FAQ
These are some of the most often asked questions about our service.
Q: How does your system work? A: We provide your dealership with a DID (Direct Inbound Dial) number and that number is tied to our in-house IVR (Interactive Voice Response) system that we use to take the calls seamlessly from your dealership.
Q: How do you know the call is coming from my store? A: The IVR system has a feature called the whisper. This is a notification that our CSR gets when the call comes in and announces ahead of the caller the originating point of the call. Since the DID and the IVR are tied together, and we only issue one number per dealer, we know exactly where the call is coming from and answer the phone just like you would at your dealership.
Q: How do I set up the system on my end? A: You will want to check with your phone system provider to see how they can configure the system. If you have VOIP phones you may have someone there at the dealership that can program in an extension. Other than your phone system there is no other set up on your end.
A: That depends on how you want us to answer the calls for you. We have three basic methods: 1. End of longest line. This allow you to use us as the "phone of last resort." You would put our DID number in your system after everyone else in the dealership who could schedule an appointment has been given a chance to take the call. 2. Overflow. This allows you to send the calls to advisors or a BDC and if that group cannot take the call then it rolls out to us. 3. Full scheduling center. We become your inbound scheduling center and calls would be transferred straight out of reception to us. All three methods use the same DID and IVR system on our end, it just a matter of how you want the call to come out.
Q: How much does this service cost? A: Pay per appointment scheduled. You are provided with a weekly report showing the number of appointments scheduled.
Contact us and we will give you a free analysis of your current appointment scheduling system and determine which is the best option for you.
Q: What hours are you open to take calls?
A: We are open Monday through Friday 7:00AM to 11:00PM and Saturday 7:00AM to 9:00PM. All times are Eastern. We have a backup system that can handle calls after we close.
Q: How do we get notified about the appointment?
A: We work with every web-based appointment system, just supply us with the URL, a user name and password.