go from zero to hero with simple processes and metrics

Go from Zero to Hero with Simple

Phone Processes and Metrics

Mike Haeg

Century Interactive

Moderator

Becky Ross

Marketing Manager

Office: (303) 228-8753

bross@kpaonline.com

Presenter

Mike Haeg

Director of Automotive

Business Development

mike@centuryinteractive.com

214-613-1170

1. Are inbound calls reaching someone who can help?

2. Appointment Requests

3. Promised Follow Ups

4. Outbound Connection Rates

1. Are inbound calls reaching someone who can help?

2. Appointment Requests

3. Promised Follow Ups

4. Outbound Connection Rates

“Is there something that I can help you with?”

1. Are inbound calls reaching someone who can help?

2. Appointment Requests

3. Promised Follow Ups

4. Outbound Connection Rates

88%

1. Are inbound calls reaching someone who can help?

2. Appointment Requests

3. Promised Follow Ups

4. Outbound Connection Rates

1. When we say we will

2. When we set a “Soft” appointment

3. When we have an upcoming “Hard” appointment

1. Are inbound calls reaching someone who can help?

2. Appointment Requests

3. Promised Follow Ups

4. Outbound Connection Rates

100 20 10 5

200 40 20 10

14%

200 50 25 13 7

Live Conversations! The metric that matters!

1. Work smarter – Not harder

2. Use a tracking line for caller ID

1. Are inbound calls reaching someone who can help?

2. Appointment Requests

3. Promised Follow Ups

4. Outbound Connection Rates

Mike Haeg Century Interactive Director of Automotive Business Development mike@centuryinteractive 214-613-1170

Federal law allows the recording of a telephone call with the consent of at least one party to the call. This means that if an individual places, receives, or joins a call, that individual may record the call without giving any warning or notice and may later make use of the recording. 12 states require the consent of all parties to record a telephone conversation - these are referred to as "Two-party consent states". California Massachusetts Connecticut Michigan Delaware Montana Florida New Hampshire Illinois Pennsylvania Maryland Washington To satisfy notification requirements, it is common for companies to include a short disclaimer at the beginning of a phone conversation. When calling customer service centers, you'll frequently hear a recorded announcement that says something to the effect of "This call may be monitored for quality assurance purposes."