Expert Strategies Boost Auto Sales & Appointments

The Challenges

Our client didn’t have enough internal resources to make the required volume of calls to reach a significant portion of their partner dealerships’ customer base. This led to difficulties in satisfying their partners’ needs and expanding their scope. They needed a cost-effective and high-quality solution that could help them increase their call volume and ensure partner satisfaction, crucial for maintaining their reputation and achieving business goals.

Lacked resources

to handle call volume or set appointments

Lost

sales opportunities

Partner

dissatisfaction increased

The Solutions

The company partnered with ROI CX Solutions, a trusted leader in contact center operations, to raise the bar for success. ROI proposed a three-step approach.

Tailored Hiring

First, we deployed agents from our offices in the Philippines and the US, allowing us to scale staffing while implementing cost-saving measures. This allowed our partner to handle more calls without significantly increasing expenses.

Advanced Technology Integration

Second, ROI fully integrated the existing CRMs with our telephony system, Five9. This enhanced tracking of agent performance during calls for better results and data-driven intelligence.

In-Depth Training

ROI’s “Train the Trainer” program ensured all agents were thoroughly trained in the technology and all necessary skills. As a result, agents became more proficient and efficient in handling calls, leading to better overall performance.

Custom

offshore and onshore staffing

Created

“Train the Trainer” program

Managed

and monitored all calls in Five9

The Results

The strategic partnership set a new standard in customer interaction and service quality, showcasing ROI’s ability to drive substantial improvements in performance and operational efficiency.

Nearly 3x

appointments set for partnered dealerships

Grew

team by 150% to accommodate peak demand

Kept

appointment rates consistent with internal team

Exceeded expectations in performance and efficiency

Partner with us to deliver exceptional customer service experiences.

Established in 2008, ROI CX Solutions has always been committed to delivering client-centric solutions, even amidst economic challenges. The efforts of ROI CX Solutions have generated over $22 billion in revenue for their partners. Offering services in 29 languages, their dedication to excellence has been recognized in the 2022 Inc. 5000 list.

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