Driving Contact Centre Performance™


Driving Contact Centre Performance™

This course is available as part of our Telephone Sales Training and Telephone Service Training package.

With many dealer groups now operating their own contact centres or customer service units, your customer’s first point of contact is with a call centre advisor. Call centre or customer service employees are usually extremely personable people with a natural flair for conversation, creating a friendly and approachable perception of your business. However, they do not necessarily have extensive automotive retail experience.

Our Driving Contact Centre Performance™ training has been devised to deliver a combination of techniques to further enhance telephone skills set squarely in the context of the automotive retail sales or service department, with a clear objective of making a service booking or a sales appointment.

We also provide delegates with insights into today’s consumer, especially when it comes to the car buying journey, and how to maintain the delicate balance between managing the call successfully and making the consumer feel they are not being ‘sold to’.

Our service-tailored course enables contact centre employees to talk about the aftersales department with confidence, convey the importance of regular vehicle servicing and provide ways of achieving more service bookings.

Telephone Success™ reports

Outcomes you can expect:

  • Higher conversion rate from calls to appointment bookings
  • Faster results from more professionally handled enquiries
  • Improved customer outcomes
  • Improved customer experiences
  • More alert to sales opportunities and more able to sell
  • Improve show up rates
  • Improve customer satisfaction
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Telephone Success™ reports