Fixed Ops Magazine - 2022 Vol19 02 - 44

Once again returning to our example, phasing in a
DVA to handle inbound calls may inspire fear in BDC
employees and service staff if they think the technology
will eliminate their jobs. You must reassure them
that is not the objective. Instead, talk about reallocating
them to focus on outbound, revenue-producing
calls. Think about your lists that go unmonetized
because your employees are busy making simple
oil-change appointments. When you flip the easy
inbound calls to a DVA, employees can truly mine
those databases, increase retention rates, and earn
more in bonus compensation.
3 - WHAT'S IN IT FOR ME?
Assume every employee is asking this question when
you introduce new technology. Your staff needs to
know how it will help them, your service department,
and your customers. Your answer should outline the
benefits and explain how the technology will solve a
problem and/or satisfy a need. It is wise to focus on
benefits over features. Transform features into advantages
by illustrating the value and results each
user will gain.
In our example, implementing a DVA means your
BDC and service employees will have more time to
focus on outbound call campaigns and belly-to-belly
customers. If retention is truly important and service
is a feeder to sales, then more employees can
engage with customers over the phone and in the
lane producing greater retention and a greater sales
funnel. This shows how technology solves a problem
and satisfies a need.
At the department level, the DVA example can result
in eliminating hold times for customers. This leads to
a better overall customer experience, greater customer
retention, and likely higher CSI scores. This is
a great illustration of " What's in it for me " .
At the customer level, implementing a DVA results in
the knowledge that 100 percent of calls will be answered.
It is estimated that up to 30 percent of calls
into service departments ring unanswered. It is said
that those customers do not call back. They move
on to the next shop. A DVA ensures every customer
on the phone gets an efficient, personalized experi44

Fixed Ops Magazine - 2022 Vol19 02

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