Automotive Dealerships have been amongst the companies that had to book the highest losses due to the worldwide economical crisis and it's aftermath. Since then they have managed to make a huge comeback especially during 2011; both manufacturers and dealers are expanding their businesses at a large pace and business' are recovering to pre-crisis states. The surviving dealer body has become nimble and able to respond to all new marketing demands.Among those are the increased demands of the buyer to "deal from a distance" until they feel safe. The Telephone and the Internet combine to provide that distance.

Fast, effective, and transparent communication with potential customers is required to prevent losing market share to those that have recognized this wave. Dealers are turning back to try again what once failed for many... The Call Center

In the past, these were called different names and had much different design than what is demanded now. The most common of which was the BDC with rotating sales team members spending shifts on the phone...for the most part a huge failure who's nick name became "Business Detention Center". 

The movement now is to staff the Call Center with non-sales experienced specialists, with very targeted training focused on skillfully  providing fast, accurate information, with the singular goal of setting an appointment.

Communicating with potential buyers, or regular customers, properly is of key importance.  All channels of communication (email, fax, text, Tweets, Facebook comments, etc.) must receive attention, but the telephone is still the most important form of communication. When the phone rings, it is an immediate contact with a potential sales or service opportunity, and when answered immediately and effectively has demonstrated it will drive a better customer experience, more appointments and more sales.. A good impression is a must during every phone call, to prevent both new and retained customer abandonment. The incorporation of Call Center services has shown it can not only properly triage phone calls, but allow more efficient distribution of labor, and increase appointment set and show rates. 

Statistics show that that when a high performing Call Center team answers the phone, some magic happens:

Callers hanging up on hold and going to Voice Mail is reduced by 26%
Connected Sales Calls setting appointments go from 29% to 55% 
Service Appointment Rates go from 45% on the inbound calls to 65%
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Statistics also indicate that the out bound follow up of  "UN-Appointed Sales Calls" is doubled--from 20% to 40% in a Call Center environment... an increase from 43 total appointments set, to 73 !! Dramatic  performance enhancement that is measured where it should be---the Financial Statement.

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Comment by George W. Nunes on March 1, 2012 at 4:32pm

Stan...I value your opinion and thank you for responce, however with any Live call center campaign there is only so much we can do. We can only send the leads to you the rest is up to the dealership to do what they do best...which is sell cars. Although, we do have Inbound and follow calls we can do as well along with many suite of products we can provide to make it a great success. I have dealers that do month to month campaigns that continue to receive a 10:1 or better Return on Investment. I was in the car business for over 13 years and used elead as well. Hands down...Elead Gold Digger/CRM/Live Call center is the best thing for any dealer who wants to keep their "Best Prospects"...which is from their own database coming back in the door. I pride myself in keeping in touch with my dealers to make sure we have succussful campaigns. That is why our call center has done over 1.5 Million live calls a month and Ford Direct and Chrysler does anywhere from 20K-100K calls a month with us. Stan please give me a call...maybe there were some processes that were not put in place to better fit your needs. With the proper Searches and your valued feedback we can make this program even better.

Thanks,

George

Elead CRM

229.444.6461

Comment by Stan Sher on March 1, 2012 at 11:46am

Chip, as always a great read.

Comment by Stan Sher on March 1, 2012 at 11:46am

George, I love eLead and think it is a nice program and I have used it time and time again.  But the reality of the GoldDigger program is that when we call those customers to confirm what eLead has setup for us it is smoke 80% of the time.  I am not saying it does not work because it does but only 20% of the time.

Comment by George W. Nunes on February 28, 2012 at 2:46pm

eLead CRM GoldDigger Data Mining & Call Center will DRIVE HOT LEADS to your store. Reports available 2 measure your success! 229-444-6461 Ask for George .... :O)

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