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Phone Trees vs Live Answer: What’s best? - CallRevu - ContactCenterWorld.com Blog

Phone Trees vs Live Answer: What’s best?

On average, you are spending $350 on advertising per car sold. And what is that money used for? To make the phone ring! Phone calls are the biggest profit generators, and can be the biggest profit leak for any automotive dealership. If the phone call fails to impress the customer, the sale and your CSI are doomed.

Have you ever called a business and gotten stuck on the phone tree for way longer than you had hoped? Well, that is why live answer is always best, especially for first time callers. We live in the time of “now”. Everything needs to apply immediate gratification to what could be a customer, or we are moving onto the next one. Customers often don’t want to reach a phone tree to be redirected, get tired of pressing a button, and hang up. The chance of your potential customer hanging onto the limb drops dramatically.

The most common reason phone trees are implemented is to reduce the strain/need for a receptionist, automatically routing as many calls as you can. The “answered” caller’s experience decreases with phone trees, but clearly if the receptionist is missing calls, the overall customer experience increases with phone trees.

There are other ways to reduce strain on receptionists, like offering text-enabled direct inward dial lines (DIDs) for customers to call their dealership representative directly, removing the need for a phone tree or receptionist for voice and text communications.

In our experience, when “say or enter your zip code to be routed to a dealer nearest to your location for a live answer” was added to our ad association, the conversion rate doubled. This approach blended the routing capabilities of an phone tree with the benefits of having a live person answering those calls.

What is the right solution for your dealership? Ask yourself, “what would you like your callers to experience in an ideal world?” Carefully evaluate auto attendants and phone trees as these systems can become obstacles in optimal communication with your customers when experiencing system issues.

After evaluating, dial your store and experience the reality of your phone process today. Use your call monitoring data goals:

  • Abandoned call rate (<10%)
  • Time to live answer (
  • Agent reached percentage (85%+)

To learn more best practices when answering the phones, check out our free receptionist training to improve skills and process.

Photo Credit: https://talkroute.com/what-makes-the-best-phone-tree-for-business/ 

Source: https://www.callrevu.com/blog/phone-trees-vs-live-answer-whats-best

Publish Date: December 7, 2016 5:00 AM


2020 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

3.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
 



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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