Effective communication is crucial for customer satisfaction and business success.
If you have already optimised your lead follow-up speed, TrackBack Scan is the logical next step.
TrackBack Scan is a powerful tool for measuring and tracking the quality of customer interactions. But what sets it apart?
Comprehensive Evaluation: Technical, Interpersonal, and Outcome-Based
TrackBack Scan evaluates three key areas of the interaction:
- Technical skills focus on mastering communication tools. Did the sales exec ask the right questions?
- Interpersonal skills highlight connection with customers, emphasising empathy, clarity, and engagement.
- Outcome-based performance measures the success of interactions—did they resolve queries or secure appointments?
Did you know that up to 72% of sales executives don’t ask prospective buyers for appointments? And 54% of customers say they’d pay extra for a better buying experience.
Customised Scoring Based on Pre-Agreed Measures
In automotive sales, one size does not fit all. The team at TrackBack collaborates with each client to establish clear, specific criteria for scoring calls and emails.
And each assessment point can be weighted to reflect your brand's goals and values.
Expert Analysis by Trained Customer Experience Analysts and Quality Control Managers
Our skilled team of Customer Experience Analysts and Quality Control Managers ensures every aspect of customer interaction is thoroughly assessed.
There's no AI or automation here— each evaluation is done by a human and overseen by an expert with years of automotive industry experience.
"The contact analysis service from TrackBack provides us with a regular and detailed insight into the quality of customer engagement, which in turn has helped to increase the customer experience and improve our customer retention rate." - James Butcher, Consumer Programmes Manager, Mazda Motors United Kingdom
TrackBack Scan is a bespoke solution. We know that our human-driven approach to analysing and reporting upon dealer and customer interactions gives our clients the data they need to enhance CX and generate more sales opportunities.
This gives dealerships information to help them improve the buyer experience and build lasting customer loyalty.