Humanatic : Reason for Outbound Call

The purpose of the category Reason for Outbound Call is to determine the agent's intention for placing the outbound call. The individual who has called does NOT have to be interested in buying, selling, trading, or test driving a vehicle. Instead, you should be listening for whether or not the agent was calling to discuss the buying, selling, trading, or test driving of a vehicle, as well as whether or not an appointment was requested, regardless of the call recipient's interest.

One-sided phone calls: For some Outbound calls, you may only hear the interested party's voice. This is by design. These calls should be reviewed the same as calls where you can hear both parties. Please review them based on the following instructions and the content you can hear from the one side of the conversation.

Did the agent attempt to discuss buying/selling/trading/test driving a vehicle?

Yes

Select this option if the agent is attempting to discuss buying/selling/trading/test driving a vehicle.

Example call - Agent: "I saw that you may be interested in a new SUV. Could we get you to come down and check out what we have on the lot?" // Interested party: "Yes, I was planning on coming out today at 3:00."

Example call - Agent: "We see that you have a 2015 Jeep, and we were wondering if you would be interested in trading that in for a new vehicle." / Intended party: "No. We're not looking for a new car right now."

Example call - Agent: "Are you still in the market for a truck?" / Intended party: "We actually already bought a truck from another dealership."

No: follow up on a previous purchase / general discussion

Select this option if the agent is placing the call to follow up on a previous purchase.

Example call - Agent: "We were just calling to see how you're liking that new CRV you got yesterday."

Example call - Agent: "I'm just calling to let you know that the bank has received all of the proper information, and we got your payment this morning. Your new vehicle is ready for pick up."

No: agent only confirmed, changed, or cancelled an existing appointment

Select this option if the agent is calling to confirm, change, or cancel an existing appointment.

Example call - Agent: "We see that you have an appointment today for 4:00, and we just wanted to make sure you're going to be able to make it out.

Correction: the call was not connected to the intended party

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

• Select this option if the call goes to voicemail.

• Select this option if the interested party leaves a live message for the intended person.

• Select this option if you only hear one voice, but you can tell that the interested party has reached voicemail. This is considered a one-sided recording, and it is done by design.

• Select this option if the interested party has the wrong number.

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