Fixed Ops Magazine 2022 Vol 19-6 - 22

Treating these customer engagements as a proper marketing
qualified lead (MQL) will help you measure your
marketing return on investment and can provide direction
as to where you maximize the most gain.
HELLO, CAN YOU HEAR ME NOW?
How you handle your calls is not just about making sure
the calls are being forwarded to the right department.
It is also useful to know if the calls are being returned in
a timely manner. By using DNI, you can determine what
drove the calls to your website and ultimately what inspired
them to call you. It's also about making sure your
team is equipped with the skills, guides, frameworks and
processes to delight your service department's customers
when the phone is ringing nonstop.
COMMUNICATION INTELLIGENCE
PLATFORM CONSIDERATIONS
When choosing a CI platform, select a solution that not
only addresses your call management needs, but also
offers features that provide coaching and mentoring
modules that support your employee development.
With AI technology, CI systems are a great employee
development resource that can measure how effective
your employees are on the phone. Let's face it, not everyone
is great on the phone. In fact, many get flustered
easily just by picking it up and saying, " Hello " . Or you
may have new employees who aren't familiar with your
phone processes. On the flip side you might have exceptional
staff members who are great at asking the right
questions, schedule 9 out of 10 appointments, or even
get customer recognition for how helpful they are.
22
Having access to call recordings and transcriptions,
along with best practice video training can be highly
effective at making sure every call is handled with the
level of care and professionalism you expect.
In many cases, you get one shot at capturing a customer's
business. Don't let poor phone skills or lack of training
be the reason they take their business elsewhere.
Always remember, your customers have options. They
are highly knowledgeable about what they want, the
pricing and related inventory. Gone are the days when
information wasn't easily available. The digital age has
long changed that. Make sure you have no loose ends,
which includes how you manage your customer calls.
Anthony Giagnacovo
leads the overall growth
strategy, sales, innovation
and execution;
putting CallRevu's customers
at the center of
everything we do. Anthony
is a global software
executive with over
25 years' experience
launching, growing and accelerating software organizations
with data, analytics and customer experience at
their core. Throughout his career, Anthony has sold to,
served, or led organizations around the globe focused
on the automotive ecosystem for Solera, Adobe, Lexmark,
Peoplesoft and IBM. Anthony is a multi-lingual
Canadian native and a graduate of McGill University and
a MBA from the University of Liverpool, UK.
Fixed Ops Magazine 2022 Vol 19-6

Table of Contents for the Digital Edition of Fixed Ops Magazine 2022 Vol 19-6
