The 3 Step Approach to Success on the Phones - CallRevu - ContactCenterWorld.com Blog
We’ve done our job in pointing out why people call sales and service departments and where the fail points are in calls, but what kind of “fix the phones” blog would we be if we didn’t actually fix the problems we are saying might be happening in your dealership? Let’s start to close that gap. Roll up your sleeves, it’s time to get your hands dirty.
Bucket #1: Process and Systems
Every dealership has a process, even if it’s by default. Establish what your process is currently and evaluate the effectiveness of that process you currently are following. Is this the process you want to stick with? Do you have the right people in the right seats to excel in the process you have set? Establishing a process first is key to ensuring you can bring in the right people to follow the process you have set.
What about the phone systems themselves? Are you using an IVR? A Phone Tree? Are they performing properly, or are there problems around connectivity, voicemails, and transferring? Perform test calls to your dealership, go through the same process that your customers are going through. Test to see if your process and systems are working exactly as you want them to. Continue to perform these tests often, through every department.
Bucket #2: Skills
Second are the skills that we need to train and coach on. Surprisingly, coaching and training are a little bit different. Before training in a dealership, the principles of your store need to be established. Training is the teaching of a skillset to the masses, and we need to make sure that that skillset meets our dealership’s principles. Training can be signing up for webinars, taking an online class, or even watching on demand videos- all aimed at generically teaching a specific skill needed.
After the principles of your store and your training is complete, we transition into coaching. Coaching is where you train specific individuals on skill deficiencies that they have. It’s the one-on-one time needed to help an individual get to the next level. Coaching is what takes your store from average to great.
Bucket #3: Matching Inbound with Outbound
The third bucket we refer to as matching inbound with outbound. This translates to making sure every inbound call receives the necessary outbound call. Our main tool for accomplishing this is alerts. Alerts are notifications via email or text that you get when an opportunity on a call is missed or mishandled. You can use a call monitoring service, or you can have an employee listen to each call (whatever you decide, it is vital that the process you choose happens in near real-time). When you receive these alerts, it should be an immediate notification to you to call the customer back before it is too late and they move onto your competition.
It’s necessary to make sure that every important inbound call gets its required follow-up outbound call. Please note that this means that in the process review that you do, you need to be certain that you are logging every inbound call. If you don’t log the calls, those that get dropped or eventually missed will never be able to be followed-up on because they are not in your CRM. On average, 8/10 calls aren’t entered into the CRM.
So what type of inbound calls deserve a follow up outbound call? It breaks down pretty simply into a few scenarios:
- Outcome #1: The call is missed altogether. In this case, we know that we need to make a courtesy call back to our known customers whose call we missed, and especially to those who we know are local to our dealership (based on their area code)
- Outcome #2: The caller who called and asked for an individual, a department, or a service, but never actually spoke to the intended agent/department. Maybe that caller left a voice message, maybe they didn’t. Bottom line is that we need to re-engage that caller
- Outcome #3: The third category is a customer that called and spoke to an agent, but the agent couldn’t answer all of the questions. That agent needs to make that follow-up call, and provide the information promised to the caller
- Outcome #4: A customer calls and speaks to an agent, and has all of their questions answered, but doesn’t set an appointment. At this point let’s turn that over to a manager to have them try to set the appointment. A leading stat that we have found dealers understand well and work to benefit from is that if you call back this type of opportunity, 1 in 4 will set an appointment
- Outcome #5: Caller sets an appointment. Great! This is the preferred outcome! Let’s call to confirm that appointment
The three step approach is the beginning of monitoring and fixing any phone processes, skills, and follow-up concerns you may have currently in your dealership. In the next Fix the Phones blog, we will go even further into the details of how we fix the phones to take that next step to greatness.
Want to learn more about phone management and the best phone handling best practices for auto leads? Access CallRevu’s free training videos by clicking the link below!
Publish Date: April 5, 2017 5:00 AM
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