Automated Contact Center

The US automotive dealership market is expected to reach USD 257.3 billion, registering a CAGR of above 4% over the next five years, driven by an increasing number of domestic and international buyers, rising disposable incomes, and the recovery of the car dealership market post-Covid.

Moreover, the demand for automobiles is increasing due to technological flexibility and convenience, so the market must adjust accordingly. 

Here is a simple segregation of the car dealership market.

Understand what that means?

It won’t be wrong to say that this is just the start of a competitive environment that will change how car dealership companies operate forever. Most car dealership companies are sourcing out their services through contact centers. 

With great flexibility and convenience, there are two major things that companies need to focus on to win the competition - 

• Great sales
• Extraordinary customer service

Unfortunately, streamlining these operations and making the most out of the existing workforce can be challenging. Thanks to contact center softwares that make processes smooth as ice and helps contact centers beyond the common operations. 

Before we discuss how contact center software help in improving the sales and support of car dealerships, let’s discuss the common challenges faced by this industry.

If any of these issues are something you can relate to, then you can find a viable solution to beat that towards the end of this article.

Common Challenges Faced By Car dealership Services

Here are some common challenges car dealership services face. Be it small or big, every challenge is a step toward or backward success. Most importantly, you must ensure the ball is in your court. 

1. Local Vs. International Car dealership Services

Whether your company is based in a single location, multinational, or international, there is a chance of always getting overthrown by a competitor, which is honestly FINE. Believe us!

What is not fine, then? Not fine is when international companies come along and break away the trust, loyalty, and bond between you and your customers that continued for generations within 2 weeks. 

In such cases, implementing a strong strategy is the only way to keep yourself afloat with your head up high. 

For e.g., a local company operating in the car dealership industry for the last 10 years got replaced by an international organization that provided services at a lesser price, better technology, or simply won with a brand image. 

2. Providing 24/7 Customer Support

As companies transition from dealership desks to digital platforms, an urgency to provide 24/7 support arises. Customers always come back with queries, feedback, and complaints.

A break in the customer experience flow can lead to problems in the system and service leading to annoyed customers. The uneven flow of processes results in confusion, inefficiency, and bad customer experience. 

3. Training Staff To Deliver Remarkable Customer Service

Another major challenge includes training the existing staff to reach their maximum potential. The average time a call center agent stays employed is for 9 months to 1 year. 

Moreover, it takes around 3-4 months to train them completely. This leaves a window of around 5-7 months of serving period. This means a waste of money, effort, and a lack of employee management. 

4. Omnichannel Communication

Customers are no longer looking for a single mode of communication through phone calls. They are everywhere, and with the emergence of multiple channels like emails, chats, social media, etc., dealership services must aim to provide a seamless experience. 

Additionally, customers are looking for easier ways to have a hassle-free buying experience, like apps and websites. Being able to provide a good user experience along with great customer service should be an immediate goal. 

5. Building Brand Awareness

The final mission of your dealership service business is to establish a memorable and lasting brand image. Building positive brand awareness will take your business miles ahead and attract more customers. 

But easier said than done, right? 

Building brand awareness requires providing a lasting impression on existing customers. It builds trust and loyalty, leading to improved customer satisfaction that drives them to come back for your service again. 

The Bright Side: Clubbing Convin’s Contact Center Software With Your Car Dealership Business

Convin is a versatile software solution that doesn’t claim to solve your contact center woos but resolves many challenges with a few capabilities. Customer management and experience creation is one area that Convin can help.

1. Increase your car dealership conversions by 21%

Not 1-2%, but audit 100% of conversations with Convin’s automated quality assurance software. Once you audit 100% of agent-customer calls, your car dealership conversation rate is bound to increase. Here’s how. 

Every conversation contains insights into agent performance and customer opinions and reactions. You can easily find out what’s working and what’s not. This helps you strategize your script accordingly. 

2. Decrease agent ramp-up time by 60%

As discussed above, the agents spend a minimal amount of time as an employee in one call center based on several factors. Convin’s automated call center coaching provides a holistic approach to this scenario.

Share relevant resources with agents using Convin’s learning management system, test their progress using assessments, and monitor it using the coaching dashboard. Use peer-to-peer coaching to assign snippets of best-performing agents to fill in knowledge gaps.

3. Reduce average handle time by up to 56 seconds

Convin records, transcribes, and generates insights on conversations. These help agents better understand their performance and for you to watch for compliance violations and their overall performance. 

The parameters set by you will be the benchmark upon which every call is assessed by Convin, making the conversations to the point. A lower average handle time will help customers walk away with satisfaction.

4. Increase CSAT by 27% with Omnichannel bookings

Customers want their booking to be swift, easy, and smooth. But managing all the mediums of contact with customers is not a piece of cake. 

Convin’s automated contact center quality assurance solves this by auditing 100% of calls, emails, and chats. Likewise, you can rest assured that no conversation is left unseen and unanalyzed. 

5. Discover what your customers are thinking 

Last, but not least, the customers are not easy to understand. Convin has a special feature to cover that for you. 

Convin’s customer intelligence generates eyebrow-raising insights from customers. You can also search for keywords like competitors, not interested, complaints, etc. This helps you create a better customer experience and prepare counter conversations accordingly.

Convin is now available on the go: Here’s everything you need to know about Convin’s mobile app.

What Are The Product Capabilities Of Convin?

Convin monitors and analyzes 100% of calls automatically based on custom parameters set by your organization. The conversation analysis offers winning behavior identification and last-mile automated agent coaching.

1. Automated Quality Management

Convin’s call center tool automatically reviews 100% of customer calls using custom call evaluation forms and spots agent performance challenges and unhappy customer conversations. Through automated quality management, managers and QA generate call scores that help establish coaching needs and staff dissatisfaction. 

2 .Conversation Behavior Analysis

With the help of conversation insights and deal status, Convin presents parameters that drive positive and negative outcomes for the business. Spot violations, winning parameters,  customer sentiments, and threats to take proactive measures before the customer calls.

3. Automated Agent Coaching

Convin’s system automatically generates coaching opportunities after reviewing agent performance. Based on the AI-driven call scores- good, average, and poor performers are identified, and the platform triggers personalized agent coaching based on the requirement. Coaching instances are extracted from the top performers' conversations and best practices. This method improves call handling quality and reduces supervisor escalations to a large extent.

4. Conversation Intelligence

CI record, transcribe and analyze conversations to generate call insights and transcriptions. The conversation intelligence software discourages manual conversation review and all other non-sales activities by automating notes, action items, and CRM entries.

Access agent performance KPI and customer experience quality criteria to produce consumable role-based reports pinpointing key challenges and opportunities. These reports are not only available on the Convin platform but are periodically emailed to the managers.

Convin’s Call Monitoring System Is Safe And Secure

At Convin, we understand the customer and call data security importance; that’s why we ensure your data is completely secure and safe in our in-house transcription and NLP engine. We ensure call data security in the following ways:

• In-house transcription and NLP
• Secure login and monitoring
• Hosted on AWS
• SSL data encryption
• Role-based access control
• Enterprise-grade application monitoring
• GDPR compliant meeting recording

And before you go, as of now, Convin supports English, Hindi, and Hinglish. And it takes less than a week to get you onboarded, so don’t wait. Schedule a demo right away!