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Zenith Dealer Solutions Blog

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

The Value Of Mystery Shopping For Dealers

Selling high-end products such as boats requires an understanding that the customer journey from interest to purchase is very different from ordinary B2C sales. Customers think and behave differently when buying expensive items and the sales cycle often mimics a B2B transaction cycle. Your dealership needs to have insight to this buying process to makes necessary improvements.

Topics: ROI Customer Satisfaction Dealership Performance Mystery Shopping