The data in this report represents the Caller's Journey for 50 Automotive Dealers across the United States. Brands are mixed.

1. Top 50 Dealer Metrics- Blended
CallRevu, LLC
September, 2010
Today's Date: 10/01/2010

2. 1253 544 658 627 571 124 0 519 370 385 394 389 0 347 1389 178 422 106 182 66 0 112 154 155 172 127 0 110 1
Calls and Appointments - Summarized Calls (Top 15)
39,935
12,176
Total Calls
Unique Calls
Multiple Calls
5803
5917
14225
3350
447
1111
1544
8078
Total Calls By Department
New
Used
Service
Parts
Body Shop
Finance
Administrative
Other

3. Phone Handling Total Percentage Goal
Total Calls 5803
Transfer Mis-Directed 11 0% 1%
Terminated Calls (pre Voice Mail) 340 6% 2%
Reached Voice Mail - Left Message 402 7% 5%
Reached Voice Mail - No Message 368 6% n/a
Reached Wrong Department 9 0% n/a
Caller Does Not Reach Agent 1130 19% 10%
Phone Skills Total Percentage Goal
Agent Identified 3945 84% 90%
Customer Information Obtained 2565 55% 75%
Agent Set Appointment 1369 24% 40%
Same Day Appointment Set 657 48% 50%
Phone Skills Total Percentage Goal
Call Off-Lined for Return Call 1298 28% 15%
Customer States Never Received Returned Call 32 2% 0%
Department Review - New/Lease

4. Phone Handling Total Percentage Goal
Total Calls 5917
Transfer Mis-Directed 9 0% 1%
Terminated Calls (pre Voice Mail) 240 4% 2%
Reached Voice Mail - Left Message 196 3% 5%
Reached Voice Mail - No Message 136 2% n/a
Reached Wrong Department 3 0% n/a
Caller Does Not Reach Agent 584 10% 10%
Phone Skills Total Percentage Goal
Agent Identified 4934 93% 90%
Customer Information Obtained 3366 63% 75%
Agent Set Appointment 1647 28% 40%
Same Day Appointment Set 862 52% 50%
Phone Skills Total Percentage Goal
Call Off-Lined for Return Call 1819 34% 15%
Customer States Never Received Returned Call 29 2% 0%
Department Review - Used

5. Phone Handling Total Percentage Goal
Total Calls 14225
Transfer Mis-Directed 13 0% 1%
Terminated Calls (pre Voice Mail) 769 5% 2%
Reached Voice Mail - Left Message 1027 7% 5%
Reached Voice Mail - No Message 900 6% n/a
Reached Wrong Department 32 0% n/a
Caller Does Not Reach Agent 2741 19% 10%
Phone Skills Total Percentage Goal
Agent Identified 8728 76% 90%
Customer Information Obtained 3720 32% 75%
Agent Set Appointment 5798 41% 50%
Same Day Appointment Set 1302 22% 50%
Phone Skills Total Percentage Goal
Call Off-Lined for Return Call 1050 9% 15%
Customer States Never Received Returned Call 42 4% 0%
Department Review - Service

6. Phone Handling Total Percentage Goal
Total Calls 3350
Transfer Mis-Directed 7 0% 1%
Terminated Calls (pre Voice Mail) 216 6% 2%
Reached Voice Mail - Left Message 85 3% 5%
Reached Voice Mail - No Message 138 4% n/a
Reached Wrong Department 13 0% n/a
Caller Does Not Reach Agent 459 14% 10%
Phone Skills Total Percentage Goal
Agent Identified 2085 72% 90%
Customer Information Obtained 414 14% 75%
Agent Set Appointment 414 12% 25%
Same Day Appointment Set 268 65% 50%
Phone Skills Total Percentage Goal
Call Off-Lined for Return Call 186 6% 15%
Customer States Never Received Returned Call 15 8% 0%
Department Review - Parts

8. Staffing Opportunities - Sales Department
0
500
1000
1500
2000
2500
3000
Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Call Volume by Day
Missed Calls Reached Voicemail Appointments Total Calls

9. Staffing Opportunities - Sales Department
0
200
400
600
800
1000
1200
1400
7:00 AM 8:00 AM 9:00 AM 10:00 AM 11:00 AM 12:00 PM 1:00 PM 2:00 PM 3:00 PM 4:00 PM 5:00 PM 6:00 PM 7:00 PM 8:00 PM 9:00 PM 10:00 PM 11:00 PM 12:00 AM
Call Volume by Hour
Missed Calls Reached Voicemail Appointments Total Calls

10. Staffing Opportunities - Fixed Ops
0
500
1000
1500
2000
2500
3000
3500
4000
4500
5000
Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Call Volume by Day
Missed Calls Reached Voicemail Appointments Total Calls

11. Staffing Opportunities - Fixed Ops
0
500
1000
1500
2000
2500
7:00 AM 8:00 AM 9:00 AM 10:00 AM 11:00 AM 12:00 PM 1:00 PM 2:00 PM 3:00 PM 4:00 PM 5:00 PM 6:00 PM 7:00 PM 8:00 PM 9:00 PM 10:00 PM 11:00 PM 12:00 AM
Call Volume by Hour
Missed Calls Reached Voicemail Appointments Total Calls