It may seem counterintuitive in today’s digital-first world, but for multi-location businesses, healthcare providers, and franchises, success is tied directly to the phone call experience they provide.
Calls are the main way customers and patients first contact local businesses in automotive, healthcare, financial services, insurance, home services, legal, and other industries. And every time a location or local agent mishandles a call, they risk losing that appointment or sale.
It’s one of the biggest challenges for national and regional customer experience (CX), sales, and operations leaders overseeing performance at multiple locations. They know how important caller experiences are to their success, but they don’t know:
- If the locations they manage are answering calls
- Where, when, and why phone leads fail to convert
- What CX issues are occurring, and their impact on KPIs and revenue goals
- What actions should be taken to improve results
Introducing Invoca for Multi-Location CX
Invoca for Multi-Location CX addresses these issues. Part of the Invoca AI platform, it’s a groundbreaking solution for multi-location brands to centrally monitor, measure, and improve callers' experiences and boost conversion rates. Invoca for Multi-Location CX works for every call to every location, including calls handled by, or transferred to or from, a contact centre.
Invoca provides national and regional CX, sales, and operations leaders with a centralised platform to analyse and optimise caller experiences at every location they manage. With Invoca’s complete first-party buyer journey data, call routing technology, and AI SMS Messaging Agent they can:
- Reduce missed calls and voicemails
- Detect and correct CX and call handling issues
- Prevent leads from stalling
- Convert leads 24/7, even when locations are closed
- Convert more callers to customers and patients
- Significantly accelerate revenue growth
Read on for a deep dive into the importance of local call experiences to revenue performance and how Invoca is helping leading multi-location and franchise brands convert more callers to customers and patients.
Phone Calls to Business Locations Are Make-or-Break Moments in Customer and Patient Journeys
When consumers search for a business location or healthcare provider near them, they often contact the business by phone. Imagine somebody shopping for a car, an accountant, a plumber, or a storage unit. Or someone who needs to book an appointment to fix their furnace, repair their brakes, tour a rental property, or see a doctor or dentist. Most people find them online, often on their smartphones, and they call to set an appointment, plan a visit, or get a quote.
In high-touch businesses, phone calls are a critical step in the customer journey. The numbers speak for themselves. According to Google:
- Most searches are on mobile devices, and consumers using mobile search to find businesses are 39% more likely to call them.
- Each month, search results showing local businesses drive over 2 billion phone calls, website clicks, direction requests, and other connections to US businesses.
- On average, another 80 million calls a month are driven directly from Google Search ads — and that doesn’t include all the searchers who called after clicking through to a website.
- Phone calls to businesses convert to customers 3x more than web clicks.
Trillions of dollars in annual revenue — and the reputations of many multi-location brands — hinge on the experience locations provide callers. Each time they fail to answer a call or deliver the right experience to convert them, the business loses that customer or patient. According to a recent Invoca report, an average of 39% of calls go unanswered across all industries.
Lack of Centralised Visibility and Management of Caller Experiences at Locations Is a Big Challenge
Multi-location brands struggle to centrally track and manage the billions of annual calls that go to brick-and-mortar locations and local agents. Locations, franchisees, and agents often operate in silos without national oversight, resulting in inconsistent performance, CX issues, and lost customers, patients, and revenue.
It’s a major challenge for national and regional CX, sales, and operations leaders at multi-location organisations. They are responsible for CX and revenue at dozens, hundreds, or sometimes thousands of locations, but they are losing revenue because they don’t know:
- How well each location or agent answers and converts calls
- When and how to staff locations to handle peak call times
- Where CX and compliance issues occur and why
- How to coach underperformers to improve their results
- What strategies and talk tracks work best and should be standardised
- If missed call leads are being followed up on
Issues also occur when multi-location brands can’t coordinate and automate caller experiences across their locations, including:
- Unanswered Calls: Calls to busy or closed locations go unanswered when they could have been rerouted to an available location, contact centre agent, or AI SMS messaging.
- Poor CX and Conversion Rates: Callers are sent to a location ill-equipped to assist or convert them when they should have been sent to a contact centre agent who is trained to help.
- Operational Inefficiencies: Location staff and local agents waste time helping callers who should have been handled by a better agent/department, or by an AI agent.
Centrally Measure, Standardise, and Improve Caller Experiences At Every Location with Invoca
With Invoca, national and regional CX, sales, and operations teams have a centralised solution to analyse, automate, and optimise caller experiences at every location they manage. It combines cloud-based call routing, conversational IVR, AI SMS Messaging Agent, AI-powered speech analytics, and automated call scoring capabilities to help them grow revenue by:
- Reducing missed calls and lost opportunities
- Standardising and improving caller experiences
- Converting callers 24/7 with automated AI agents
- Converting more callers to customers and patients
Get Up and Running Quickly and Easily With No Disruptions
Invoca’s cloud-based solution is easy to deploy and use:
- Works for 100% of Inbound Calls: Invoca works for every call to every location or agent, including calls handled by, or transferred to or from, a contact centre or answering service.
- Works With Every Telephony Provider: Customers don’t need to buy or manage any new hardware or devices, and they can keep using any functionality from their existing telephony provider.
- No Disruptions: Staff answering calls don’t need to be trained on or logged in to any new system.
- Easy to Use: Non-technical CX, sales, and operations staff can centrally control call routing and quickly create IVRs with no coding or assistance from IT. Launch, train, test, and manage AI Messaging Agents in one simple workspace. Go live quickly with pre-built conversion templates that capture consent, qualify buyers, and book appointments and callbacks, so you start driving revenue right away.
Invoca Provides a Single Source of Truth for Every Conversation
- Centralised Location Performance Reports: View real-time and historical reports on how many calls each location receives, how well they answer and convert calls, the days and times calls occur, and more. Compare performance across all locations, or filter reports by region, state, city, or individual location, and automatically share them with relevant stakeholders.
- Fully Connected Buyer Journey Data: Invoca is the only solution that ties all SMS and phone conversations to resulting conversions and the original marketing source, giving full closed-loop visibility into ROI to power smarter marketing and customer experience optimisations.
- Database of Call Recordings, Transcriptions, and Insights: Access a searchable database of every call to every location, including PCI- and HIPAA-compliant recordings and transcriptions of the conversations. Get direct access to the voice of the customer, learn why messaging and promotions succeed or fail, use call recordings to refute caller disputes, and more.
- Automated Call Handling Scorecards and Streamlined Coaching: Invoca’s AI analyses 100% of inbound calls to measure the specific elements and KPIs that matter to each business, including greetings, objection handling, whether locations asked callers for appointments, and more. View performance and compliance scores for each location and call, and streamline coaching by adding comments to specific moments in transcriptions for locations to review and improve.
- Caller & CX Insights: Invoca automatically detects each caller’s intent, product or service interest, and other data points that matter to your business. Unsupervised machine learning proactively analyses calls to surface new caller trends and issues, making them easy to spot and correct.
Control, Standardise, and Automate Caller Experiences
- Intelligent Call Routing: Easily create rules in Invoca to automatically route each caller to the best location or agent to assist them. Popular call routing strategies for multi-location businesses include routing callers to their closest location and rerouting callers from locations to call centres during peak call times or when locations are closed.
- Automated AI Messaging Agent: Meet buyers who want to text in their preferred channel with instant, 24/7 SMS conversations. AI helps convert leads anytime, including when your business is busy or closed. Invoca’s AI Messaging Agent is pre-trained on your best sales conversations to answer questions the way your highest-performing agents do, and is conversion-ready from day one.
- Ring Group Call Routing: Reduce unanswered calls by having Invoca route callers to a list of phone numbers sequentially, simultaneously, or via round-robin until someone answers and accepts the call. Route calls to a location first, and if they don’t answer, forward them to a contact centre or IVR. Route calls to a prioritised list of local agents so top performers get more calls or distribute leads equally. Have calls ring multiple agents’ phones simultaneously until someone answers.
- Conversational IVRs: Create custom IVR phone menus in minutes powered by natural language processing (NLP) to automatically qualify and route callers to the right location, department, or agent based on intent. IVRs can also answer questions, assist callers during busy times or when locations are closed, collect consumer and patient data, and deflect the wrong types of calls from tying up locations or agents. Invoca IVRs are easy to build in minutes and can understand both voice responses and keypresses, providing a better caller experience.
- Pre-Call Whisper Messages: Have Invoca play custom audio messages that only the person answering the call hears before connecting them with the caller. Convert more calls to customers and patients by providing locations with valuable insights on callers to improve conversations.
Invoca Success Story: Spectrum Retirement
Spectrum Retirement is a leading operator of retirement, assisted living, and memory care communities, with 48 locations. Spectrum uses Invoca’s AI to QA 100% of sales-related calls to identify if the community asked the callers who their decision-makers are, their budget, their availability to schedule a tour, and more.
“With Invoca, we let the machine learning do the work and score 100% of calls to our communities, identifying each agent's strengths and areas for improvement,” said Jeff Arduino, National Director of Sales and Resident Experience at Spectrum Retirement.
Invoca also gives sales teams access to the recordings and transcriptions of every call so that they can:
- Review the conversations for key moments
- Add coachable comments in the transcriptions for agents to review
- Reinforce good agent habits and locate opportunities for improvement
“Having this data in one platform for every location in real-time is a huge time-saver, and being able to tag calls in Invoca with comments has changed the game for how we coach agents," said Arduino.
With Invoca, Spectrum Retirement has added several percentage points to its occupancy, exceeding pre-pandemic levels.
Read the full Spectrum Retirement case study here.
Get Started Managing and Improving Caller Experience and Conversion Rates Across Locations
Invoca provides national and regional CX, sales, and operations leaders with the call data and technology to significantly improve conversion rates across locations. Let us give you a personal walkthrough of Invoca’s solution for multi-location and franchise brands. You can also read more success stories from Invoca users on how they are acquiring more customers and patients by improving CX and conversion rates.
Watch this on-demand webinar to learn more.
