Go From Zero to Hero with Simple Processes and Metrics
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Go from Zero to Hero with Simple
Phone Processes and Metrics
Mike Haeg
Century Interactive
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1. Are inbound calls reaching someone who can help?
2. Appointment Requests
3. Promised Follow Ups
4. Outbound Connection Rates
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1. Are inbound calls reaching someone who can help?
2. Appointment Requests
3. Promised Follow Ups
4. Outbound Connection Rates
![Page 9: Go From Zero to Hero with Simple Processes and Metrics](https://reader034.fdocuments.net/reader034/viewer/2022052307/5562956fd8b42aa17d8b53bc/html5/thumbnails/9.jpg)
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“Is there something that I can help you with?”
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1. Are inbound calls reaching someone who can help?
2. Appointment Requests
3. Promised Follow Ups
4. Outbound Connection Rates
![Page 14: Go From Zero to Hero with Simple Processes and Metrics](https://reader034.fdocuments.net/reader034/viewer/2022052307/5562956fd8b42aa17d8b53bc/html5/thumbnails/14.jpg)
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88%
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1. Are inbound calls reaching someone who can help?
2. Appointment Requests
3. Promised Follow Ups
4. Outbound Connection Rates
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1. When we say we will
2. When we set a “Soft” appointment
3. When we have an upcoming “Hard” appointment
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1. Are inbound calls reaching someone who can help?
2. Appointment Requests
3. Promised Follow Ups
4. Outbound Connection Rates
![Page 22: Go From Zero to Hero with Simple Processes and Metrics](https://reader034.fdocuments.net/reader034/viewer/2022052307/5562956fd8b42aa17d8b53bc/html5/thumbnails/22.jpg)
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100 20 10 5
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200 40 20 10
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14%
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200 50 25 13 7
Live Conversations! The metric that matters!
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1. Work smarter – Not harder
2. Use a tracking line for caller ID
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1. Are inbound calls reaching someone who can help?
2. Appointment Requests
3. Promised Follow Ups
4. Outbound Connection Rates
![Page 31: Go From Zero to Hero with Simple Processes and Metrics](https://reader034.fdocuments.net/reader034/viewer/2022052307/5562956fd8b42aa17d8b53bc/html5/thumbnails/31.jpg)
Mike Haeg Century Interactive Director of Automotive Business Development mike@centuryinteractive 214-613-1170
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Federal law allows the recording of a telephone call with the consent of at least one party to the call. This means that if an individual places, receives, or joins a call, that individual may record the call without giving any warning or notice and may later make use of the recording. 12 states require the consent of all parties to record a telephone conversation - these are referred to as "Two-party consent states". California Massachusetts Connecticut Michigan Delaware Montana Florida New Hampshire Illinois Pennsylvania Maryland Washington To satisfy notification requirements, it is common for companies to include a short disclaimer at the beginning of a phone conversation. When calling customer service centers, you'll frequently hear a recorded announcement that says something to the effect of "This call may be monitored for quality assurance purposes."