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* 1. What is the average number of daily questions you receive regarding vehicle technical features?

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* 2. What is the nature of the calls you receive regarding vehicle technical features?

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* 3. What is the structure of the teams handling technical calls?

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* 4. What are the operating days and hours for teams taking technical calls (e.g. M-F 8-5pm, S 8-12pm)?

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* 5. Do you have a support network for the team handling these inquiries?

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* 6. What are your current training resources for this team?

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* 7. What is the percentage of inquiries handled within one phone call (first call resolution)?

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* 8. How is data from the calls disseminated to other internal departments such as Marketing and product engineering?

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* 9. What is the percentage of calls escalated that require more information from other departments?

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* 10. What is the percentage of calls that require escalation due to complaints?

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* 11. List any best practices for handling technical calls.

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