Outbound Calling is now available via CPR Encompass! This new feature within Encompass Calling will help you book & confirm appointments from claims and the website, and nurture leads that come in via your new phone system.
How does it work?
Using information from several sources, including the calls that come in to your location, we've created calling groups to help you reach out to current customers and leads.
Available Calling Groups
Claims Pending Appointments
This calling group contains customers who have submitted claims, but have yet to schedule appointments; allowing you to call them to get scheduled. Included with Outbound Calling is also the 'click to call' capability on the Claims Pending Appointments report.
Missed Calls
This calling group compiles a list of missed calls that come in to your IVR number and creates a list for you to call back.
Leads
This calling group provides you with a list of potential customers who have filled out repair inquiries on the website for your location, but have not scheduled a repair appointment. Please note this does not include leads listed from RepairQ that have scheduled appointments.
Scheduled Appointments
This calling group provides you a list of customers with upcoming scheduled appointments and appointments that occurred within the past 24 hours so you can provide appointment reminders for upcoming appointments, or follow up and reschedule missed appointments.
When you go to call a customer, you are presented on the screen any information that can be provided about the customer, including notes and call history, as well as a script to help guide you through the phone call. At the end of the call, you can mark it as 'Resolved' or 'Not Resolved' depending on the outcome and add any notes.
For a full walkthrough of making an Outbound Call, click here.
How do I access Outbound Calling?
If your location's IVR is set up through Encompass, you will be able make Outbound Calls. If your IVR is not set up, head over to the IVR Set Up to get started, or click here to learn more about the system.
Who can make Outbound Calls?
Any user at your location that has a log in to CPR Encompass can make Outbound Calls.
What are the benefits of Outbound Calling?
There are many benefits to Encompass Outbound Calling. Here are a few:
Take advantage of every lead
Easily schedule repairs for customers who have requested quotes or started claims
Ability to add notes to calls for future needs
Measure the efficacy of phone calls at the store level
Control the conversation with Franchise-level scripts
What else do I need to know?
Great question! Our Help Center has a lot of resources to set you up for success in Encompass Outbound Calling. Click any of the links below to access additional info: