- Jun 27, 2016
- 3
- 1
- First Name
- Bridgette
Having your phone process deliver a great customer experience requires planning and commitment. Generating great results requires many things to work well and work well together.
Marketing needs to generate high quality leads, BDC’s have to convert opportunities into appointments, sales agents must turn appointments into deals, and managers have to know where and when to invest their energy to maximize performance in all 3 areas. Measuring every aspect of those efforts provides the data necessary to police the intersection where auto dealer marketing dollars and training dollars meet.
Speak the consumer’s language.
Your processes and tools should not only involve the steps of a call, but how a customer wants to be treated. We live in an information era, a day where transparency and technology fuels the processes of how we communicate with our customers today.
Employees are your toughest customers and your greatest asset.
The other half of the equation is all about your people. Rally employees around your service vision and empower those who are dedicated to the phones. Hire people who embrace the phones; train, develop, and measure their performance. You're likely to find that once your phone process migrates away from evasiveness and control, and more towards servitude with the right people in the right spot, your customers will be able to tell the difference as much as you do.
Adopting a data-driven call management strategy that ensures you’re maximizing your marketing spend and upskilling your staff’s phone performance produces huge results.
Author: Holly Markel
CallReview's Vice President of Marketing, Over 12 Years of Customer Service Experience
Marketing needs to generate high quality leads, BDC’s have to convert opportunities into appointments, sales agents must turn appointments into deals, and managers have to know where and when to invest their energy to maximize performance in all 3 areas. Measuring every aspect of those efforts provides the data necessary to police the intersection where auto dealer marketing dollars and training dollars meet.
Speak the consumer’s language.
Your processes and tools should not only involve the steps of a call, but how a customer wants to be treated. We live in an information era, a day where transparency and technology fuels the processes of how we communicate with our customers today.
- Exclude yourself from any consideration now and forever if you fail to deliver the transparency the consumer is dying for
- Technology enables transparency by allowing companies to tailor their approach to each prospect
Employees are your toughest customers and your greatest asset.
The other half of the equation is all about your people. Rally employees around your service vision and empower those who are dedicated to the phones. Hire people who embrace the phones; train, develop, and measure their performance. You're likely to find that once your phone process migrates away from evasiveness and control, and more towards servitude with the right people in the right spot, your customers will be able to tell the difference as much as you do.
Adopting a data-driven call management strategy that ensures you’re maximizing your marketing spend and upskilling your staff’s phone performance produces huge results.
Author: Holly Markel
CallReview's Vice President of Marketing, Over 12 Years of Customer Service Experience
