By Sidni Williams, marketing specialist for Call Box
Unconnected calls can be a silent killer to your dealership. Simply answering the phone does not guarantee a call is connected either. If a customer calls in and reaches a receptionist who can’t answer their question or direct them to someone who can help, the caller was left stranded and unconnected. Sales slip through the cracks when these unconnected calls go unnoticed, and customers are left frustrated.
The first step to overcoming this challenge is to identify the reasons behind unconnected calls at your dealership. Listen to your inbound calls and find patterns among these conversations. To help kick-start your dealership’s plan to combat unconnected calls, we have listed some of the leading causes and effective solutions to implement for your team’s success.
Reason #1: Hung Up While on Hold
We’ve all called a business and been placed on an extended hold. The frustration you felt is what customers feel when your dealership does the same thing. One of the leading causes of long holds is when agents blindly transfer callers to staff who aren’t available to pick up the phone. Callers are left stranded and frustrated despite having their call initially answered. That is why it is important to ensure callers are getting connected with staff who can address their concerns. An easy fix to long hold times is to implement “warm transfers” with your staff. Your agents must foster open communication with callers and let them know they will be transferred to the right person to help them. If that specific person doesn’t answer after three rings, take the caller off hold and see how you can help.
Reason #2: Left a Message with a Person
When a customer calls and asks for a specific staff member, it is important to develop a “How Can I Help You” mentality if that person is unavailable. Leaving a message with a receptionist may seem like a good solution, but an even better one is to find alternatives to address that customer’s needs. For example, if a specific person is not available, the receptionist can say, “I’m sorry they’re not available at the moment, but I can direct you to our sales manager who would have all the answers to your questions.”
Chances are high that by the time the originally requested individual has received the message and tries following up, the customer may either miss their call back or have already sought out a competitor’s help. Therefore, implementing a “How Can I Help You” mentality among staff will ensure customers’ needs are taken care of with each call and potential leads don’t slip through the cracks.
Reason #3: Left a Voicemail Message
Customers shouldn’t be sent to voicemail unless they specifically request to leave a voicemail message. Offering alternatives to being sent to voicemail is important. First, your receptionist should still try to implement a “How Can I Help You” mentality and ask if the caller would like to be escalated to a manager or leave a live message instead. Often times, customers feel that connecting with higher-level positions will guarantee they’re getting the help they need.
If the customer still insists they’d like to be sent to voicemail, the best action your receptionist can take is to ensure the requested agent follows up within the same day. The customer will at least know to expect a call back and be more likely to answer the returned call.
Reason #4: Declined to Leave a Live Message
When customers decline to leave a message, this typically means they’re frustrated and want to be done with the call. Although this is not an ideal situation, it is also not impossible to save. A great way to counteract this is to help your team develop an effective word track that lets customers know if they leave a message, the agent will not only email the specific person they’re trying to reach, but also text them as well. For example, a proven word track would be, “I am happy to take a message for Larry and I will email and text him so he can follow up with you as soon as possible.” Callers must feel as though staff are on their side and want to help. Detailing the multiple steps that will be taken to ensure a follow-up call happens demonstrates the importance of the customer to the dealership.
As we all know, unconnected calls can be a leading cause of missed opportunities and a loss of sales. Being able to identify the reasons behind your unconnected calls leads your team to understand what key strategies need to be implemented to avoid these issues.
To learn more about how Car Wars can increase efficiencies and identify pursuable opportunities within your dealership, visit www.carwars.com or call 833-724-1538.
