Humanatic: Outbound Service Purpose

The purpose of the category Outbound Service Call Purpose is to determine why the agent is placing the outbound service call.

For some Outbound calls, you may only hear the caller's voice. This is by design. Please mark those one-sided recordings the same as you would a regular Outbound call, based on the instructions below.

Here are the options:

To invite the customer into the dealership for a service appointment

Select this option if the agent is placing the outbound call in order to invite the customer into the dealership.

To discuss the status of a vehicle currently at the dealership

Select this option if the agent is placing the outbound call in order to discuss the status of a vehicle that is currently at the dealership.

To discuss a recent service visit to the dealership

Select this option if the agent is placing the outbound call in order to discuss the customer’s recent visit to the dealership.

Example – Agent: “We just wanted to reach out and say thanks for choosing our dealership for the service you completed recently. You should receive a survey soon asking you about your experience.”

To confirm an existing service appointment

Select this option if the agent is placing the outbound call in order to confirm an existing appointment that the customer previously scheduled.

Example – Agent: “We just wanted confirm your upcoming service appointment for tomorrow at 10:00 AM.”

Other service related call

• Select this option if the agent successfully connects to the intended party and is placing the outbound call for any other reason not listed.

This call was not related to service or the service department at the dealership.

• Select this option if the call is not for the service department. This may be a call meant for sales, parts, finance, etc.

Example call - Caller: "I'm looking for a tail light for my Nissan." // Receptionist or agent: "You've reached service. Let me transfer you over to the parts department.

• Select this option if the call is an employee-to-employee conversation or the caller is holding a personal conversation unrelated to service or the service department.

• Select this option if the caller asks a general question unrelated to service or the service department.

Example call - Caller: "Can you tell me where you are located?" // Receptionist or agent provides an address and the call ends.

Correction: caller did not connect to the intended party

• Select this option if the agent never connected to the intended party.

• Select this option if the caller has the wrong number.

• Select this option if the call goes to voicemail.

• Select this option if the call only last a few seconds and you do not hear a conversation.

• Select this option if call is a spam call such as a recorded advertisement.

• Select this option if the call goes to voicemail and an employee leaves a message.