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Five Tips to Weather the Perfect Storm
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Inbound Call Handling — Service
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Everyone knows the service department is the heart of net profits for a dealership and the lifeblood of its profitability. Developing a strategic and customer-centric process for handling service calls is a great way of getting back to the basics. Here are some key processes that your store can implement today to increase service appointments and market share.
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A recent sampling (June, 2015) of 120 dealerships using the ELEAD Contact Center to handle service calls during a 30-day period showed over 70 percent of inbound calls result in an appointment when calls were answered and handled properly.
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• Create a service dedicated inbound call team
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or outsource to a specialized provider.
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• Make sure the inbound call team has access to
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the Service CRM and online appointment scheduling tools.
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• If an auto attendant is used, make sure to include
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an option to schedule a service appointment.
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• Use a call tracking ability that is tied to the CRM or DMS.
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• Provide the Inbound Call Team with specific word tracks and scripting.
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The most important element for any store is to answer all incoming calls and be attentive. Success is comprised of flexibility, measurability and the ability to fine-tune results over time.
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Bill Wittenmyer
Partner, ELEAD1ONE
M: (229) 630-4846
D: (229) 469-9898
billw@eleadcrm.com
Linkedin
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