As a result of increasing consumer expectations, many auto finance lenders are focused on driving more consultative conversations between agents and customers, which should drive more revenue.

Unfortunately, this strategy falls short of its potential because agents fail to adhere to key consultative behaviors in the call flow. This lack of behavior adherence manifests in performance gaps across your call center teams. What if you could increase average behavior adherence among your agents by double-digit percentages and close those performance gaps – how many millions of dollars in found revenue would that represent?

The ability to increase behavior adherence requires strategic mapping of your call flows to a set of behaviors that you can then track and coach to. Join VoiceOps in this educational session about mapping your call flows to the right behaviors. The session will cover:

• Why mapping your call flows to behaviors is an important step in increasing behavior adherence

• The strategic approach lenders should use to identify the behaviors they should be tracking for agent performance

• How VoiceOps partners with lenders to map call flows to behaviors and increase behavior adherence via coaching enablement