The Best Time to Respond to Missed Phone Opportunities at your Dealership - CallRevu - ContactCenterWorld.com Blog
Let’s Talk About Alerts
In an ideal world, alerts wouldn’t be necessary because every call would be answered promptly, routed correctly, and handled appropriately. But, the reality is that sometimes calls get dropped, missed, or mishandled. That’s where alerts come into play.
The value of a missed call or missed opportunity alert is comparable to the ability it provides to take appropriate action. Alerts need to be delivered timely and consistently, they need to be acted upon quickly, and they need to provide the right amount of information in order for the follow up to be successful.
Unlocking the Value – Notification Speed & Response Time
Ok, so we know mistakes happen, now what?
The secret to success lies in turning that misstep into actionable intelligence and ultimately into a deal saved. The impact of saved opportunities can be the difference between a good and a great month. Keep in mind, if an opportunity is mishandled, or a caller gets frustrated and hangs up, they don’t stop shopping – they just stop shopping with you.
Missed calls and missed opportunities don’t need to mean “game over”. The key is to consistently respond and follow up before the lead goes cold. For missed calls (e.g. an on-hold hang-up, unanswered line, misdirected extension, or full mailbox), these are the most time-sensitive. We recommend handling missed calls in under 30 minutes to increase the likelihood of reaching that individual.
For missed opportunities, such as where a call ends abruptly despite having collected sufficient information for an appointment, or a voicemail about a trade is left on a sales agent’s line, the sweet spot is between 30 and 90 minutes.
Beyond 2 hours, the chances of speaking with that prospect drop to the level of standard outbound call campaigns (around 10% connection rate).
Customers expect real-time responses, and alerts deliver real-time feedback on missed opportunities.
Alerts help you react to calls and address training and process issues that affect the total caller experience both in real-time and for the future. Being able to act on vital feedback and metrics will save deals today and correct problems that will lead to a better experience tomorrow. Your customers tell you every day how to improve your bottom line, all you need to do is listen.
Publish Date: February 4, 2016 5:00 AM
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