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Zenith Dealer Solutions Blog

Poppy Reede

Recent Posts by Poppy Reede:

First Call Resolution (FCR) is Resolving a Caller’s Inquiry, Need or Problem on the First Phone Call.

FCR is a powerful metric. It provides insight into your process efficiency and skill level of those handling phone calls, serving as an important KPI for your overall caller experience. Yet, it is one of the most difficult data points to correctly assess and measure.

Topics: SEO retention Appointments phone training Dealership Sales, Dealership Service Scripts Mystery Shopping Service Department listen

Create Brand Evangelists through Great Phone Calls and Boost Your Customer Lifetime Value

Lifetime Value (“LTV”) of a customer is the projected revenue that a customer will generate during their lifespan with your company. Once you understand how much a customer could potentially spend over the course of a lifetime, you’re able to allocate resources such as customer acquisition and retention programs to keep your customers calling back.

Topics: marketing phone skills