When you want to improve the quality of your phone calls, it can be challenging to know where to start. Even if you have standardized procedures and phone scripts, every phone agent operates a little differently. To improve outcomes, you need to know how to use quality assurance training and what some of the outcomes you should be looking for are.

What is Quality Assurance…

Many dealerships have started using a Business Development Center or BDC to bring in new business and to increase the effectiveness of the appointments that their sales agents have. If you have never used a BDC before, you may not see why it is important or if you have worked with an ineffective one, it might be frustrating to think about dealing with that. Luckily there are some things you can do with…

We can do many things to stand out against the competition. Quality phone skills, streamlined processes, and even an up-to-date website. Yet many of us struggle to achieve any of the above tasks. Have we ever stepped back and asked ourselves why we cannot accomplish any (or all) of the above? Sure, there's the age-old excuse of "not enough time in the day" or "we don't need that to…

One of the most important things that you need to focus on with your phone agents is making sure that they are performing up to expectations and that their phone conversations are effective. Effective calls lead to more sales, which means greater success for your dealership. One of the best ways to evaluate the success rate of these phone calls is by using call scoring. 

What is Call…