In this Volie webinar, Scott Davis outlines strategies to improve inbound service call conversions by combining soft skills with actionable data. He emphasizes the importance of agent training, call scoring, and using precise dispositions to understand why calls succeed or fail. Key tactics include consistent appointment confirmations, callbacks for missed calls, reducing status checks, and managing agent wrap-up time and call answer speed. Davis advocates for structured coaching, data-driven decision-making, and maintaining a helpful customer-first mindset. The goal: optimize inbound performance to build a solid foundation for outbound growth.
