Outbound Training Glossary

Call Disposition – Selection used to determine the outcome of the attempt made on a record.

Concerned Customer – A concerned customer is any customer whom we speak to that has a negative response to any of the questions we ask. It is important to note that whenever a customer responds negatively to a survey question, we stop asking survey questions, show empathy, and go directly to our Concerned Conclusion. We don’t want to tell an unhappy customer about the survey as they will probably not give the dealership strong scores. Moreover, we are going to document the information in detail for our client in the text box NEXT to the question with the negative response and someone from the dealer will call them back to discuss their concerns.

Record – A customer record.

Satisfied Customer – A satisfied customer is one who goes through all the survey questions with positive responses. On these customers, we simply continue down our line of questions, making sure to change our drop-down selections to YES. At the end of the call, we will use our SATISFIED CUSTOMER CONCLUSION to wrap the call up. It is important that we take our time to go over the satisfied conclusion in entirety with these customers. We want to do our best to stress the importance of filling out the online survey!

Send Email to Dealer – To be checked when a customer needs to communicate something to the dealership that isn’t directly related to the survey. This button is also to be used if the customer requires a call back from the dealership. Be careful with this, you don’t need to click this box on concerned customers that have already responded negatively to a question above. If you do, the system will generate multiple alerts to that dealership.