Dekra - Hosted Call Recording & Quality Monitoring
About the customer
As a premier auto-motivation specialist, Dekra delivers a range of innovative business solutions which result in increased sales and profitability. These solutions include project management, selection and recruitment, standards audits, training programmes and in-dealership coaching.
Since April 2014, Dekra has been helping a major car manufacturer improve the conversion rates of inbound telephone enquiries to the manufacturer’s retail dealership network from people interested in purchasing a car. The manufacturer had noted performance issues in two areas:
- Appointments for new and used car enquiries: The number of customers visiting dealerships before deciding to purchase has reduced over the last few years. With one in every two visits resulting in a sale,an increase in appointments from customers’ enquiry calls would in turn increase sales.
- Special offer for used car enquiries*: a special offer (breakdown cover, free checks etc) on used cars was not being highlighted as a key benefit of doing business through the dealerships.
*This part of the programme started from January 2015.
Dekra had already started using Business Systems’ OPEX Hosting Call Recording services for smaller scale projects. However, dealing with almost 200 dealerships across the UK, they wanted increased flexibility and functionality to enable them to run their business performance optimisation programme effectively and with the same high quality and visibility as if they were all at the same location.
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