The benefits of call logging and call recording for car dealerships
Every day, a busy car dealership will make and receive a large number of telephone calls. The way incoming phone calls are answered and dealt with are essential to providing good customer service and increasing customer satisfaction.
Calls need to be answered quickly, effectively and directed to the correct department first time and often a record of what is said over the phone needs to be kept on file. This is especially so in the case of a car dealership that offers customers financial products.
Call recording for car dealerships is also a powerful training aid. Managers can identify training needs and improve performance by listening to how their staff handle calls. In an industry where customer service is key, it is important for each car dealership to retain customers and impress new contacts by dealing with their calls in the right way. On the other hand, recording a call can help to eliminate miscommunications that can confuse or upset customers or help protect employees from abusive customers. Needless to say, call recording systems need to be PCI compliant when customers give their card details over the phone.
Call logging provides a means of reducing call costs by analysing call records. A business can see who has answered each call, how long it takes them to answer the call and how long they spend on the phone. This helps business owners to have confidence that their staff are handling calls quickly and efficiently, as well as highlighting staffing level requirements across the day. Often the call log is shown on an intelligent wallboard display, constantly monitoring staff effectiveness.
Using a call recording and logging can help car dealerships to drive sales, improve staff performance, win and retain customers, deter fraudsters, and quickly settle customer disputes.