Why Customers Call Service? - CallRevu - ContactCenterWorld.com Blog
To understand how to train employees on incoming calls, it’s important to first understand the why.
Why do customers call service?
Unfortunately, the answer isn’t simple. Customers call your service department for many reasons. Unlike sales, where there are really only a handful of reasons customers call (see top 5 reasons customers call sales here), service has around 200 detailed reasons why customers call.
Yes, we know. That seems like a lot, and the list keeps growing if you want to get more specific. For example, one of those calls will be about keys; “I lost my lost keys”, “my key fob doesn’t work anymore”, and the relatively new problem thanks to remote start of “I ran over my key”. We have classified the top 5 reasons customers call service by dividing them into buckets.
The Top 5 Reasons Customers Call Service:
- 38% of calls to service are repair order opportunities
- 31% of the calls are about oil changes
- 16% of the calls are about appointment verifications
- 9% of the calls are about tire rotations
- 6% of calls are about safety/recalls
Over ⅓ of calls are for repair order opportunities and that’s great for dealerships, but about ½ of the calls are about oil changes and appointment verifications and that’s what dealerships need to try to cut down. Putting processes in place to minimize those calls gives the service advisors more time to take the calls that they need to be focusing on, like repair order opportunities.
So, how do we do that? One best practice is to have dedicated lines for oil changes that go straight to a phone tree. This allows customers to call to set an oil change or alter their appointment.
You also want to make sure that your dealership is taking advantage of your appointment verification process. Callers asking about their appointments proves that the appointment verification is not being taken advantage of because if the customer was reached out to proactively, the appointment would have been verified, confirmed, or changed if needed, while we had the customer on the phone. Understanding why customers are calling is the first step to fixing the phones.
We believe that a great call starts with great call 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. Stay tuned for our next fix the phones blog that will go further into the “why” to examine the purpose of the call.
Want to learn more best practices for service calls? Access CallRevu’s free training videos by clicking the link below!
Publish Date: March 1, 2017 5:00 AM
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