Fixed Ops Magazine 2022 Vol 19-1 - 61

Center Services Product Manager. " Truth is, most consumers
would rather avoid car repairs, a trip to the dealership
and a dangerous recall. They want to speak with
a live person, not a bot, who can immediately make decisions.
Every dealership in the nation is fielding similar
calls and facing similar consumer resistance, albeit
in much smaller numbers. We're continually evaluating
processes and analyzing conversations to see if we can
improve the consumer experience, and we noticed an
uptick when we allowed our agents to be more human.
This is what led to the creation of the WINS program. "
WHAT IS THE " WINS " PROGRAM?
WINS is a program introduced by the Call Center Services
team to systematically catalog successful conversations
agents have with consumers. A " WIN " is any
conversation that demonstrates the ability to properly
service consumers, defining success in both conventional
and unconventional ways.
For example, tracking effectiveness in the BDC typically
hinges on scheduled appointments. The call data being
extracted here tells a bigger story about the customer
experience. Consumers are also paying attention to
how they are being treated, something that goes beyond
appointment-setting. This requires looking a layer
deeper where BDC leaders can analyze consumer interactions
to find and create wins that could lead to future
transactions.
* Did the BDC agent overcome an objection or turn a
negative perception into a positive one?
* Were any special needs or services addressed?
* Did leadership reward a BDC agent for rescuing an
opportunity that was headed in the wrong direction?
It is not always about meeting consumer expectations,
but rather about surpassing them.
Customer service
authority Tom Peters coined phrases like " uncommon
courtesy " and " the search for excellence " to champion a
JANUARY FEBRUARY 2022 || FIXED OPS MAGAZINE
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Fixed Ops Magazine 2022 Vol 19-1

Table of Contents for the Digital Edition of Fixed Ops Magazine 2022 Vol 19-1

Fixed Ops Magazine 2022 Vol 19-1 - 1
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