{"id":5729,"date":"2022-04-27T20:31:48","date_gmt":"2022-04-27T20:31:48","guid":{"rendered":"https:\/\/carwars.com\/main\/?post_type=resources&p=5729"},"modified":"2025-11-06T17:22:00","modified_gmt":"2025-11-06T17:22:00","slug":"make-most-of-may-3-moves-to-improve-call-connection","status":"publish","type":"resources","link":"https:\/\/carwars.com\/main\/resources\/make-most-of-may-3-moves-to-improve-call-connection\/","title":{"rendered":"Make the Most of May: 3 Moves to Improve Call Connection"},"content":{"rendered":"\t\t
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It’s almost summer and I’m trying to get that beach body ready. I was excited all week to use my one \u201ccheat\u201d meal on In N’ Out Burger. As I pulled up to the speaker in the drive-thru, my mouth was watering. I said, \u201cHello,\u201d but no response. I waited another minute and said, \u201cHello, anyone there?\u201d\u2026still no response. I knew the restaurant was open, but it was my cheat day and I wasn’t about to get in any extra cardio by walking inside. So, I did the next easiest thing \u2014 I drove across the street and ordered from Chick-fil-A. I took my well-earned cheat meal, and business, elsewhere simply because I got impatient.<\/p>

In the automotive world, this scenario is all too familiar. Customers call dealers excited to purchase a new car \u2014 but their call either continuously rings without an answer or goes straight to voicemail. They then call the next dealer, and just like that, a quality lead is gone. Still not buying it?\u00a0Don’t worry, we have some data to back it up!<\/i><\/p>

After reviewing millions of calls from thousands of dealer partners in our\u00a02021 data study<\/a>, Car Wars discovered an area of opportunity occurred in call connection. In 2021, only\u00a066% of callers connected with someone who could help when calling a dealership.<\/b>\u00a0To clarify, a connected call is different than an answered call. A\u00a0connected<\/i>\u00a0call means that the customer was able to get ear-to-ear with an agent who could help. An\u00a0answered<\/i>\u00a0call occurs any time a call was picked up \u2014 whether an agent picks up or a voicemail.<\/p>

We want to help you and your team improve call connection, so here are three moves you can make on the phone to boost that number:<\/p>

1<\/span> Reduce Those Hold Times!<\/h4>

The average amount of time a customer was left on hold in 2021 was about 3 minutes.<\/b>\u00a0Time is valuable and implementing processes to avoid leaving customers on hold for extended periods of time lessens their frustration and their likelihood of hanging up. Assess the times of day, and days of the week, when your dealership receives the most phone calls. Then, make sure the floor is sufficiently staffed when customers call in so they reach someone who could assist them. If staffing shortages have become a problem, have a routing system such as multiring in place to ensure a customer receives help. A multiring allows customers’ calls to be rerouted to an available team member \u2014 whether that’s to an agent’s cell phone, your BDC, or a manager.<\/p>

2<\/span> Have A Phone Bridge In Place<\/h4>

A\u00a0bridge<\/i>, also known as a phone menu or phone tree, is an automated greeting that provides a customer with options to choose from when calling in. If a customer calls in inquiring about a new vehicle they saw on your website, have an option for Sales to send their call directly to your Sales department. If a customer wants a quote on getting new brake pads, an option routing the call to Service quickly gets them connected with a Service advisor. Routing inbound calls with a bridge minimizes hold times and provides a better experience for the customer when calling your dealership.<\/p>

3<\/span> Make Time For Follow-Up<\/h4>

Not every call will be answered and that’s understandable. However, without proper follow-up, potential sales could be lost. View follow-up as a normal part of your daily routine. Block out time on the calendar to review voicemails and call customers back. Allocating time to do this presents a sales opportunity you may not have had before \u2014 plus customers will appreciate the prompt, proactive approach.<\/p><\/div>

It’s not rocket science \u2014 you’re more likely to make a sale by actually speaking with the customer. With other roadblocks that get in the way of making a deal, don’t let the lack of connecting with a customer be one of those reasons. Make the most out of the phone with these strategies so your connection rate rises to unprecedented levels!<\/p>

If you’d like to see more trends uncovered in our 2021 data study, check it out\u00a0here<\/a>!<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

In this blog, Car Wars provides three ways to help you and your team improve call connection to ensure no valuable leads go down the drain.<\/p>\n","protected":false},"featured_media":11983,"template":"","resource_categories":[82],"class_list":["post-5729","resources","type-resources","status-publish","has-post-thumbnail","hentry","resource_categories-blog"],"acf":[],"yoast_head":"\nCall Connection: 3 Ways to Make the Most of Incoming Leads<\/title>\n<meta name=\"description\" content=\"Ensuring customers can reach a qualified agent to help them is vital for your dealership's success. 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