case study:

objective

Monitor the effectiveness of calls received by dealers from national campaigns

could your pipeline be building better?

solution

Inbound call recording and critiquing activated

Recorded calls were analysed by dealers, area managers and partners, to gain qualitative feedback

The critiquing of calls was enabled through an audit module which was appended to each of the recorded calls on astutetrackr. Scores generated were translated into real-time reports

outcome

Head Office were able to see how well each retailer was handling calls, by reviewing their scores by dealership

Business Managers and dealers themselves were also given access to the data, so they could see how well they were doing

Ownership of improving the customer journey as a goal was spread across the network by providing access to call recordings at various levels

Top level view shows number of audited calls by dealer, along with their average score
Dealer level view gives access to call recordings, as well as the call critiquing functionality
Recorded calls can be listened to by simply pressing the play button
Critiquing form / audit module can be customised
Calls can be flagged for audit/ any other criteria
learnings

Call recording and critiquing can provide valuable insights around the customer journey and call handling performance.

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