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Own the Bracket: Know Where Calls Fail - CallRevu - ContactCenterWorld.com Blog

Own the Bracket: Know Where Calls Fail

Make sure your dealership isn’t a one and done team.

March Madness is upon us, and we’ve already seen the emotional downfall and uphill battle that comes along with it. We understand, the frustration a busted bracket can cause can seem like the end of the world. Yes, we’ve all been there, the #1 seed you picked to go all the way, the one you planned out for weeks ahead of time, is out after round two and there goes your whole bracket down the drain.

Your team’s performance on the phone can be just as disappointing, or just as exciting as your #1 pick going all the way. It all depends on what happens on that phone call.

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After analyzing millions of calls, and combining the call data, we’ve noticed that there are fail points along the way from the start to the end of the call that will make or break your team. During these crucial steps, your dealership is either eliminated by the customer or you get to move onto the next round.

Let’s discuss the 5 main fail points during a call and the frequency of those points so that your team can be trained to own the bracket.


#1 - Missed Calls

On average, 8% of calls to a dealership are missed. Missing a call altogether is a sure way for your dealership to become a one and done. It’s important for your dealership to know how many calls you’re missing and who you’re missing them from. This failpoint is one of the most obvious and has the most apparent solution: answer your phones!

The good news is that not all missed calls are created equal. Our research shows that a couple points of that 8% are actually individuals who dial your dealership on their smartphone and then hang up immediately just to save the number in their completed call list, like a temporary speed dial. Customers may find it easier to dial the number, call, then end the call while they are in a meeting, work, or just not ready to commit to the call yet. I’m sure all of us reading this blog are guilty of doing this at some point.

#2 - On Hold Hang Up

Once the call is actually answered, and your dealership has made it past round one, it’s time to face the second failpoint: does the caller actually get correctly connected and speak to someone? On average, 11% of calls are not connected properly, leading callers to hang up while they are on hold. Callers can be connected through an IVR/phone tree or through a receptionist, but either way there is an art to getting customers connected to the intended agent very quickly. The average hold time for a call has been steadily decreasing, and as hold times become shorter, the importance of this skill increases.

In the past, callers were forced to stay on hold, but today that is no longer the case because there are many other ways to get in contact with someone. Callers can fill out web forms, text, or even try calling the intended party directly on their mobile phone. We know that dealers want to keep conversations going through the proper channels and that’s why we put a big importance on these 11% of calls. It’s all about the transfer process.

#3 - Agent Not Available

At this point in the tournament of your dealership’s calls, the call hasn’t been missed and it has been successfully transferred. We’re off to a strong start!

Once the transfer process is complete, then comes the hard part. The next step is to determine whether or not there is an agent there to actually take the phone call. The fail point of an agent not being available is an issue 26% of the time. Oftentimes, a caller is just told “We’re sorry, no one is available,” but more often than not, these calls are “cold” transfers (sent to an agent without notification to agent, caller, or knowledge if they are available) that end up at a voicemail.

A lot of the time, voicemail boxes are set up in a very general fashion, half of callers leaving a message and half not. If you take a step back, dealerships really want to not only focus on the transfer process itself, but also on the nature of the caller’s request.

When someone calls and asks for John, it implies that this caller has had a previous interaction with John. If the caller asks for a specific vehicle by name that they saw on your website, that caller most likely has no relationship with the dealership. So, if we just simply cold transfer this individual to a voicemail we could lose that lead altogether. All leads are important, but this lead should definitely be carefully logged, it should be warm transferred (the customer is warned that they are going to be transferred to (Name) and the receptionist confirms with the agent that they are able to take the call), and we should aim to answer the questions of this caller with the person still on the phone if possible. If we don’t do these things, this caller could eliminate you.

#4 - Agent Unable to Answer Questions

This bracket buster is a fail point for 39% of calls. The biggest failpoint of a phone call is when the agent is unable to answer questions, but the reality of it is that often times the agent is unwilling to answer the questions. They are either distracted by another opportunity that they have, say on the floor, but in many instances, it’s not that agent is inept, but that they’re often unempowered! Agents are often trained to ask for a name and number as a means of collecting contact information and to offer to call back to answer the questions.

This blog series has already covered the top specific reasons customers call sales and service, but if you simplfy it, a caller’s intent can really be boiled down to a desire to verify information before investing their time in coming to the dealership. They’ve done their research online and want a few questions answered, leaving us with the exact reason why it’s vital that we do answer the callers questions.

Today’s consumer is calling to eliminate us every day. They will buy from the dealership that makes the process as easy as possible, and doesn’t promise a call back with more information, or invite the caller to the dealership instead of answering the question over the phone.  

#5 - Appointment Not Set

The final fail point is when an appointment is not set, averaging at 16% of calls. This is someone who called, the call was answered, they were properly transferred, there was an agent there available to take the call, and that agent was able and willing to answer all of the caller’s questions...yet the agent did not set an appointment.

The good news is that it is only 16% of the problem, most calls that get down this far actually do set an appointment. This part of a call uses your soft skills. Setting an appointment is the phone skills training portion we all want to improve on, but the interesting point is that with all of the  focus we have and money we spend on phone training, we see that the soft skills that we train to are only 1/6th of the problem, an important 1/6th, but only 1/6th.

Understanding the most common pitfalls during a call can help you and your team train appropriately. Make sure your dealership avoids these fail points to lock in your position as your callers’ #1 choice.

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!

Source: https://www.callrevu.com/blog/callrevu-fix-the-phones-call-data-know-where-calls-fail

Publish Date: March 21, 2017 5:00 AM


2021 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
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.

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



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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