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The purpose of the category Handled by is to determine who handled the call. The correct selection will be the name of the person who actually handled the call at the end of the conversation and based on the scenarios, go for the right option. Call handler could be determined - Select the appropriate name: Select the appropriate name if you can determine the name of the receptionist or agent who handled the call at the end of the conversation. Example: Receptionist: "This is Jim." Caller: "May I please speak with Christina?" Receptionist: "Christina just came in -- here she is." Christina then successfully helps the caller. Christina, not Jim, would be the correct selection  Example: Agent: "Bright Smiles Dental, this is Crystal. How may I help you?" Caller: "This is Bob Smith. I just wanted to confirm my appointment." Agent: "We've got you scheduled at 2:00 PM today." Caller thanks the agent, and the call ends. Crystal is...

The purpose of the category Inventory Discussion is to determine if the call is an opportunity to sell, buy, or lease a vehicle. The caller does not have to mention a particular make or model. The caller just has to show interest in a vehicle in the dealer's inventory or present an opportunity for the dealer to buy or trade the caller's vehicle. Here are the options: Yes Select this option if there was inventory discussed. Select this option if the caller and agent discuss payment or financing options for a potential purchase of the dealership's inventory. A specific make or model of a vehicle does not have to be mentioned. Select this option if the caller is interested in a lease buyout. Select this option if the caller is asking about a vehicle they saw online or in an advertisement. Select this option if the caller asks about a car they recently test drove. Select this option if the caller has a vehicle they would like to sell or trade to the dealership. Select this opti...

The purpose of the category Service Setter Booked is to determine if the caller represents a service appointment opportunity and if an appointment was booked during the call. Here are the options: Yes, booked for a specific date and time Caller agrees to an appointment with a specific date and time. Example call - Caller: "I need a tune-up."// Receptionist or agent: "We can fit you in at 11:45 tomorrow morning."// Caller: "Perfect. I'll see you then!"// Call ends. Caller agrees to an approximated time within a 45 minute time range. Example call - Caller: "I need to get my brakes repaired. Do you have any openings today?"// Agent: "You can come in now if you'd like"// Caller: "Great! I'll be there in half an hour." // Call ends. Caller discusses an existing appointment and agrees to a new appointment during the same call. Example call - Caller: "I'm checking on the status of my car that's in service., a...

The purpose of the category  Handled by  is to determine who handled an incoming call at the end of the conversation. It may very well be the agent or person who answered the phone. However, often the call is transferred to another agent. We have to find who handled the call at the end of the conversation. Comment below if I missed anything / to add some points. Here are the options: Handled by – Call handler could be determined – Select the appropriate name: ·          Select this option if you  are  able to determine the name of the receptionist or agent who handled the call. This does not necessarily mean it will be the first person who answered the call. You want to find the name of the person who  handled  the call. Example call 1 – Receptionist: "This is Jim. “Caller: "May I please speak with Christina? “Receptionist: "She's not in, but I can help you. “Caller: "Ok, I receiv...

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/tra...

The purpose of the category Outbound Appointment Outcome is to determine if the agent or intended party attempted to set an appointment. Remember : If the call does not connect to the intended party, please select "Correction: this call was not related to the buying, selling, trading, or test driving of a vehicle." Did the customer agree to come into the dealership? Here are the options: Yes: customer agreed to come to the dealership: Select this option if the agent is placing the call to determine if the intended party wants to buy, sell, trade, or test drive a vehicle and an appointment was set for a firm date and time. Example - 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?" / Intended party: "Yes, I was planning on coming out today at 3:00." Select this option if the agent is placing the call to determine if the intended party wants to buy, sell, t...

The purpose of the category Dealership Appt Request is to determine if the agent or caller attempted to set an appointment. The caller should be seeking to purchase, lease, or trade-in a vehicle. Remember : If the call does not connect to a live, qualified employee or if the connection is lost, please select 'Correction: Not eligible, call was not an inventory call'. Did the salesman attempt to set an appointment? Comment below if I missed anything / to add some points. Here are the options: Appointment for a firm date / time: Select this option if an appointment was set for a specific date and time. Select this option if an appointment was agreed, and the caller approximates a time frame within a 45 minute range.      Example :Caller: "I'm looking for a used Toyota Corolla."Agent: "We have a couple. Want to come out and take one for a test drive?"Caller: "Yeah, I'll be there in half an hour."Call en...

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 j...

The purpose of the category  Live Conversation - Inbound  is to determine if the caller was  connected to a qualified employee. Inbound category is the gateway to unlock other categories. If you open an account, they you will be provided with Inbound and outbound category. So unless you are fast, you will not get any calls. But at the same time you will have to be smart enough to tag the calls. I would suggest to take sometime for the first 15 to 20 calls. To be more precised, get to know the possibilities of various cases. Then you will start to play with it. You will have to keep in mind that if the call was handled by a receptionist it is not always connected. To will have to listen to the conversation further. My way of reviewing this category is .. Listen to the first few seconds of the call and then the last few seconds of the call. Incase if you have any doubts, you can listen to the entire conversation. You can also identify if the call was handled by s...

Why calling service is the key to unlock many of the service regarding categories. Like every other category, focus should be on starting and end of the call. However this will be your way after some practise. If you are reviewing this category for the first time then be patience and dont be in a rush. Appointment opportunity: Looking for vehicle maintenance or repair service. Looking for the repair or installation of a part. Looking for auto detailing. Caller asks if there are any recalls and if told open recall was there. Caller mentions both an existing appointment and a new appointment opportunity on the same call. Caller missed a previous appointment and is scheduling a new one. Upcoming scheduled appointment / vehicle already in service: Discussion about an   appointment scheduled for an upcoming time and/or date s. Discussion / Checking status of a   vehicle already in services. Adding a ervices to a vehicle that is already in service . Canc...

In Humanatic, Inventory discussion is one the category which might be easy but at the same time it is tricky. We might end up in getting a penalty. Please find the possible cases that we may come in. We could discuss about the inventory discussion in this post. Comment below if I missed anything / to add some points. Yes •Interested in buying/selling/trade-in/ leasing a vehicle. •Discussing about payment /credit application/ co-signer/ financing options of the car that they were interested. •Enquiring about the ad online/ recently test drove / car sale/ Any special program they got in mail/ Even if discussed vehicle is not available. •Checking for appraisal of the car , checking the price, old car's worth Not Inventory: service or parts •Discussing/Enquiring about Oil change, Flat tyres, Tyre rotation, etc. •Schedule an Appointment for services / Parts/ Body Shop/ Collision Centre. •Information/Price of Parts, Checking the availabilty of parts. •...