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

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

Nov 26, 2022 785 likes •1.51k views

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

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#DSES

Mobile as the New Personal Assistant

How It Has Changed Phone Call Handling

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#DSES

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#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

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#DSES

Customer Behavior is Changing

Time

Transparency Technology

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2017 2007

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

Customer Behavior is Changing

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Phone Skills

Importance

CRITICAL IMPORTANT
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The Base of Communication

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The Base of Communication

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

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<

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What if we focused solely on

  • ur Customer’s

Experience?

<3

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TRUST

The Base of Communication

<3

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OF CHARACTER AND COMPETENCE

TRUST IS

THE INTERSECTION

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#DSES

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

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Before the Call

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

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Before the Call

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

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Communication & Call Management

Missed her call, he was on hold for 2 minutes and hung up

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Communication & Call Management

Poor transfer experiences: left on hold too long, sent straight to voicemail

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Communication & Call Management

Agent was unavailable, left voicemail

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Communication & Call Man

20 opportunities. 12 connections (60%)

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Phone Skills

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

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Follow-up Outbound Calling

5 appointments set, 2 “No showed”

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The Caller’s Journey

20 opportunities. 3 SHOWS (15%)

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The Caller’s Journey

We can

FIX THE PHONES

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The Caller’s Journey

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#DSES

Self Assessment

Process and Skills Improvement
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Before the Call

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The Caller’s Journey

Before the Call

1

Testmysite. thinkwithgoogle.com

1

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1

Are hours of operation posted correctly across major directories?/

1

Before the Call

Before the Call

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Before the Call

Before the Call

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

1 2 2 1

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#DSES

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

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#DSES

00:01 00:02 00:03 00:04 00:05 00:06 00:07 00:08 00:09 00:10 00:11 00:12 00:13 00:14 00:15 00:16 00:17 00:18 00:19 00:20

Calling Experience

00:05Caller Hears 1st Ring 00:07Phone Tree (IVR) Average Answer Time 00:17Operator Average Answer Time 00:20Caller Hears 4th Ring

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#DSES

Homework

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Communication & Call Management

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1

Single, Brief Disclaimer? Time to Answer Quick? Answered by Live and Can Help?

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Before the Call

Communication & Call Management

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Number of calls that were missed and % of valid callers Number of calls that connected

Calling Experience

Communication & Call Management

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Number of calls where caller discussed price/availability of a vehicle Number of calls where caller asked for service Number of CSI Calls of concern All other calls

Calling Experience

Communication & Call Management

1 2 3 4 1 2 3 4

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Number of callers who have never called your dealership – potential new customers Number of sales opportunities lost due to poor call management processes Number of sales calls that connected with a Sales Agent

Calling Experience

Communication & Call Management

1 2 3 1 2 3

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Number of callers who have never called your dealership – potential new customers Number of service opportunities lost due to poor call management processes Number of sales calls that connected with a Fixed Ops Agent

Calling Experience

Communication & Call Management

1 2 3 1 2 3

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#DSES

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

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Phone Skills

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73%

Did you know?

  • f customers say that friendly

customers service representatives can make them fall in <3 with a brand!

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You have to start with the customer experience and work backwards to the technology.

“

—Steve Jobs

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SLIDE 49 Calls Appts Shows Buy

What Dealers Want Today, most dealers are focused

  • n the processes that Sales

Agents need to set more appointments.

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SLIDE 50 Calls Appts Shows Buy APPRECIATION CONNECTED EFFICIENT TRUSTING PROACTIVE ENGAGING RESPONSIVE HELPFUL CONSISTENT KNOWLEDGEABLE

Top attributes customers look for when working with an agent:

What Customers Want

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Who is Answering YOUR Phones?

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Phone Skills

Earn the Right to Ask and Receive Contact Information. Ask Questions to Build Rapport

1 1 2 2

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Phone Skills

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

1 1 2 2 1 2

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Phone Skills

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

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57%

Did you know?

If the caller’s questions are answered completely and transparently, the CALLER asks for the appointment 57%

  • f the time!

“I’d like to schedule that appointment.”

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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

Experience Mapping Engineer Your Top Performers

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Phone Skills – Take a Deeper Dive

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Follow Up / Outbound Calling

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Follow Up / Outbound Calling

We will

FIX THE PHONES

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Follow Up / Outbound Calling

What if We Called Them All Back?

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Follow Up / Outbound Calling

Every Inbound Call

Deserves

An Outbound Call

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Follow Up / Outbound Calling

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

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After the Call

Follow Up

[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
  • n 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.
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After the Call

Follow Up Calls

Voice Mail .1 min Call 3 Call 1 Voice Mail .2 min Call 2 Voice Mail .1 min Call 4 Buyer Reached 2.4 min Call 5 Voice Mail .2 min Call 6 No Answer .3 min Call 7 Voice Mail .2 min Call 8 Voice Mail .2 min Call 9 Voice Mail .1 min Call 10 Buyer Reached 3.1 min

Text Enable Your Land Lines to DOUBLE Your Connection Rate

I already bought a car Who is this?
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SLIDE 68 FREE Instructor Led Webinars | FREE Phone Skills Training | FREE Agent Portal | FREE Best Practices FixThePhones.com

Resources: FixthePhones.com

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SLIDE 69 FREE Instructor Led Webinars | FREE Phone Skills Training | FREE Agent Portal | FREE Best Practices FixThePhones.com

Resources: FixthePhones.com

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SLIDE 70 FREE Instructor Led Webinars | FREE Phone Skills Training | FREE Agent Portal | FREE Best Practices FixThePhones.com

Resources: FixthePhones.com

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#DSES