Fixed Ops Magazine 2022 Vol 19-6 - 59

ensure the BDC can target its outbound efforts on the
right customers.
Manually tracking appointments is no longer necessary.
Instead, agent compensation can be automatically calculated.
This enhancement potentially saves thousands
of man-hours each month and ensures performance
data is accurate.
Now that we've gone through the new metrics you
need to track and how you can transform those metrics
into success for your team, let's explore the three areas
of critical importance to transform your BDC from an
appointment center to a retention center:
1. CONSISTENCY
A consistent process and talking points are key to making
or breaking a customer relationship. Does your BDC
center and and do your service professionals follow
key talking points when booking appointments? Are
they being consistently helpful, friendly and kind by
setting up proper customer expectations for the actual
visit? Were they friendly while actively listening to
the customer's needs? Did they show kindness while
trying to find days and times that would meet the customer's
schedule, even if it's not a perfect fit? Did they
go above and beyond looking for time mileage recommendations,
recalls, and communicating the amount of
time a service will take? These steps all build revenue
and trust when applied with consistency.
Once the customer has the initial trust, how well does
this consistency transfer over to the lane? Did the ASM
support the agent by making the same recommendations
as were on the write up? Did they add to that trust
by providing regular updates or break it by forcing the
customer to call back for a status update? Build on that
NOVEMBER DECEMBER 2022 || FIXED OPS MAGAZINE
59
http://ASIDoors.com

Fixed Ops Magazine 2022 Vol 19-6

Table of Contents for the Digital Edition of Fixed Ops Magazine 2022 Vol 19-6

Fixed Ops Magazine 2022 Vol 19-6 - 1
Fixed Ops Magazine 2022 Vol 19-6 - 2
Fixed Ops Magazine 2022 Vol 19-6 - 3
Fixed Ops Magazine 2022 Vol 19-6 - 4
Fixed Ops Magazine 2022 Vol 19-6 - 5
Fixed Ops Magazine 2022 Vol 19-6 - 6
Fixed Ops Magazine 2022 Vol 19-6 - 7
Fixed Ops Magazine 2022 Vol 19-6 - 8
Fixed Ops Magazine 2022 Vol 19-6 - 9
Fixed Ops Magazine 2022 Vol 19-6 - 10
Fixed Ops Magazine 2022 Vol 19-6 - 11
Fixed Ops Magazine 2022 Vol 19-6 - 12
Fixed Ops Magazine 2022 Vol 19-6 - 13
Fixed Ops Magazine 2022 Vol 19-6 - 14
Fixed Ops Magazine 2022 Vol 19-6 - 15
Fixed Ops Magazine 2022 Vol 19-6 - 16
Fixed Ops Magazine 2022 Vol 19-6 - 17
Fixed Ops Magazine 2022 Vol 19-6 - 18
Fixed Ops Magazine 2022 Vol 19-6 - 19
Fixed Ops Magazine 2022 Vol 19-6 - 20
Fixed Ops Magazine 2022 Vol 19-6 - 21
Fixed Ops Magazine 2022 Vol 19-6 - 22
Fixed Ops Magazine 2022 Vol 19-6 - 23
Fixed Ops Magazine 2022 Vol 19-6 - 24
Fixed Ops Magazine 2022 Vol 19-6 - 25
Fixed Ops Magazine 2022 Vol 19-6 - 26
Fixed Ops Magazine 2022 Vol 19-6 - 27
Fixed Ops Magazine 2022 Vol 19-6 - 28
Fixed Ops Magazine 2022 Vol 19-6 - 29
Fixed Ops Magazine 2022 Vol 19-6 - 30
Fixed Ops Magazine 2022 Vol 19-6 - 31
Fixed Ops Magazine 2022 Vol 19-6 - 32
Fixed Ops Magazine 2022 Vol 19-6 - 33
Fixed Ops Magazine 2022 Vol 19-6 - 34
Fixed Ops Magazine 2022 Vol 19-6 - 35
Fixed Ops Magazine 2022 Vol 19-6 - 36
Fixed Ops Magazine 2022 Vol 19-6 - 37
Fixed Ops Magazine 2022 Vol 19-6 - 38
Fixed Ops Magazine 2022 Vol 19-6 - 39
Fixed Ops Magazine 2022 Vol 19-6 - 40
Fixed Ops Magazine 2022 Vol 19-6 - 41
Fixed Ops Magazine 2022 Vol 19-6 - 42
Fixed Ops Magazine 2022 Vol 19-6 - 43
Fixed Ops Magazine 2022 Vol 19-6 - 44
Fixed Ops Magazine 2022 Vol 19-6 - 45
Fixed Ops Magazine 2022 Vol 19-6 - 46
Fixed Ops Magazine 2022 Vol 19-6 - 47
Fixed Ops Magazine 2022 Vol 19-6 - 48
Fixed Ops Magazine 2022 Vol 19-6 - 49
Fixed Ops Magazine 2022 Vol 19-6 - 50
Fixed Ops Magazine 2022 Vol 19-6 - 51
Fixed Ops Magazine 2022 Vol 19-6 - 52
Fixed Ops Magazine 2022 Vol 19-6 - 53
Fixed Ops Magazine 2022 Vol 19-6 - 54
Fixed Ops Magazine 2022 Vol 19-6 - 55
Fixed Ops Magazine 2022 Vol 19-6 - 56
Fixed Ops Magazine 2022 Vol 19-6 - 57
Fixed Ops Magazine 2022 Vol 19-6 - 58
Fixed Ops Magazine 2022 Vol 19-6 - 59
Fixed Ops Magazine 2022 Vol 19-6 - 60
Fixed Ops Magazine 2022 Vol 19-6 - 61
Fixed Ops Magazine 2022 Vol 19-6 - 62
Fixed Ops Magazine 2022 Vol 19-6 - 63
Fixed Ops Magazine 2022 Vol 19-6 - 64
Fixed Ops Magazine 2022 Vol 19-6 - 65
Fixed Ops Magazine 2022 Vol 19-6 - 66
Fixed Ops Magazine 2022 Vol 19-6 - 67
Fixed Ops Magazine 2022 Vol 19-6 - 68
https://www.nxtbookmedia.com