In order to properly prepare your phone processes and train your employees on how to handle customers’ calls, it’s important to first take a step back and understand why customers are calling.
The Why
In the sales world, as we know, things have changed dramatically because of web and mobile search. Customers have a wealth of knowledge right at their fingertips at every second of the day.
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In automotive, oftentimes the caller knows more about the vehicle they are calling about than the actual employee that answered the phone...to answer the callers' questions.
Today’s car buyer has made their decision before they talk to you. They have a high interest in this car, likely wanting to see it and perhaps buy it. All they need is to complete that one final step and make a call to ensure that their vehicle of interest is in stock and they can ask any further questions they couldn't find out themselves.
"Is This Car Available?"
Calls where the caller asks if a vehicle is available account for over 7 out of 10 sales calls. Half of those are general availability, and that tends to be your new car calls. For example, “Do you have this car, in stock, with these trim options?” The other half of availability calls tend to be about specific availability, and those are your used calls. Example, “I’m looking at VIN/stock number ____, is it available?"
Transparency translates into answering the questions customers ask when they call. You don’t want to be unwilling to answer the question and simply attempt to get the caller’s name and number, you want to be able to address the question while the customer is on the phone. Phone answerers also need to understand how to entertain the caller on the phone while searching for their answer. Technology can be used to get the information needed to answer questions in front of dealers quickly.
It’s interesting today that you can go to a dealer’s website to book a service appointment, or that when you travel you can book the exact seat you want to sit in on the airplane, but dealerships tell customers that they need to “go out to check and make sure the car is still there.”
While yes, there could be a situation where it’s a busy Saturday and the vehicle of interest is a popular car. But typically, systems are good enough to know if a car is available. So, when the average customer hears that you need to call them back, their immediate thought is that the dealer is not knowledgeable of their inventory or they are not being honest; a dooming thought either way, Immediate gratification and better customer service is demanded by today's customer.
Understanding that a majority of customers are now calling to ask if a car is available illustrates the need for training and focus on how to handle these calls above everything else. You can utilize CallRevu's free phone skills training to master the availability call at any time.
We believe that a great call starts with great data. Callrevu has gathered information from millions of calls. Our goal is to use this information to improve your customer’s phone experience and to help dealers fix their phones. Our next post in the Fix the Phones blog series uses this information to answer the question, “What are the top reasons customers call service?”
Want to learn the best practices for availability calls? Access CallRevu’s free training videos by clicking the link below!
Source: https://www.callrevu.com/blog/callrevu-fix-the-phones-the-top-reason-customers-call-sales
Publish Date: February 21, 2017 5:00 AM |
2021 Buyers Guide Speech Technology
| 1.) | Agara
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation. |
| 2.) | Call Center Studio
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time. |
| 3.) | Call Tracking Metrics
Execute automated actions based on words spoken by your customer.
Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.
Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.
Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call. |
| 4.) | Daisee
Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-the-customer.
Unlike legacy speech analytics providers that simply transcribe audio to text and use ‘word spotting’ (i.e building a database of synonyms for every use case - ‘angry’ and ‘manager’ as well as ‘upset’ and ‘supervisor’ and simply spotting for those words), the engine has proprietary use of its sentiment language – a University innovation developed at Daisee, resulting in far more accurate transcription, enabling derivation of the context of a conversation.
The Programmable Scorecard™ scores every call, and automatically activates a workflow for low-scoring, high-risk calls in near-real-time so they can be immediately reviewed and remediated.
As the solution is pre-trained out of the box, deployment is a matter of weeks, not months and there is no setup or professional services fees – just a straightforward SaaS based pricing model. Ensure 100% of your phone interactions are not only monitored but also analyzed and scored with high-risk calls triaged for fast review and remediation. |
| 5.) | Eckoh
EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
Menus are eliminated altogether and contact centres can use a single inbound telephone number.
|
| 6.) | MattsenKumar LLC
SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software
An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies. |
| 7.) | Nemesysco
InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.
Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio. |
| 8.) | Voci Technologies Incorporated
V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.
- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership |
| 9.) | Voxjar
Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.
- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.
- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.
- Long term recording storage for historical analysis
All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.
- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.
- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.
- Long term recording storage for historical analysis
All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better conversations with your customers.
Voxjar brings value across all departments to improve Sales, Marketing, Customer Care, Collections, Compliance, and even your Product Team.
Deep insights into each customer conversation will invigorate every corner of your business.
Start today with a free 14-day trial
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View more from
CallRevuRecent Blog Posts:| The 3 Step Approach to Success on the Phones | April 5, 2017 5:00 AM |
| Own the Bracket: Know Where Calls Fail | March 21, 2017 5:00 AM |
| Answering a Call with Transparency and Technology | March 10, 2017 5:00 AM |
| Why Customers Call Service? | March 1, 2017 5:00 AM |
| The Top Reason Customers Call Sales | February 21, 2017 5:00 AM |
| Fixing Dealerships' Phones | February 8, 2017 5:00 AM |
| A Great Call Starts with Great Data | January 3, 2017 5:00 AM |
| Phone Trees vs Live Answer: What’s best? | December 7, 2016 5:00 AM |
| Guest Blogger: Seven Call Stats That Every Dealer Needs to Know | November 16, 2016 5:00 AM |
| Now and Then: Most Recent vs. First 2 MM Call Report | October 19, 2016 5:00 AM |
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