How to Staff an Auto Dealership to Sell More Cars - CallRevu - ContactCenterWorld.com Blog
A true story in a dealership:
A dealer was wondering why at 2 PM, every single day, the number of phone-ups dramatically decreased. He was confused as to why in the middle of the day, no one was available. He decided to set an alarm on his phone for 1:58 PM, because 2:00 PM was the drop-off time he noticed in his call tracking reporting. When his alarm went off, he walked down to to the showroom floor to see what was going on. He sees his team all walking out of the building, and to his surprise, they are walking across the street.
The dealer decides to follow them to see what they are up to. The group of salesmen were walking to a Sonic...yes...Sonic. And when he saw this happening, he goes up to his team and asks what they were doing. His team said that Sonic had a milkshake happy hour at 2 PM every day. Needless to say, this process was stopped immediately.
Did you know that 37% of your connected sales calls are not reaching the intended agent? Now, there are many reasons that this could happen, but most are leading to the person that the caller is trying to reach is unknowingly not available. Whether the voicemail was reached or the requested agent was not at their desk, there are simple methods that could lead to an increase in connectivity immediately.
Hold your staff accountable:
Track your phone calls: Tracking your phone calls is key to creating awareness to when you need to adjust your staffing. This helps the awareness of knowing who needs to be covering the phones at what time, to ensure all bases are covered.
Staff to accommodate peak call times: Make sure you have an operator on staff at all times to avoid initial phone handling by people not trained to answer the phones or properly utilize the phone system. Look at your call volume and staff accordingly.
Know before you go: Be aware of what is happening on your showroom floor. Are your people available when they need to be? Set an alarm on your phone to check your showroom floor where your connectivity rate is dropping. See first-hand if there is something going on that is preventing your team from fully operating.
Don’t blame the receptionist. Blame the process: We expect our receptionists to do so much. Understand your people, process, and hardware problems. The average issue with the phones comes from a lack of process and a lack of training. For example, instead of immediately blind transferring a phone call, provide the receptionist with a video monitor and allows he/she to have access to live footage of all necessary rooms. This provides the first responder with the tools imperative to properly transfer a phone call and not rely on whether their desk phone is set to ‘away’ or not.
Stagger hours and breaks: Watching your staffing closely can also help you save money in the long run. If you notice that you don’t receive many calls during a certain hour, there is no need to have as many phone handlers available. Stagger your team’s hours and lunch breaks to make sure you have more people available to answer phones during peak hours, and less available during lower volume hours.
While your current process may not as be as painful as the discovery of your team at a Sonic, there are always ways to improve connectivity rates by utilizing the resources you already have and not hiring more.
Image Compliments of Eder Pozo Pérez
Publish Date: February 15, 2016 5:00 AM
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