Bryant: Maintain Standards with Phone Call Audits

Feb. 16, 2024
How incoming and outgoing calls are answered and handled can make or break your customer experience.

In the fast-paced and highly competitive collision repair industry, it's crucial to stand out from the competition, and the first impression of your business often starts with your phone call-handling process. The way you answer and handle incoming and outgoing calls can either make or break your customer experience. That is why implementing a call auditing process that is regularly reviewed by the administration against defined standards is essential.

The lack of phone handling standards in today's market can lead to lost opportunities and revenue for your business. Customers want to feel valued and appreciated, and if your team fails to provide exceptional customer service over the phone, the chances are high that they will take their business elsewhere. Your phone call technique should be professional, easy to understand, and concise. The calls should be answered in a timely manner, and you should provide the callers with relevant information. Standardizing your phone call handling procedure will lead to big benefits such as increased conversions, greater customer loyalty, and more consistent positive reviews.

At our shops, we found we were still using dated call-handling practices that we simply overlooked by rapid growth. Our team members were following our provided standard diligently, but the message was incredibly inconsistent with what we wanted. How is this possible? Growth. We had added 11 team members to our staff since the last review, and naturally, the business had evolved. This revelation made us understand how we were failing to capitalize on an integral part of our current customer acquisition because we hadn't been actively implementing call audits.

This situation was a valuable lesson for us. It showed us how vital it is to consistently check our team's performance and ensure they understand and adhere to our set standards. By providing regular constructive feedback to our team, we fostered communication and provided opportunities for growth instead of reprimanding them. This approach helped us motivate our team, empower them for their feedback toward call handling development, and achieve better results overall.

Saving the audio files and demonstrating the team's progress can be highly beneficial when conducting your call auditing process. This feedback helps them understand their progress and areas where they need to improve. The saved files become valuable training material for new hires and refresher courses for existing team members. By continually reviewing and updating your call-handling standards, you ensure that your team always provides excellent customer service and maintains your business's competitive edge.

So, let me ask:

When was the last time you reviewed your shop's phone traffic?

How many team members have you added since?