Ylopo Live FAQ
Call Center
Q: Will I be able to review the calls made by the call center?
A: No - Due to privacy laws, calls made by the call center will not be available for review, but call notes will always be available in Follow Up Boss under the lead's communication timeline area.
If you are using a Follow Up Boss inbox number for Ylopo Live and have the call recording power-up enabled in your Follow Up Boss account, you will be able to listen to the agent side of the call transfer in that recording in Follow Up Boss. You can read more about that feature in Follow Up Boss here.
Q: What happens after one of my agents takes the transferred call?
A: If you are using a FUB Inbox number, we will automatically assign that lead to the team member who answered. They will also receive an email notification with the lead information.
Q: Will I have an additional cost for the call center during beta testing?
A: No - The call center cost is inclusive of the budget you set for the beta!
Q: How will your follow up be any different than other companies I have used?
A: One of the biggest issues with the follow up that we see, is lack of organic conversations and communications with leads. The most common approach is to reach out with a corporate feeling that many leads do not respond to. The leads have the opportunity to go to a big corporation if they choose. But instead they choose go through the lead form from your brand, perhaps hoping for a differentiated and organic approach. Understanding that fact is one of the many key points in being successful with lead communications, and providing value. Something other companies fail to successfully execute.
Q: Is there a way to stop your call center from calling certain leads?
A: Yes. We can block our call center from dialing leads based on the lead stage or agent assignment. Typically, you can accomplish this by moving the lead out of the "Lead" stage or assigning to an agent from the Holding Tank Pond unless your block list was configured differently. Please reach out to us if you are unsure of which stage/agent selections were made to block our call center from dialing.
Q: Can I add a lead back into the queue for call center follow up after removing them from Lead stage because I was reaching out?
A: Yes, as long as the lead has not received a final disposition from our call center, and has not exceeded the 10 calls in the original call cadence, you can simply move the stage back to Lead or assign the lead back to the Holding Tank Pond and our call center will resume calling for the remainder of the 10 calls. Final dispositions are: ISA_TRANSFER_SUCCESSFUL, ISA_TRANSFER_UNSUCCESSFUL, NURTURE, WRONG_NUMBER, NOT_INTERESTED, DO_NOT_CALL, DECLINED_BY_REALTOR
Q: Does the call center leave voicemails if the lead doesn’t pick up?
A: Yes, the call center will leave varying voicemail messages each time they reach a lead's voicemail inbox. The callback number they provide in these messages will route back to our call center so our reps can vet and transfer these calls to you. If the lead calls outside of call center hours, they will hear a voicemail recording. Our reps will call them back when we open again.
Q: Can I see the results of the call center's outreach to leads in my Follow Up Boss account?
A: Yes, please see examples and a full list of call center dispositions here.
Team Setup and Training
Q: Do you have recommended scripting my team can use when we accept transfers from Ylopo's call center?
A: Yes! You can find Professor Barry's best practices here. You can also watch our webinar 'Expert Scripting Strategies for Maximum Conversion with Ylopo Live' here.
Q: How many agents should I add to the Follow Up Boss Inbox I'm using for Ylopo Live?
A: It’s best to choose agents who you know can handle following the special instructions involved with Ylopo Live and who are good about picking up the phone for incoming calls. Adding too many agents can be confusing to some agents, so it can be easier to train a specialized team on how to handle these leads. At the same time, you want to make sure you have enough agents in the Inbox so that there will be someone available to answer most incoming transfers from our call center.
Q: Should I have agents or ISAs answering the transferred calls?
A: The lead will have already spoken with our call center rep, so sending them to an ISA after that can be a less fruitful experience. Oftentimes by that point, the lead will want to be in contact directly with a realtor, and there’s a higher chance of them being frustrated or ending the call if they are transferred to an ISA after our call center.
Q: Should I call Ylopo Live leads in addition to your call center?
A: We've done some research on all of our beta testers to date, and we've found that they are seeing the best results when this is a team effort. Think of the Ylopo call center as your safety net/insurance plan. We're here to reliably call your leads over the first 30 days, but if your agents have the time, they can reach out too! We're here to supercharge things in case your agents get busy and drop the ball in the critical early stages just after registration. The goal is to have our call center and your agents working together for maximum ROI. Some examples of when it's especially important for your agents to step in are AI_NEEDS_FOLLOW_UP and HANDRAISER activity. We don't want you to miss out on these important signals from your leads while our call center is reaching out. Another example is a lead's response to something like a listing alert email. Our call center doesn't see that and you should definitely be responding to the lead to have that conversation. If you or your agents do engage with a Ylopo Live lead that’s still in the Ylopo Live Holding Tank Pond, then to stop our Call Center from calling that lead, move the lead out of “Lead” stage in Follow Up Boss. That will signal our system to stop calling. Separately, remember to assign the lead to the relevant agent in FUB.
Q: Will you be working any of my other leads in my CRM?
A: No, only Ylopo Live leads right now.
Q: How do I identify these leads?
A: Ylopo live leads will be tagged with YLOPO_LIVE in your CRM.
Q: Can I distribute my live transfers to specific agents based on location?
A: Only if the locations are separated by different Ylopo licenses. We cannot route live transfers to multiple routing numbers on the same license.
Cost/Budget
Q: Why has Ylopo made this so inexpensive compared to other alternatives?
A: We have always stood by the belief that the follow-up is the most important part of a lead's journey, particularly in the beginning! For that reason, we have made this a low cost alternative to other options out there, to prove that the correct follow up is a vital part of successful lead conversion!
Q: What if all of my budget is not spent each month?
A: We always strive to spend your budget evenly throughout the month so that it is fully spent to generate leads. In the unlikely event that all of your marketing budget is not spent, the unspent amount will be issued credit on the following month's invoice.
Last Update: Chrissi B. 10/27/23
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