What is a Contact Center?
A contact center is different from a call center in that in addition to managing inbound and outbound voice calling, they can also manage customers with emails, chat, and SMS applications. Contact centers can be a bit more niche and are able to distribute calls efficiently, while also keeping customer satisfaction high and dropped calls down.
Contact Centers can work with customized scripts based on any company or industry. They are often more like an internal customer service department in that they work as a cohesive unit with a similar goal, despite being in separate cubes or desks. This can help create tighter security when handling sensitive materials and data.
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Answer your calls. Fill your schedule. Increase profitability.
"Customer Traac lets my advisors forget about the phones and stay in the drive where they belong. Their support has been instrumental in helping us manage our growth over the last couple years."
CONTACT CENTER OUTSOURCING WITH CUSTOMER TRAAC
We Use Omni-Channel Marketing
Omni-channel contact centers help close the loop on the customer service experience. Omni-channel marketing creates a seamless experience across all points of contact including voice, text, email, and even social media. Being able to meet the needs of customers who opt out of phone calls and want email or text replies helps alleviate the stress of having to make time for phone calls in a busy schedule. Or vice versa, for those who prefer speaking with someone directly as their preferred communication channel. Either way, having an omni-channel presence and mastering each of those communication avenues can make all the difference between a poor and great customer service experience.
We Specialize in Car Dealerships
Massive contact centers who don’t funnel their expertise into one niche are unable to provide the best service or meet customer needs. By focusing solely on car dealerships, our customer service professionals are experts at helping your customers and can accurately and efficiently solve their problems and meet their needs. Our staff are trained specifically in the automotive industry, unlike those at larger call centers.
We Eliminate Missed Calls Through Call Distribution
No longer do customers have to be put on hold or leave a voicemail at your business. Customer Traac's call center and automotive BDC takes that pressure off your business and salespeople, as we can answer inbound calls and nearly eliminate missed and dropped calls. We do this through call distribution, meaning we spread your call volume across multiple agents, which accelerates response time and eliminates call backup.
We Focus on Follow-Up Calling to Increase Customer Retention
Customer Traac's contact center focuses heavily on follow-up calls because confirming appointments and following up on no-shows are key to customer retention. Unlike in-house agents, our contact center professionals have the time and resources to focus on following up with your customers.
We Focus on Exceptional Customer Service for Dealerships
Outsourcing your contact center to Customer Traac will enhance your customer experience. Our specialists have decades of combined experience and are high trained to provide superior customer service in the automotive industry. While your dealership has many focuses, our only focus is helping your customers and ensuring they have an excellent experience with your dealership.
REASONS FOR CONTACT CENTER OUTSOURCING
It's Cost-Effective
Looking at granular financial metrics of what it costs for in-house call centers shows the cost-effectiveness of outsourcing your contact center. Everything from training and breaks to downtime and dropped calls are all being paid for with in-house teams. Also, keeping in-house teams managed, staffed, and efficient significantly raises the cost-per-call. Outsourced call centers include that flat cost in everything. There is no need to recruit new people, keep them managed, or account for sick days and breaks. Your phones will always be fully staffed during work hours and you'll be able to manage call volume efficiently and at a lower cost-per-call. And you'll even be able to receive more calls per day.
Increase in Customer Satisfaction, Decrease in Dropped Calls
Outsourcing your contact center leads to faster response times, diligent follow-up calling, more efficient scheduling, and a more pleasant experience in general for your customers. While in-house agents put more people on hold and thus lose more customers to dropped calls, outsourced contact centers offer premium customer support in a quick and effective manner, which reduces dropped calls and allows customers to resolve their issues within minutes.
Outsourced Call Centers are More Scalable
Outsourced call centers are not only more flexible, but are also more scalable than call centers that are in-house. Outsourced BDCs can plan for high call volumes throughout the day because their staff are trained to provide excellent customer service while keeping calls as brief as possible. They have the time, size, and numbers to scale for ebb and flow of seasonal changes or major campaigns, especially in the automotive industry.
Why Choose Customer Traac?
For 30 years, Customer Traac has improved performance and profitability in dealerships across the country because of our expertise in the industry, our highly knowledgeable and professional team, and our scalability that helps keep dealerships doing what they do best - selling cars!
OUR VIRTUAL AUTOMOTIVE BDC IS YOUR COST-SAVING SOLUTION TO INBOUND AND OUTBOUND CALL MANAGEMENT
Over the course of 30 years, Customer Traac has helped hundreds of automotive dealerships across the country improve performance and profitability.
CONVERT MORE CALLS TO APPOINTMENTS
ANSWER YOUR CALLS
All your calls answered - no long waits, no dropped calls, no missed opportunities
FILL YOUR SCHEDULE
Convert more calls to appointments, load your shop effectively - every day
INCREASE PROFITABILITY
Sales per repair order increases when calls are answered and service advisors can focus on the guest