Daniella's Customer Brain

Bettermove <> OneAI: Catch Up

3 min read

Bettermove <> OneAI: Catch Up

Date: 2025-10-29 | Duration: 39.380001068115234 min | Account: bettermove

External attendees: nick@bettermove.co.uk, rory@bettermove.co.uk

Summary

The team discussed several strategies to enhance call handling and lead management. They agreed to implement a system change that displays a single transfer number for incoming calls, preventing agents from pre-screening leads. This aims to increase lead engagement and call pickup rates. Additionally, a new live report spreadsheet will track individual agent call pickups, helping identify top performers and ensuring fair distribution of answered leads. The recent analysis of 4,000 leads revealed a consistent 50% answer rate on first attempts and a transfer rate between 20% and 25%. Plans for creative motivation strategies, such as monthly rewards for top performers, were also proposed, alongside improvements in system access and ongoing optimization of AI calling agents’ voices for better engagement.

Key Points

📞 Call Handling Update:: Incoming calls will show a single transfer number, preventing agents from screening leads before answering. 📊 Performance Tracking:: New editable report will track call pickups by agents, helping to identify top performers and improve consistency. 📈 Lead Metrics:: Recent data from 4,000 leads shows a 50% answer rate on first attempts and a 20%-25% transfer rate. 🏆 Agent Motivation:: Plans for creative incentives, like monthly rewards, to enhance performance and engagement among agents. 🖥️ System Access Improvements:: Rory will regain access to call center dashboard for live monitoring and report reviews to optimize oversight. 🤖 Ongoing AI Testing:: Experimenting with voice optimization for AI calling agents to improve engagement while testing different voice options.

Overview

  • Call Handling Update: Incoming calls will show a single transfer number, preventing agents from screening leads before answering.
  • Performance Tracking: New editable report will track call pickups by agents, helping to identify top performers and improve consistency.
  • Lead Metrics: Recent data from 4,000 leads shows a 50% answer rate on first attempts and a 20%-25% transfer rate.
  • Agent Motivation: Plans for creative incentives, like monthly rewards, to enhance performance and engagement among agents.
  • System Access Improvements: Rory will regain access to call center dashboard for live monitoring and report reviews to optimize oversight.
  • Ongoing AI Testing: Experimenting with voice optimization for AI calling agents to improve engagement while testing different voice options.

Action Items

Rory Perform password reset and log into BetterMove Studio dashboard using credentials to monitor calls and agent activities (09:48) Coordinate with Nick to supply new leads batch data for immediate upload to the shared spreadsheet and Databox display (35:13) Use the live spreadsheet report for tracking calls and agent performance, driving daily management decisions (22:42)

Daniella Block Send Rory credentials and login reset link for BetterMove Studio dashboard during or immediately after the meeting (09:53) Share detailed two-page explanatory document about the Studio platform, its features, and metrics with Rory and Nick (10:30) Implement the change to hide individual caller numbers so all incoming calls show the same transfer number to ensure equal answer likelihood (06:50) Share the live editable Google Sheets report tracking call answering and lead handling with Rory and Yochai (23:49) Investigate and fix the anomaly with consultant name display in the report filtering and data fields (20:45) Continue monitoring and optimizing AI voice agents, especially Abby, Lucy, and Olivia, and keep clients updated with experiment results (36:22)

Yochai Levi Assist Rory with duplicating live spreadsheet and adding automatic date filters for dynamic daily/weekly reporting (23:50) Provide guidance on how to configure the dashboard and reports in BetterMove Studio, including access to consultant name and filtering options (19:25)

Graph View