CallSource Insights

NOVEMBER 3, 2019

CallSource data finds that 95% of dealership calls are getting answered—either by an IVR or a real person. Just because your IVR is picking up the call, doesn’t mean you are delivering a great customer experience. Get our free Automotive Phone Tips sheet to keep at your desk! This is great news….

Sales 40

Sales Automotive Interactive Voice Response Coaching 40

Connecting the Dots

APRIL 21, 2017

Number 4: “Can I get your account information again?” – How many times have we heard that and just wanted to take the phone and throw it through the wall because you just spent 10 minutes entering in all of the information that they’re going to ask for again? You could take automotive for instance, quality there is really, really improved.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

Callminer

JULY 23, 2019

What the definition fails to account for, however, is the two-way nature of the transmission. When you observe calls, write down notes about each agent’s attitude and adherence to your company’s call scripts. When you meet with an employee to discuss performance issues, pay attention to the tone of your voice. .

Best practices 140

Best practices Feedback Call Center Coaching 140