Transcript Voice Documentation for Healthcare

The Right Choice for Call Recording
Improving Auto Dealership
Operations
Tracer Quality Assurance and Marketing ROI Solution
WWW.OAISYS.COM
The Right Choice for Call Recording
Automotive Market Overview
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Over 20,000 auto
dealerships nationwide
US new vehicle sales in
2007 were 16.1 million
units*
*(Source: Autodata Corporation)
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The national average of a
customer’s lifetime
revenue value is
$175,000 (sales, service,
referrals, etc.)
Advertising expenses for
the average dealership in
2005 were over
$350,000 *
Newspapers
• $118,790
Radio
• $63,585
Television
• $70,410
Is it money
$364,619
well spent?
Direct Mail
• $36,146
Other
• $35,556
*Source: NADA Data
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The Right Choice for Call Recording
The Business Challenge
Advertising/marketing ROI relies on
insight to campaign effectiveness
 Sales team call performance requires
ongoing evaluation to avoid critical and
costly customer service mistakes
 Customer Satisfaction Index (CSI) scores
used by manufacturers to determine
inventory allocation, dealer incentives,
discount level, etc.

WWW.OAISYS.COM
The Right Choice for Call Recording
The Tracer Solution
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Comprehensive marketing campaign
reporting and interaction management
platform
Generate reports on every call
(inbound/outbound, local, long distance, tollfree)
Built-in, customizable reporting features
pinpoint where calls originated and from
which campaign
Easy access to call recordings for evaluation,
training and dispute resolution
WWW.OAISYS.COM
The Right Choice for Call Recording
Key Tracer Features

Integrated live call monitoring with pause,
rewind, fast forward and IM
◦ Perfect for quality assurance, real-time coaching
and personnel development
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Desktop video recording
◦ Integrated video replay to audit PC use during
calls
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Employee evaluations and quality reporting
◦ Proactively develop personnel and control quality
WWW.OAISYS.COM
The Right Choice for Call Recording
Key Tracer Features
Live Call Monitor
Desktop Video
Playback
Evals & Reporting
WWW.OAISYS.COM
The Right Choice for Call Recording
Marketing Benefits
Capture detailed
caller contact
information to enable
more targeted
campaigns
 Gain insight into
which campaigns are
working and allocate
marketing resources
more effectively
 Drill down further to
actually hear calls and
gauge consumer
response

WWW.OAISYS.COM
The Right Choice for Call Recording
Customer Satisfaction Benefits

Improve sales team
performance through call
evaluation and coaching
◦ Real-time notification of
abandoned calls
◦ Live monitoring enables
immediate performance
improvement
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Eliminate phone abuse and
enhance employee
productivity
Resolve service
department disputes and
preserve dealership
credibility
WWW.OAISYS.COM
The Right Choice for Call Recording
Competitive Offerings

Who’s Calling
◦ Hosted service offering (application is “in the
cloud”), dealer pays a monthly service fee
◦ Dealer gets the use of 800 numbers
◦ ANI/DNIS powered caller information
◦ Call recordings retained for last 30 days
◦ Average cost range of $1,000 - 3,000 month,
may also include a T-1 span line
WWW.OAISYS.COM
The Right Choice for Call Recording
Competitive Offerings

800 Response
◦ Offers vanity 800 numbers, no local number
presence
◦ Dealer does not own the number
◦ Numbers are area-specific (competitors can
use the same number in other locations)
◦ Limited call tracking reports
WWW.OAISYS.COM
The Right Choice for Call Recording
The Tracer Advantage
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Captures data on every call (inbound/outbound, local,
long distance, toll-free), every lead is accounted for
Eliminate unexpected cost increases with flexible
purchasing options
Maintains a local area presence, versus impersonal
800 number approach
Call data stored securely “in-house”, not remotely
alongside competitor’s data
No time constraints for data storage, keep recordings
as long as desired
Unrivaled customer service and support network
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The Right Choice for Call Recording
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