00:00If all they're doing is speaking to these people like four times out of 100 phone calls, it's really an
00:06oasis in a desert.
00:07My opinion is, why don't you hang out for a while?
00:10Instead of doing an average five-minute phone call, why don't you stretch it to 15 minutes?
00:13Because you're probably a little cold and you need to warm up and somebody's there.
00:16These are two ships passing in the night.
00:18I would take advantage of that.
00:20If you need to, throw your list in a predictive dollar so you can speak to at least three more
00:24people.
00:24But that's not the point.
00:26The point is, if you're doing these phone calls, I think you should slow down a little bit more and
00:30just take advantage of that.
00:32More people are doing omni-channel non-voice support, as you were mentioning, filling out forms, doing chat.
00:39One of my clients has the same challenge.
00:42They're getting the 4%.
00:43So instead of doing 150 phone calls a day, they reduced it to about 115.
00:48So as I mentioned before, they can find out a recent promotion or some sort of company culture.
00:54So when they're leaving their voicemail or they're sending that email template, it's really custom made.
01:01And I've seen that, yes, phone call area, contact conversion ratio dropped a little bit.
01:06But then here's your advantage.
01:08Let's say you make another phone call back to these people.
01:12You're mentioning cold emails.
01:13Not anymore, Michael.
01:15Now it's a warm email.
01:16Well, because I've sent it, I could be following up on it, even if they haven't read it.
01:20But I might ask, and I'm sure you like something from the email to at least try to anchor in
01:25there.
01:25But you could be doing a second, third, or fourth touch approach to a client.
01:32Realize this is their protocol.
01:34But I do believe that by doing a little bit of due diligence research and seeing the one thing that
01:41the person loves the most and just mentioning it with them, it will give you a lot more mileage when
01:47you're speaking with the people.
