the call, talking to a customer and booking a call is very, very complicated operation. So it's not that simple as it might sound for those four minutes.

So you need to show a lot of understanding a lot of compassion. There is a lot of things that can happen on the phone call. So you need to be really, really good. So this is hard. And because it's hard, currently people are best to do that. And from that perspective, what we've built at LACE is to make sure that you create a superhuman, super people, getting really good, really focused,

So you need to show a lot of understanding a lot of compassion. There is a lot of things that can happen on the phone call. So you need to be really, really good. So this is hard. And because it's hard, currently people are best to do that. And from that perspective, what we've built at LACE is to make sure that you create a superhuman, super people, getting really good, really focused,

making sure that every coaching and every aspect that you do in the call center has a direct correlation to the booking rates and the revenue. It's not random. So this is why like from a strategic perspective, we are focusing where the revenue and the goal and the pain is today.

making sure that every coaching and every aspect that you do in the call center has a direct correlation to the booking rates and the revenue. It's not random. So this is why like from a strategic perspective, we are focusing where the revenue and the goal and the pain is today.

Yes, exactly. So what happens is that many of the companies think that they have 90 to 95% booking rates, et cetera. So one of the major areas that we're focusing on is first, in order for you to be correct with the booking rates, you need to have 100% audited calls, which is not the case today.

Yes, exactly. So what happens is that many of the companies think that they have 90 to 95% booking rates, et cetera. So one of the major areas that we're focusing on is first, in order for you to be correct with the booking rates, you need to have 100% audited calls, which is not the case today.

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 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.