“It’s a great efficiency and success story. We can assure our Dealers are providing valuable, empathetic interactions on the thousands of customer calls each month, which builds our invaluable reputation in the market. All of these interactions are daunting to manage, especially when the management team is small. The only …

“We are in the process of trying to move agents away from mentioning to clients that we place a confirmation call the day prior their scheduled appointment. We’ve been able to identify that typically it was the agents who have been here for a while still using that method, and …