Employee training initiatives alone won’t improve job performance.
Holly Markel, on Jun 10, 2019 2:37:29 PM
Poppy Reede, on Aug 27, 2018 10:30:00 AM
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.
Peter Falkowski, on Aug 23, 2016 4:03:59 PM
Happy customers become retained customers who stay in your sales cycle. Since customers experience both sides in your dealership, Sales and Service should support one another to improve customer satisfaction. Keep in mind that for every 20 calls to Service, there’s one call to Sales, so New Sales can get started in Service, especially if you’re a dealership taking steps to improve satisfaction and retention.
Michael Markette, on Jul 18, 2016 1:00:00 PM
Answering the incoming calls to your dealership is the first step to providing an excellent customer experience. The way your front line staff, receptionist, or sales people answer the phone depends on your dealership's scripts and guidelines. But the way they interact should be guided by how your callers are greeting them -- a skill that requires some training to perfect.
Let's examine two examples to see how your dealership can improve phone processes based on how the caller greets your phone agent.