Automotive Digital Marketing

Professional Community for Car Dealers, Marketing, Advertising and Sales Leaders

Loading... Be Patient!

"Are you calling from home or work....?" 2nd Biggest Profit Leak on the Phone !!

So looking at a recent sample of 126,904 New Car Department calls, (defined as callers that ask for New Cars-regardless of the Ad Source Dialed) we see again that almost 1 in 3; 40,148 to be exact never reached the intended call handler, as we blogged last month. Ouch.

Now add to that, that of the 86,756 that did, 56% were not asked or did not willingly provide their contact information. Take a deep breath..... 48,857 times the Call Handlers did not "earn" the caller's contact information. This is a very simple measurement---did the agent "Ask and Receive" both the name and the phone number (or email) of the caller.

We know that call handlers often use reverse look up, or CRM information to gather the phone number and the name provided there... but this measurement is made up of the subtlety "Earn-Ask-Receive". For sure a percent of these are repeat callers who are well known to the call handler....maybe 20%?? The top 15% of measured dealers have a 25% rating in this category.

A little over 75% of these calls are going to the Sales Floor, and about 25% to Call Centers, who perform much higher as a group. These stats are a blend of both. 

Dealers that learn to overcome the Top 10 Profit Leaks on the phone will dominate the Automotive Rebound we are in!

Views: 158

Tags: BDC, CallRevu, call, center, contact, data, handling, information, leak, leaks, More…measurement, performance, phone, profit, top


Oops... You need to stop "Lurking" on ADM and become a more genuine Automotive Professional by completing your membership registration. As a registered ADM Member, you can post comments, publish your own articles (be a star!) and start Forum discussions. Stop being an online "Peeping Tom" and JOIN ADM RIGHT NOW!

Join Automotive Digital Marketing

Automotive Professional Network and Resource Exchange for Car Dealers, Managers, OEM and Marketing Practitioners seeking Best Practices.

ADM Sponsor

William B. Terry
Rated by Super Lawyers

loading ...

ADM Badge


Based On Your Interests...

ADM Consulting, LLC

Onsite/Offsite Combination ADM Consulting, LLC Professional Services
Select the maximum monthly investment you plan to make
Sign up for

Automotive Marketing Tools

Get ADM Toolbar

Click here to take the ADM Member Survey

Getting too many emails from ADM? Click mailbox below to control which types of alerts and updates you are sent......



ADM Professional Services
Phone Consultation
Topic or Issue:

Top Automotive Marketing Forum Discussions

Share the Best Content w/AutoMarketing Community

© 2020   Created by Ralph Paglia.   Powered by

ADM Badges  |  Report an Issue  |  Terms of Service, pub-1344093271332697, DIRECT, f08c47fec0942fa0, pub-1344093271332697, DIRECT, f08c47fec0942fa0