Last week I shared the first article in a new series on Trusted Call Solutions, so take a minute to read that article. It will establish the background to the conversations and strategies shown in this article.
Dealers need a scalable solution to keep their outbound calls off potential spam lists and telemarketing labeled tags for mobile carriers. They also need to identify their business to increase answer rates.
(Pew Research Center, 2020)
A Trusted Call Solutions platform, which I am helping introduce to automotive dealers, consists of two products that work together to deliver outstanding call connection rates:
This service properly registers each outbound line with all major phone carriers. It also monitors each number 24×7 for any carrier flags that are associated with each number which could negatively impact call identification as “spam” or “telemarketer”. This is something that is only possible because of the trusted relationships that the technology platform has with the telco carriers.
This service will show the dealership name and logo on unlocked phones today, and in 2024, it will include locked phones when Apple updates its operating system. The contextual messages will also be part of the 2024 update (see below) so we will ask dealers to carefully think how they can assign outbound numbers to specific business use cases.
When a consumer submits a lead on CarGurus.com (or any other third-party marketplace) and then receives a call from a dealer with an unknown caller label, they will likely not answer. Imagine the increase in call connections if the dealership’s logo showed on the phone with a contextual message that said CarGurus Vehicle.
To enable this contextual message, we need to control which outbound phone line is used by agents. The agent (in an ideal world) would have a dropdown list of named outbound lines that exist in the phone switch when they click on the call button inside the CRM.
The first CRM platform that allows a dropdown list of outbound lines with their labels will win more business from dealers! This is needed because each outbound line is labeled and registered with all major phone carriers with the dealership name, logo, and contextual tag.
CRM platforms could also build rules that FIRST calls, until a conversation is made, are matched with the lead source or department. This would reduce the dropdown extra clicks. In any case, the upgrade in call connection rates due to using Branded Call Display with contextual messaging will drive demand.
Dealers who have tried “Caller ID” solutions in the past have commented that it felt that when caller-ID was added, spam tagging increased. Other dealers have commented that keeping track of all outbound lines to see if they are flagged is practically impossible. The combination of these two solutions, labeled as Trusted Call Solutions, fills the gap in dealership operations that, in the past, have negatively impacted sales.
Dealers who would like to get a quote for Trusted Call Solutions for their dealership, should send me an email (brian@brianpasch.com) with the subject “Trusted Call Solutions Proposal“, and I will send out the information needed to get your dealership or group a quote.
For a quote to be presented, you will need to provide a list of outbound lines and approximate outbound call volume to get an accurate quote. I have created a Google sheet for you to easily enter the information that is needed.
I will also be discussing the benefits of Trusted Call Solutions at the Modern Retailing Conference (MRC) in November in Palm Beach. If you would like to learn more about this opportunity, you don’t have to wait for MRC, you can send the email.
The Intersection of People, Process, and Technology
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