Top 50 Dealer Metrics- Blended

CallRevu, LLC

September, 2010Today's Date: 10/01/2010

1253 544 658 627 571 124 0 519 370 385 394 389 0 347 1389 178 422 106 182 66 0 112 154 155 172 127 0 110 1Calls and Appointments - Summarized Calls (Top 15)

39,935

12,176

Total Calls

Unique Calls

Multiple Calls

5803

5917

14225

3350

447

1111

1544

8078

Total Calls By Department

New

Used

Service

Parts

Body Shop

Finance

Administrative

Other

Phone Handling Total Percentage Goal

Total Calls 5803

Transfer Mis-Directed 11 0% 1%

Terminated Calls (pre Voice Mail) 340 6% 2%

Reached Voice Mail - Left Message 402 7% 5%

Reached Voice Mail - No Message 368 6% n/a

Reached Wrong Department 9 0% n/a

Caller Does Not Reach Agent 1130 19% 10%

Phone Skills Total Percentage Goal

Agent Identified 3945 84% 90%

Customer Information Obtained 2565 55% 75%

Agent Set Appointment 1369 24% 40%Same Day Appointment Set 657 48% 50%

Phone Skills Total Percentage Goal

Call Off-Lined for Return Call 1298 28% 15%Customer States Never Received Returned Call 32 2% 0%

Department Review - New/Lease

Phone Handling Total Percentage Goal

Total Calls 5917

Transfer Mis-Directed 9 0% 1%

Terminated Calls (pre Voice Mail) 240 4% 2%

Reached Voice Mail - Left Message 196 3% 5%

Reached Voice Mail - No Message 136 2% n/a

Reached Wrong Department 3 0% n/a

Caller Does Not Reach Agent 584 10% 10%

Phone Skills Total Percentage Goal

Agent Identified 4934 93% 90%

Customer Information Obtained 3366 63% 75%

Agent Set Appointment 1647 28% 40%Same Day Appointment Set 862 52% 50%

Phone Skills Total Percentage Goal

Call Off-Lined for Return Call 1819 34% 15%Customer States Never Received Returned Call 29 2% 0%

Department Review - Used

Phone Handling Total Percentage Goal

Total Calls 14225

Transfer Mis-Directed 13 0% 1%

Terminated Calls (pre Voice Mail) 769 5% 2%

Reached Voice Mail - Left Message 1027 7% 5%

Reached Voice Mail - No Message 900 6% n/a

Reached Wrong Department 32 0% n/a

Caller Does Not Reach Agent 2741 19% 10%

Phone Skills Total Percentage Goal

Agent Identified 8728 76% 90%

Customer Information Obtained 3720 32% 75%

Agent Set Appointment 5798 41% 50%Same Day Appointment Set 1302 22% 50%

Phone Skills Total Percentage Goal

Call Off-Lined for Return Call 1050 9% 15%Customer States Never Received Returned Call 42 4% 0%

Department Review - Service

Phone Handling Total Percentage Goal

Total Calls 3350

Transfer Mis-Directed 7 0% 1%

Terminated Calls (pre Voice Mail) 216 6% 2%

Reached Voice Mail - Left Message 85 3% 5%

Reached Voice Mail - No Message 138 4% n/a

Reached Wrong Department 13 0% n/a

Caller Does Not Reach Agent 459 14% 10%

Phone Skills Total Percentage Goal

Agent Identified 2085 72% 90%

Customer Information Obtained 414 14% 75%

Agent Set Appointment 414 12% 25%Same Day Appointment Set 268 65% 50%

Phone Skills Total Percentage Goal

Call Off-Lined for Return Call 186 6% 15%Customer States Never Received Returned Call 15 8% 0%

Department Review - Parts

Staffing Opportunities - Sales Department

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Monday Tuesday Wednesday Thursday Friday Saturday Sunday

Call Volume by Day

Missed Calls Reached Voicemail Appointments Total Calls

Staffing Opportunities - Sales Department

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7:00 AM 8:00 AM 9:00 AM 10:00 AM 11:00 AM 12:00 PM 1:00 PM 2:00 PM 3:00 PM 4:00 PM 5:00 PM 6:00 PM 7:00 PM 8:00 PM 9:00 PM 10:00 PM 11:00 PM 12:00 AM

Call Volume by Hour

Missed Calls Reached Voicemail Appointments Total Calls

Staffing Opportunities - Fixed Ops

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Call Volume by Day

Missed Calls Reached Voicemail Appointments Total Calls

Staffing Opportunities - Fixed Ops

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Call Volume by Hour

Missed Calls Reached Voicemail Appointments Total Calls