HUNTERSVILLE, N.C. (Feb. 1, 2020) — Proactive Dealer Solutions (PDS), The BDC Experts, a North American training and consulting company specializing in conversational intelligence, call handling, and coaching, has rebranded and enhanced its powerful Call Management Solution to CallerCX.
PDS announced the rebranding in late December to more adequately reflect how the system works to enhance the customer experience. CallerCX uses artificial intelligence (AI) to monitor and track calls and trains team members to fix and master the phones. PDS has also enhanced the platform with voice recognition biometrics to seamlessly identify associates and assign calls.
CallerCX employs artificial intelligence along with the addition of speech recognition and biometrics to give sales and service teams powerful tools to better manage their communication with existing and prospective customers. Beckett noted that when customers call the dealership they are ready to schedule.
“If we can provide a great customer experience, beginning with initial contact via phone,” said Jason Beckett, PDS Chief Operating Officer, “we dramatically increase the odds of selling a vehicle. Enhancing the customer experience is the key, and the name change for our platform reflects this.”
The addition of voice recognition biometrics to the CallerCX platform, which can be seen up close during NADA 2020 in Las Vegas at Booth #6117N, is based on the unique qualities of voice such as tone, pitch and speed, similar to a fingerprint, allows PDS to assign the call to the correct employee regardless of the extension that takes the call or if they fail to announce themselves.
It is imperative to be able to take the human element out of assigning calls to the appropriate salesperson, agent, receptionist or service advisor in the coaching and training space. In addition, listening to calls is tedious and time consuming.
“Our platform now automatically assigns calls to the staff based on their speech biometrics,” Beckett said. “No more do they have to announce their name or put in a code for the assignment. Therefore, all calls are assigned to the staff who handle them — keeping them accountable to follow the process.”
“The CallerCX platform can now push phone ups into the CRM that are assigned to the agent who handled them which triggers the CRM follow-up process, so no lead gets lost.” Beckett added.
Both inbound and outbound calls are vital to today’s dealership. When consumers call a dealership they are “transaction ready” after having spent more than 14 hours doing online research. Over one-in-four customers has first contact with a dealership by phone, according to Cox Automotive.
CallerCX can immediately add to the bottom line. If the platform reduced a dealership’s failed call rate from 20 percent to 10 percent, a dealer selling 100 units a month could generate 13 more appointments and close 3-4 more deals, resulting in $6,000 to $8,000 more in gross profit. For the service department, the results are even greater. Reducing failed calls from 30 to 10 percent, results in $43,000 more in repair orders each month.
CallerCX provides the tools necessary to see these improvements. The platform monitors all call volume using artificial intelligence (AI); identifies failed calls; automatically classifies whether a call is a true sales or service opportunity versus a non-sales call type; utilizes AI to determine the staff effectiveness; and also recommends and tracks the results of its proprietary online training.
Proactive Dealer Solutions’ (PDS) CallerCX is a comprehensive, end-to-end call management platform that offers franchise and independent dealerships the ability to manage and improve all dealership communications at an affordable price that pays immediate dividends.
“Our AI systems are constantly monitoring calls, tracking results, and determining what policies and procedures work best, and make recommendations based on preset goals for your specific dealership,” Beckett said. “The addition of Voice Biometrics significantly adds to the efficacy of the platform, and is turning heads in the industry from other vendors, listing platforms, and advertising and marketing agencies.”
Most partners who sign up with CallerCX will see increases in their sales and service business of 25-30 percent in the first three to four months, and benefits will be seen in just weeks.