Call Source
The Call Source report provides the following types of information:
• How callers obtained facility contact information that either led to their arrival at the call center as an incoming call or otherwise resulted in their identification as a potential sales lead that made them the subject of an outbound contact. Call sources include things like search engines, specialized locater services, OpenTech services such Web Lead, Live! Megan, and Live! Chat, and other referral methods that the system is able to identify from the information encoded in contacts.
• The relative effectiveness of different call sources in terms of generating sales leads, reservations and rentals.
Report data is presented in two sections:
• Call System Results data - This section provides data for incoming contacts that arrived at the call center phone system. Information is provided about the number of contacts associated with each call source and what happened to the calls after they arrived.
• Contact Note Results data - This section shows how many of the calls associated with a given call source were classified as either
Sales and
Non Sales contacts in the
Contact Note created for the calls, and how many of the contacts resulted in sales conversions.
Things to know about the Call Source report
After you select a time range and facilities for the report, the Call Source query filter is dynamically updated to restrict selections to call sources that pertain to the calls associated with those facilities during that time period.
A No Call Source category is assigned to contacts when they are not associated with a specific call source.
If the counts for all Non Sales and Sales contacts are summed across all sources for a facility, the count totals will not necessarily match the Answered contact total that is displayed in the summary header row for the facility. Potential discrepancies are due to the fact that Answered counts are obtained solely from inbound contacts received by the call center, while data in the Contact Note Results section are obtained solely from information provided in the contact notes associated with contacts.
Discrepancies between the contact counts and contact note counts used in this report can occur for the following reasons:
• - The Answered counts shown in the Call System Results section are obtained solely from inbound contacts received by the call center. In contrast, counts displayed in the Contact Note Results section for some call sources can consist of outbound contacts. If the facility uses the OpenTech Web Lead or Live! Chat services, storage counselors can initiate outbound calls to parties that have been identified as sales leads through those applications. Any facility contacts associated with those call sources are included in the Contact Notes Results section, but excluded from the overall Answered count for the facility.
• - A contact can be associated with more than one contact note. This can occur for reasons such as the following:
- The caller provides payment information to the storage counselor and, after the payment has been made, the caller also requests a return call from the facility manager.
- The caller submits payments for multiple units, in which case a separate contact note is automatically generated for each payment submittal.
Call System Results data
The first section of the report provides the following information:
Total Calls - The first column in this section shows the total number of incoming phone calls that associated with each Call Source. The total count is calculated as follows:
Total Calls = Total Abandoned + Total Voicemail + Answered + XpressPay + Transferred
The other columns in the Call System Results section partition contact data on the basis of the possible outcomes, as described in the following sections.
Abandoned
Abandoned counts are recorded for all contacts that terminate while waiting in queue. Abandoned calls are further distinguished based on whether the contact abandoned after waiting in queue less than 20 seconds (<20) or longer than 20 seconds (>20).
NOTE: Contacts in the >20 second category contribute to the Presented counts.
Total - The total number of contacts that abandoned while waiting in queue.
Presented (> 20 Seconds in Queue) - Count of contacts that abandoned after waiting more than 20 seconds in queue.
NOTE: Counts for calls that abandoned after waiting in queue less than 20 seconds can be obtained from the following calculation:
Abandoned (<20 Seconds in Queue) = Abandoned Total - Abandoned Presented (> 20 Seconds in Queue)
Voicemail
If voicemail capabilities are enabled for the facility, the following Voicemail data is provided:
Total - The total number of contacts that went to voicemail. Depending on how the system has been configured for the facility, calls can be sent to voicemail in the following ways:
• The call arrived during call center hours of operation, but the caller selected voicemail from the facility IVR options.
• The call arrived outside call center hours of operation and the caller chose to leave a message.
• The caller selected XpressPay from the facility IVR options, chose to speak to a storage counselor when the XpressPay menu options were presented, but was re-directed to voicemail because the call arrived outside call center hours of operation.
After Hours - The subset of calls that went to voicemail because they arrived outside normal hours of operation.
Presented
Total - Total number of contacts either answered by storage counselors or abandoned after waiting more than 20 seconds in queue.
Serviced
The Serviced section of the report partitions contact counts on the basis of the following outcomes.
Answered - Contacts handled by storage counselors.
XpressPay - Contacts that went to the application after the caller selected XpressPay from the IVR options.
NOTE: XpressPay calls that are redirected to voicemail are not included in this count.
Transferred - Contacts sent to the facility after the caller selected the transfer option from the IVR system.
Contact Note Results data
This section of the report provides sales-related information based on the Contact Note classifications that were assigned to the contacts. Contact notes are either created by storage counselors who handle calls or automatically generated by the XpressPay application when the caller chooses the application from the IVR options.
The Contact Note Results section includes the following parameters:
Contact Type - Counts for Sales or Non Sales calls are based on the classification included in the contact notes.
Conversions - Total Move-In count and the Move-In% (percentage of Sales calls) that were successfully converted to rentals.