Hosted Phone System Training is Key
Hosted telephone systems can benefit dealerships in a multitude of departments, from service to sales. But in order to maximize the potential benefits, dealership leaders must invest in proper training and understanding of the advantages a hosted phone system can offer. For example, once a sales team is trained on how to interpret, understand, and implement call analytics (more on that soon), a more seamless and successful experience for all is likely to ensue.
Further, hosted phone systems can help ensure seamless multi- and omnichannel operations, to ensure consumers can have equivalent experiential touchpoints online, on the phone, and in person. Many also offer highly intelligent call data analytics systems that provide incredibly valuable information to the human sales representatives. This allows them to increase the personalization and effectiveness of each and every interaction.
These call data analytics, specifically, can prove incredibly important. They can help sales teams predict consumer and potential customer behaviors based on identifying facts and situations. This leads to more successful interactions across all platforms. Proper data analytics training can also help ensure that experiences will be more equal and similar over time, even when involving various departments and agents, encouraging a consistency-based brand trust.
Telephony Training is For Every Department
Further, even for departments that have far less of an obvious emphasis on phone- and customer-facing-based interactions, proper telephony training and interactions rooted in smart telephony solutions is key. Case in point: The service departments within dealerships with which customers interact regularly after a sale is complete.
One CBTNews article explains that in order to maximize the ever-growing need for “service drive,” or the proactive harnessing of in-dealership service offerings, proper communications training and tools are most certainly necessary. “To maximize every customer interaction, creating a cohesive environment between service and sales departments is crucial. Cross-departmental training helps ensure sales and service teams’ efforts are working together, helping improve overall performance and creating a seamless customer journey that can lead to increased sales opportunities.“
As one CDKGlobal article continues, customers seek convenience and ease both online and over the phone within service departments, making external-facing inbound- and outbound communications efforts equally important to the long-term satisfaction within a customer relationship.
And it’s not just the theoretical idea of future sales that drives this benefit, but practical, current benefits, too. “By equipping their sales and service teams with the skills needed to capitalize on the rapport built through regular service interactions, dealers can turn these connections into profitable sales conversations while simultaneously nurturing customer relationships,” CBTNews continues.
Understanding Telephony Data is Understanding the Customer
Having hosted telephone systems that can harness call data analytics to help train these service staffers, therefore, are key to a dealership’s ongoing customer relationships that increase a given customer’s lifestyle value for the dealership, the article continues. “Dealers need to train their sales and service teams on how to leverage a combination of first and third-party data from their CRM, DMS and any other tools/platforms to identify and pre-qualify service-to-sales prospects. Knowing in advance which customers are likely to be receptive based on these insights, service advisors can take a targeted and personalized approach to sales conversations, subtly introducing the idea of purchasing new vehicles with messaging that aligns with a customer’s known preferences and service history.”
Hosted phone systems not only offer ease of technology and off-site hardware hosting, but also a wealth of opportunity when it comes to understanding and servicing—no pun intended—future and existing clients.
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