Call Intelligence Guide

Knock's Call Intelligence report enables customers to increase sales effectiveness and improve sales training at scale. Knock’s Call Intelligence product leverages advanced machine learning and natural language processing (NLP) techniques to understand intent, topics, and outcomes of phone calls. This data is synthesized to provide sales and leasing teams with (1) a measure of how they are performing, (2) insight into the prospects that are more likely to visit, and (3) a way to tailor training and enablement of teams across all properties. 

The report is separated into three tabs that provide different insights. Below will be a high level summary of each tab and the information provided. 

 

Overview 
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Visualizations 

This tab starts with actionable takeaways at the top. Here, you’ll see a compilation of insights that can be found in different places throughout the report.

The main graph shows the Intent to Visit percentage that will give you an indication of what the most interested prospects are focused on when talking with agents.  

 

Fields 

Calls: The total number of annotated calls during the specified time range for a given selection of properties.

Visits: The total number of visits that can be attributed to prospects with a call during the specified time range. 

Leases: The total number of leases attributed to prospects who have had a call annotated during the specified time range. 

Call to Visit %: The percentage of calls that have an annotation that resulted in a visit.  

Call to Leases %: The percentage of calls that have an annotation that resulted in a lease.  

Greeting: The percentage of calls where the agent has made any identifiable introduction (e.g., providing name of agent or property, offering help, etc.). 

Name: The percentage of calls where the agent requested the name of the prospect. 

Preferences: The percentage of calls that included one of the following agent-actions within the transcript: Move Date, Budget, Pets, Occupants, Bedrooms, Lease Length, Floor Plan and Specific Needs. When the column is expanded, it shows the percentage of calls for each specific agent action. 

Prospect Info: The percentage of calls that included one of the following agent-actions within the transcript: Email, Phone and Employer. When the column is expanded, it shows the percentage of calls for each specific agent action. 

Prospect Interest: The percentage of calls that included one of the following agent-actions within the transcript: Tour, Application and Move Reason. When the column is expanded, it shows the percentage of calls for each specific agent action. 

Prospect Source: The percentage of calls that included one of the following agent-actions within the transcript: Marketing Source, Referral, Website. When the column is expanded, it shows the percentage of calls for each specific agent action. 

Agent - Followup: The percentage of calls with a follow-up required by the agent. 

Talk Rate: The percentage of the call in which the agent is speaking. 

 

🚨NOTE 1: The total number of annotated calls may not match the total number of transcripts. Not all calls will have a long enough duration to properly annotate. 

 

Intents
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Visualizations

This tab provides a deeper dive into the intents that a prospect may discuss during a call with an agent. The left-most graph shows the most popular intents as a percentage of total calls and the right-most graph shows the intents with the highest conversation percentage (i.e., the percentage of all calls tagged with the specified intent which resulted in a visit). 

 

Fields 

Calls: The total number of annotated calls during the specified time range for a given selection of properties.

Visits: The total number of visits that can be attributed to prospects with a call during the specified time range. 

Leases: The total number of leases attributed to prospects who have had a call annotated during the specified time range. 

Intent Frequency: The percentage of annotated calls in which a given intent appears. 

Call to Visit %: The percentage of annotated calls for a given intent in which a prospect made a visit. 

Call to Lease %: The percentage of annotated calls for a given intent in which a prospect ended up leasing. 

 

🚨NOTE 2: A given call may contain multiple intents. As such, you would expect the total number of calls for all listed intents to be greater than the total number of annotated calls. 

 

Agent
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Visualizations 

The Agent tab shows the actionable takeaways that could be found in the table below it.  

Fields: 

Calls: The total number of annotated calls during the specified time range for a given selection of properties.

Visits: The total number of visits that can be attributed to prospects with a call during the specified time range. 

Leases: The total number of leases attributed to prospects who have had a call annotated during the specified time range. 

Call to Visit %: The percentage of calls that have an annotation that resulted in a visit.  

Call to Leases %: The percentage of calls that have an annotation that resulted in a lease.  

Greeting: The percentage of calls where the agent has made any identifiable introduction (e.g., providing name of agent or property, offering help, etc.). 

Name: The percentage of calls where the agent requested the name of the prospect. 

Preferences: The percentage of calls that included one of the following agent-actions: Move Date, Budget, Pets, Occupants, Bedrooms, Lease Length, Floor Plan and Specific Needs. When the column is expanded, it shows the percentage of calls for each specific agent action. 

Prospect Info: The percentage of calls that included one of the following agent-actions: Email, Phone and Employer. When the column is expanded, it shows the percentage of calls for each specific agent action. 

Prospect Interest: The percentage of calls that included one of the following agent-actions: Tour, Application and Move Reason. When the column is expanded, it shows the percentage of calls for each specific agent action. 

Prospect Source: The percentage of calls that included one of the following agent-actions: Marketing Source, Referral, Website. When the column is expanded, it shows the percentage of calls for each specific agent action. 

Agent - Followup: The percentage of calls with a follow-up required by the agent. 

Talk Rate: The percentage of the call in which the agent is speaking. 

 

Filters and Options
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Filters:

Date range: Defaults to 7 days. The date range the contacts came into the account for the report.

Properties: Defaults to All Properties. This is a multi-select for what properties you'd like data for.

 

Call Intel - View Filtered Out Calls

Filter added to the Call Intelligence and Transcripts pages labeled “Topic

Following six filters added with the first being the default:

  • First time caller (maybe rebrand to prospect call) - Prospective Renter *

  • Return caller (maybe rebrand this to non-leasing call) - Follow Up

  • Resident (maybe rebrand to resident topic) - Resident

  • Vendor - could be a call about a survey, could be FBI to do crime scene investigation, could be window washers, landscape, etc.

  • Virtual Agent/IVR/Junk (maybe say “Other - Virtual Agent, Spam, etc.” or “Undetermined” here)

  • Short Conversation (< 4 utterances or < 30 seconds) - Insufficient Data

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