Bettermove <> OneAI: 2025 Report

Date: 2026-01-15 | Duration: 26.549999237060547 min | Account: bettermove

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

Summary

The meeting centered on addressing call volume management, agent performance metrics, and technological enhancements. The team decided to reduce call volume to prevent agent overwhelm after experiencing a peak of 62 transferred calls in one day. They planned to exhaust the current October lead list before moving to the November list to maintain contact freshness. Performance metrics showed 3,344 transfers in H2, with the web form agent achieving 2,413 transfers and a 70% transfer rate in October. Staffing levels increased from five to eight live agents, significantly improving transfer rates and availability. Continuous platform improvements, including daily system updates and proactive alerts, were discussed to enhance agent experience and performance. The team emphasized collaboration and optimization, maintaining open communication to quickly address challenges and improve workflows.

Key Points

📞 Call Volume Management: Reduced call pace decided to prevent agent overwhelm; managed workload better after peak of 62 transferred calls in a day. 📋 Lead List Strategy: Exhaust October lead list before moving to November to maintain contact freshness and avoid outdated data. 📈 Agent Performance Metrics: Stable H2 performance with 3,344 transfers; web form agent achieved 2,413 transfers and 70% rate in October. 👥 Staffing Impact: Increased from five to eight agents improved transfer rates and consultant availability, boosting overall success. ⚙️ Technology Enhancements: Daily system updates and proactive alerts enhance stability and performance, ensuring a reliable agent experience. 🤝 Collaborative Improvement: Ongoing optimization through open communication and shared feedback, fostering responsiveness to challenges and enhancing workflows.

Overview

• Call Volume Management: Reduced call pace decided to prevent agent overwhelm; managed workload better after peak of 62 transferred calls in a day.
• Lead List Strategy: Exhaust October lead list before moving to November to maintain contact freshness and avoid outdated data.
• Agent Performance Metrics: Stable H2 performance with 3,344 transfers; web form agent achieved 2,413 transfers and 70% rate in October.
• Staffing Impact: Increased from five to eight agents improved transfer rates and consultant availability, boosting overall success.
• Technology Enhancements: Daily system updates and proactive alerts enhance stability and performance, ensuring a reliable agent experience.
• Collaborative Improvement: Ongoing optimization through open communication and shared feedback, fostering responsiveness to challenges and enhancing workflows.

Action Items

Daniella Block Adjust backlog agent call rate to a substantially lower setting to manage call volume and reduce team strain (02:56) Send email requesting the November list of contacts for future outreach when ready (05:33) Provide Rory with the presentation and meeting summary for Nick to review (25:29) Investigate and improve the live call reporting tool to show all consultants, including those with zero calls answered, for better visibility and team accountability (25:11) Coordinate with the tech team to support Rory on spreadsheet plugin/data integration issues and follow up on enhancements (25:14)

Rory Share the November contact list with OneAI once October leads are exhausted and timing aligns with call center capacity (05:27) Share the live call reporting spreadsheet with Daniella for review and collaborative enhancement (22:14) Continue monitoring AI and agent performance and provide feedback for ongoing tuning and improvements (17:38)