Live Coaching, Call Recording, and Instant Results
I also really love the Manager Console because it allows me to see who’s on a call and listen in to make sure it’s being handled properly. If we’re listening to a live call and we hear an opportunity for an upsell that an advisor or sales rep may have missed, we’re able to message them right away and coach them through the call. This feature is a great training tool and has both saved and increased our upsells in the service department.
Reynolds Integrated Telephone System records calls which presents several opportunities. We’re able to go back and listen to previous calls, which helps not only coach staff, but also follow-up with our customers. I once had a customer upset because she didn’t think we called her back with information we promised. I was able to go back and listen to the recording of the message we left and play it back to prove we hadn’t forgotten about her. She apologized and completely changed her tone, and we were able to keep her as a happy customer.
In addition to improving the customer experience, Reynolds Integrated Telephone System has made our service advisors more efficient. They no longer spend 10 to 15 minutes making customer reservations. Now, it’s just the click of a button and a service appointment is made!
I would definitely recommend Reynolds Integrated Telephone System to another dealership. It’s been extremely valuable to us.
