Call Management Updates:
With this release, we will be introducing new and updated call scoring categories to provide more balanced reporting of key information relative to call performance. Most notable, Request Appointment has been given its own category because it is vital to successful call performance. When agents simply request an appointment, 58% of the time they will succeed in booking the appointment!
Here are the new/updated categories:
- Acquire First Name
- Acquire Full Name
- Acquire Primary #
- Acquire Email
Sales Skills (Sales Calls)
- Promotion Mention
- Qualifying Questions
- Check Availability
- Same Day Sales Appt (Sales Only)
Sales Skills (Service Calls)
- Vehicle Verification
- Check for Recalls
- Promotion Mention
- Appointment Requested
- Schedule Appointment
- Set Solid Appointment
The Call Log and Phone Skills reports will reflect these changes beginning with the October 2018 timeframe. All the calls since October 1st will be reprocessed with the new call scoring indicators. All calls prior to October 1st will remain scored using the previous indicators. As a result, you will not be able to pull these reports for dates including both September and October.
With this update, you should expect to see significant improvements in the following areas:
- Appointment Setting
- Requested Appointments
- Same Day Appointments
- Failed Calls.
Call Log -Updates
Call Type Assignments and Appointment Setting
A new feature has been added to the Call Log to permit managers the ability to report errors with Call Assignment and Appointment Setting. If a call is not assigned to the correct department and/or the appointment booked scoring is incorrect, a manager can report the correct information by clicking on a link labeled: Report Correction for Machine Learning. This link opens a pop-up box that allows the selection of correct Call Type, Appt Booked, Appt Not Booked and Optional Comments. Corrected information is then reported back for machine learning. Using this feature assists with machine learning and helps to improve call scoring accuracy. It does not change the status of the call once it has been scored.
New Call Type - Body Shop
We have added a new call type for Body Shop calls. This new call type has been added to the Call Log filters and all other reports with Call Type filtering.
Call Log Recordings
The mp4 recordings attached to each call in the Call Log will be available for up to 12 months. After 12 months, the mp4 recordings will be deleted from the call record.
Missed Opportunity Alerts
The Missed Opportunity Report has been updated to permit managers the ability to change the Agent Assignment for calls when actioning alerts within the report.
Appointment Text Confirmation Reminders - US Customers Only
Appointment Text Confirmation Reminders have been updated with shortcodes to better assist customers with responses to this type of text message. This update includes the following features:
- Press 1 to Confirm
- Link to Dealership Phone Number
- Stop to Unsubscribe
Customers can now confirm their appointments from the text. The message will now say "Press 1 to Confirm". This will then communicate back to BDC Central that the customer has confirmed their appointment. Appointments confirmed by the customer through Appointment Text Confirmations can be viewed in the Opportunity Management Log and on the Concierge Display Board. Confirmed appointments will be indicated by a green colored callout icon next to the phone number in the Opportunity Management Log and next to the appointment time on the display board.
Should the customer reply "Help" or even "who is this", they will receive an automated response explaining the purpose for the text.
Tracking Line call timeouts extended to decrease interruptions to call tracking.
Receptionist Log - Updates/Fixes
- Graphics updated to match Call Type filter selections.
- Pagination fixes
- Column sorting restored
- Export feature fixed
- Users sorted A-Z in Handled By and Transferred To filters
Existing Callback Tracking line fixes.
Request A Feature - restored