Are You Saying Your Name?

March 29, 2023

Car Wars is excited to announce enhancements made to its call association process so every phone call received at your dealership can be assigned to the proper agent. This solution complements the power of artificial intelligence assigning calls through Voice Recognition. To take advantage of this enhancement, your agents need to be saying their names on the phone!

Not only does this enhancement assist in clearing out your unassigned calls, it will also improve customer experience! The initial greeting is arguably the most essential portion of any call. If your agents answer the phone with a cold “Hello?” or “Please hold,” the customer is unlikely to feel like a priority to your team and may assume that’s the same experience they will have throughout the full sales cycle. Car Wars recommends all dealers state their name, dealership, and ask how they can help as they answer the phone. This typically looks like: “Good morning! This is Matthew with 123 Ford. How can I help you?”

This improved greeting checks a few essential boxes. The agent creates a personal connection by putting a name to the voice, they confirm the customer is calling the intended location, and they build rapport by giving the customer an opening to explain their reason for calling.

As you continue to make a proper introduction a best practice, take the following initiatives to ensure calls are simultaneously being assigned:

  • Update your name in your staff profile! If you go by Jenny and not Jennifer or Will and not William, it is important your profile shows this.
  • Enroll all phone handling staff in Voice Recognition.
  • Update your staff list as new agents join, or leave, your team.

 

Our artificial intelligence uses both the sound of the agent’s voice as well as their spoken name to accurately assign calls. If your staff does not say their name clearly at any point of the call, this lowers the rate of a call getting assigned to them! If it gets missed at the beginning of the call, be sure to say your name as you close the conversation when confirming contact information and upcoming appointment time.

Do you have unassigned calls in your Car Wars account? Enroll staff in voice recognition HERE.

For questions regarding Voice Recognition, contact your Car Wars consultant or Car Wars Support.

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