Saturday, May 15, 2021

Car Wars’ Jordan Patterson discusses how COVID-19 has changed call tracking and phone handling for auto dealers

Inbound and outbound calls have changed tremendously during the pandemic. Today, we welcomed Jordan Patterson, Sales Director of Car Wars to CBT News. Car Wars is a comprehensive call tracking and phone handling solution, helping auto dealers gain visibility on phone calls, capture more leads, and improve the caller experience. Car Wars is committed to helping auto dealers dominate every call, every day.

Patterson begins the conversation by discussing the solutions that Car Wars offers auto dealers. Dealers understand that calls are important, however, they don’t have the time needed to sit down and listen to every detail of every phone call. Car Wars streamlines every call into one place. The company monitors every call to ensure not a single element of communication between the car dealership and the customer is overlooked. 

Patterson says that Call Wars utilizes humans and artificial intelligence to monitor every call with accuracy. Car Wars is committed to metrics that matter, represented through the acronym “CRISP”. This process begins with connecting callers with a qualified agent. Then, every call requires a request for an appointment and an invitation to the car dealership. The next step is to set and confirm the appointment with a reminder. Lastly, opportunities are pursued with established customers and new leads. 

Connect is a foundational metric to getting the sales process started. Car Wars data found that in 2020, 43% of calls to a dealership weren’t connected to someone who could help. Patterson says this is usually high due to two main culprits: overlooked technology and poor transfer processes. Dealers must go the extra mile to connect with customers with a strong first impression. If not, there is a strong chance the dealership will lose the opportunity. Only 20% of customers who are transferred to voicemail call the dealership back.

For more information on solutions offered by Car Wars visit carwars.com.


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CBT Automotive Network is a multimedia broadcast platform serving automotive professionals. With interviews featuring the biggest names in the industry, daily newscasts following top stories, up-to-date market data, and exclusive articles covering the latest industry trends, CBT is the leading voice of the retail automotive industry.

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