Go from Zero to Hero with Simple
Phone Processes and Metrics
Mike Haeg
Century Interactive
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."
