Duplicate Calls report
The Duplicate Calls report presents basic information about contacts that facility managers have flagged as a “duplicate” and whether or not the caller ultimately participated in a rental transaction.
NOTE: System functionality introduced in November of 2015 gives call center storage counselors the ability to match the identity of current callers to previous contact records. Although the occurrence of duplicate contacts is still possible, the new functionality is expected to significantly reduce the creation of duplicate tenant records in the PMS that can occur when the same party makes repeated sales-related calls.
About Duplicate Contacts
After a Storage Counselor handles a call from a prospective tenant and assigns it to the Sales category, the same caller will occasionally make a follow up call to the call center. Sales conversion metrics, which are based on sales-related contacts, must take this kind of Duplicate Contact into account. Otherwise, calculated conversion estimates could potentially be subject to positive or negative biases. Unpredictable effects of this nature are possible because, in the absence of duplicate tracking, a caller who participates in repeated call interactions that eventually results in a rental would yield two conversions, while a duplicate contacts that does not lead to a rental would be counted as two non-conversions.
To address these issues, authorized facility managers have the ability to identify repeat calls and flag them as Duplicate Contacts. Facility managers who have the required OpenPortal role permissions can use the Lead Tracking dashboard to inspect sales-related contacts and designate repeat contacts as duplicates as they deem appropriate. All sales calls that were handled by the call center and subsequently flagged as a duplicate are excluded from sales conversion rate calculations.
Things to know
From and To filters - Date/Time selections used to set the report time range are based on the US Mountain Standard Time (MST) time zone.
Report data
Individual rows provide data for each call that was designated as a Duplicate Contact.
• Account and Facility names.
• Created On - Date and time the contact note was created.
NOTE: All date/time entries are based on US Mountain Standard Time (MST) time zone.
• Call Result - One of the valid call results that can be assigned to a Sales category call (Reservation, Lead, Appointment, Inquiry or Kiosk Referral).
• Caller and
• Rented - Yes or No, depending on whether the caller could be matched to a new facility tenant that was added to the system any time within 90 days after the contact date.