Mobile as the New Personal Assistant How It Has Changed Phone Call - PowerPoint PPT Presentation

Mobile as the New Personal Assistant How It Has Changed Phone Call Handling #DSES

#DSES

Customer Behavior is Changing • Control / Convenience 24/7 access to information • Options / Informed & Aware Can consider more options in a shorter amount of time • High Expectations Extraordinary is the new ordinary #DSES

Customer Behavior is Changing Time Transparency Technology #DSES

2017 2007

Customer Behavior is Changing By 2020 , customers will manage 85% of their relationship with the enterprise without interacting with a human .

Phone Skills Importance CRITICAL IMPORTANT

The Base of Communication

The Base of Communication

Are we focused on the processes and Agent skill set needed to set more appointments?

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What if we focused solely on our Customer’s Experience? <3

The Base of TRUST Communication <3

TRUST IS THE INTERSECTION OF CHARACTER AND COMPETENCE

#DSES

More Customers Call Dealers than Submitting Web leads or Walking in Combined

Before the Call Google hours say your closed, he doesn’t bother calling for a 7:30am service appt

Before the Call Submitted a web lead, long lag time to connect, engaged another dealership

Communication & Call Management Missed her call, he was on hold for 2 minutes and hung up

Communication & Call Management Poor transfer experiences: left on hold too long, sent straight to voicemail

Communication & Call Management Agent was unavailable, left voicemail

Communication & Call Man 20 opportunities. 12 connections (60%)

Phone Skills Agent couldn’t or wouldn’t answer their questions. Promised a call back

Follow-up Outbound Calling 5 appointments set, 2 “No showed”

The Caller’s Journey 20 opportunities. 3 SHOWS (15%)

The Caller’s Journey We can FIX THE PHONES

The Caller’s Journey

Self Assessment Process and Skills Improvement #DSES

Before the Call

Before the Call The Caller’s Journey 1 Testmysite. 1 thinkwithgoogle.com

Before the Call Before the Call 1 Are hours of operation posted correctly 1 across major directories? /

Before the Call Before the Call 1 2 Are Capture Numbers Unique and Across 1 Major Directories? Are They Dedicated to Target Numbers? Do you Offer Chat, Service Scheduling and 2 Buying Parts? /

The "Calling Process” can’t be measured by your phone system. The only way to understand it, is to experience it. #DSES

Calling Experience 00:14 00:12 00:20 00:19 00:18 00:17 00:16 00:15 00:01 00:13 00:10 00:09 00:08 00:07 00:06 00:05 00:04 00:03 00:02 00:11 00:05Caller Hears 1 st Ring 00:07Phone Tree (IVR) Average Answer Time 00:17Operator Average Answer Time 00:20Caller Hears 4 th Ring #DSES

Homework #DSES

Communication & Call Management

Communication & Call Management Before the Call 1 2 3 1 Single, Brief Disclaimer? 2 Time to Answer Quick? 3 Answered by Live and Can Help?

Calling Experience Communication & Call Management 1 2 Number of calls that were missed and % of 1 valid callers 2 Number of calls that connected

Calling Experience Communication & Call Management 2 3 4 1 Number of calls where caller discussed 1 price/availability of a vehicle Number of calls where caller asked for 2 service 3 Number of CSI Calls of concern 4 All other calls

Calling Experience Communication & Call Management 2 3 1 Number of callers who have never called 1 your dealership – potential new customers Number of sales opportunities lost due to 2 poor call management processes Number of sales calls that connected with a 3 Sales Agent

Calling Experience Communication & Call Management 2 3 1 Number of callers who have never called 1 your dealership – potential new customers Number of service opportunities lost due to 2 poor call management processes Number of sales calls that connected with a 3 Fixed Ops Agent

What call connectivity, transfer, or voicemail issue have you found? What best practice did you implement to fix it? #DSES

Phone Skills

Did you know? 73% of customers say that friendly customers service representatives can make them fall in <3 with a brand!

“ You have to start with the customer experience and work backwards to the technology. — Steve Jobs

What Dealers Want Today, most dealers are focused on the processes that Sales Agents need to set more appointments. Calls Appts Shows Buy

What Customers Want Top attributes customers look for when working with an agent: KNOWLEDGEABLE CONSISTENT HELPFUL RESPONSIVE ENGAGING PROACTIVE TRUSTING EFFICIENT CONNECTED APPRECIATION Calls Appts Shows Buy

Who is Answering YOUR Phones?

Phone Skills 1 2 Earn the Right to Ask and Receive 1 Contact Information. Ask Questions to Build Rapport 2

Phone Skills 1 2 1 2 Putting the Customer First Drives 1 Appointments Appointment Rates Drop When We Can’t 2 Answer Caller Questions

Phone Skills 1 1 2 Measure Firm vs Soft, and be certain to 1 schedule to the customer’s preferences.

Did you know? 57% If the caller’s questions are answered completely and transparently, the “I’d like to schedule CALLER asks for the appointment 57% that appointment.” of the time!

Experience Mapping Engineer Your Top Performers BEST PRACTICES • Makes Connections: A memorable experience begins with a relationship • Demonstrates Expertise: Seeks knowledge and effectively communicates product and service information • Acts Proactively : Anticipates the needs of customers • Thinks Creativity: Looks for ways to turn ordinary into extraordinary • Offers Support: Actively looks for ways to assist internal and external customers • Shows Empathy : Approaches every situation with care and concern for the customer

Phone Skills – Take a Deeper Dive

Follow Up / Outbound Calling

Follow Up / Outbound Calling We will FIX THE PHONES

Follow Up / Outbound Calling What if We Called Them All Back?

Follow Up / Outbound Calling Every Inbound Call Deserves An Outbound Call

Follow Up / Outbound Calling Missed Call We missed you! Sorry About that! Did Not Speak with Agent Spoke with Agent, Follow-up Lets stay on it! Promised Spoke with Agent, Questions Answered, No Turnover to Manager! Next Step Spoke with Agent, Questions Answered, Set an Confirm it! Appointment

Follow Up After the Call [Acura Dealer Name] answers. Caller says she spoke to a Salesman earlier but he never called her back and adds she does not want to talk to him again. [Salesperson] answers. Caller is interested on the 2017 RDX with stock #******. Agent takes her info. Caller holds briefly. Agent says it is still available and adds it is a certified used car which has about 3k mi on it. Caller asks if she can lease it. Agent says yes but the payment on the 2018 will be all the same. Agent asks for appt. Caller asks for their hours. Hours given. Caller asks for her direct number and says she might come around 6:30 pm. Agent gives her direct number. Caller says thank you.

Follow Up Calls After the Call Call 1 Call 2 Call 3 Call 4 Call 5 Call 6 Call 7 Call 8 Call 9 Call 10 Voice Voice Voice Buyer Voice No Voice Voice Voice Buyer Mail Mail Mail Reached Mail Answer Mail Mail Mail Reached .2 min .1 min .1 min 2.4 min .2 min .3 min .2 min .2 min .1 min 3.1 min I already Who is bought a this? car Text Enable Your Land Lines to DOUBLE Your Connection Rate

Resources: FixthePhones.com FixThePhones.com FREE Instructor Led Webinars | FREE Phone Skills Training | FREE Agent Portal | FREE Best Practices

Resources: FixthePhones.com FixThePhones.com FREE Instructor Led Webinars | FREE Phone Skills Training | FREE Agent Portal | FREE Best Practices

Resources: FixthePhones.com FixThePhones.com FREE Instructor Led Webinars | FREE Phone Skills Training | FREE Agent Portal | FREE Best Practices

#DSES