In addition to coming to market 11 years ago with our revolutionary platform and method (v1), nobody trains and coaches in an ongoing manner the way we do. We coach situationally through our Active Coaching Method. One-time trainings are merely “shots in the arm” and tend to wear off after time. Plus, it’s disruptive for the store, staff and customers. Our ongoing coaching offers up bite sized pieces of relevant training situationally applied to each agent’s actual customer calls.
We listen, we score, and we coach; actively coaching through real world situations on fresh calls, not fake calls, not old calls and not irrelevant calls. This is entirely scalable also, which makes it easy for us to add staff to coaching as your stores grow. Lastly, our one-on-ones round out the coaching and makes sure it’s getting through thus allowing for dedicated private time for your agents with our coaches.
After the initial certification and launch (90 minutes), we only ask each agent for 15 minutes each week plus 20 minutes each month, that’s all it takes.
We’re largely manager hands off, after the initial launch, you’ll only hear from us if we’re having trouble scheduling with one of your team or if we’re having an issue getting through to a staff member.
We are your eyes and ears on the phones; we’re looking at their calls and pulling those money-making opportunities which are coachable and scoring them against the initial certification which allows us to continually build upon the foundation. We are reporting back to management on each coached call that’s scored plus you have access to our dashboard to see if they’re watching their sessions and participating in their one-on-ones. Which the coach is also watching for.
Managers have a very valid reason to ask questions, just like they would about a web lead or a floor up. They receive the email which lays out the score, a brief synopsis of the call and where your agent stands with their certification. Literally managers use our dashboard for their own one-on-ones, save a deal meetings and for bonuses/pay plans. If you’re not certified, you do not take a call!
There’s a CRM stat which was confirmed by a data/analytics company from a few years ago at NADA and it said “80% of inbound calls never make it into CRM.” I believe this stat and it’s because all the tracking and reporting is reactive, Phone Ninjas is proactive.
How do you arrive at 80%? Simple, 50% of all calls aren’t asked for contact information thus making it impossible to enter accurately into CRM. 25% of all calls are mis-transferred, lost in the phone loop or sent to a voicemailbox that’s not set up. 5% of all callers hang up in anger. That’s the 80%!
The national average for appointments set in inbound calls for dealers is 28% and our average dealer is setting at 60%. Our most engaged dealers are setting at 80%. This is why I say we’re the only proactive solution on the market because we’re coaching them what to say, when to say it and how it should be said. We work with all tracking providers as all we need is a username and password. Or, if you prefer to keep it ultra-simple, we offer tracking for only .059/min. That’s less than 6 cents.