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The 3 Step Approach to Success on the Phones - CallRevu - Blog

The 3 Step Approach to Success on the Phones

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.

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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

2021 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

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eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
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Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

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Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
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ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
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Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
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View more from CallRevu

Recent Blog Posts:
The 3 Step Approach to Success on the PhonesApril 5, 2017 5:00 AM
Own the Bracket: Know Where Calls FailMarch 21, 2017 5:00 AM
Answering a Call with Transparency and TechnologyMarch 10, 2017 5:00 AM
Why Customers Call Service?March 1, 2017 5:00 AM
The Top Reason Customers Call SalesFebruary 21, 2017 5:00 AM
Fixing Dealerships' PhonesFebruary 8, 2017 5:00 AM
A Great Call Starts with Great DataJanuary 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 KnowNovember 16, 2016 5:00 AM
Now and Then: Most Recent vs. First 2 MM Call ReportOctober 19, 2016 5:00 AM

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