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Hunter Swift

Hunter Swift Manager of Market Development

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Inbound Call Safety Net

I had to call a dealership recently about servicing my wife’s vehicle.  At 9:00 am I called the dealership’s main number and the phone rang eight times before it went to voicemail.  I called back and the same thing happened.  I needed an answer right away so I didn’t leave a message and called another dealership that was able to help me.

I understand that the receptionist may have been busy, but this got me to think:

  • How many calls does your dealership miss a day?
     
  • Does the customer end up calling other dealerships as well?
     
  • What do you have in place to insure that you don’t miss phone calls?

One way to fix this issue is to integrate an inbound Call Center.  Majority of dealerships wouldn’t want all of their inbound calls to go to a Call Center, most people think that Call Centers are for prospecting but, what about just the phone calls that don’t get answered?

If all of your calls get answered that’s great, but even if it is just one call a day or even once or twice a week, why not have a safety net or back stop in place, just in case?

If I was able to get someone on the phone to take my message and ensure me that someone would call me back, I would not have gone to another dealership.

What are your thoughts?

 

 

 


Hunter Swift is the Business Analyst at DealerSocket and specializes in Automotive/Dealership processes that help dealerships become more effective by maximizing their opportunity to improve all aspects of the sales cycle, including: driving traffic, marketing, proper sales, and demonstration techniques. He also specializes in helping dealerships increase their customer satisfaction, reduce their web-lead response times and to improve accountability. Follow Me: @HunterSwift

Bryan Armstrong
Hunter, this is one of the main reasons that I believe in the Customer Care Center philosophy. I use call source that helps me predict traffic patterns and includes call whisper so the CCR's know what type of call they are answering. At 4 rings unanswered the phones ring to MULTIPLE trunks so that someone will get it. I don't think that having a call-center as an over-flow option is a bad idea. After all if your not able to staff for your customers, the lost revenue captured would be worth the cost in my opinion. After all, what if your customer LIKES the other Dealer and decides its worth the drive and you don't care enough to answer anyway...
Jim Bell
Thanks for the insight Hunter. I think we as dealers don't want to know how many calls are missed because it is a scary thought. I have a feeling that most dealers will say that all of their calls are being answered, but you showed the reality. It is a great idea to have a safety net of some sort like what Bryan has. If the CCR can't answer the question at hand, I'm sure they can have the answer for them within minutes.
Hunter Swift
Thank you Kiley O'Brien @KiOBri for some interesting statistics on what even one missed call might cost you. "Only one call missed a day could equal 30 missed calls a month. With a conservative closing rate of even 10%, that would be a possible 36 sold deals missed each year. With an average gross of $1,700 a deal that could contribute to over $61,000 of lost revenue a year. And that with just one call!"

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