Holly Markel, on Apr 10, 2019 10:16:51 AM
Holly Markel, on Apr 7, 2019 11:27:24 AM
Missed calls and poor call routing mean more than just a missed opportunity to connect with a customer or prospect. When customers can’t connect with a business, customer churn increases, brand perception decreases, and the overall caller experience is tarnished.
Michael Markette, on Mar 30, 2019 11:28:30 AM
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.
Only 4% of dealership employees state their first and last name when receiving a phone call. Compare this to the 90% of employees who state their first and last name, and often title in their voicemail greeting. We tend to get focused when recording our voicemail greeting. We often change our voice inflection and record the greeting 3 or 4 times before we are happy with it. Why don’t we take that same conscious approach to handling our customers phone calls?
Some salespeople will say that they hate using scripts when answering calls, but the reality is that scripts can be a real advantage in the dealership's sales methodology. Word tracks, or scripts, for boat salespeople are becoming more accepted and leading boat dealerships see clear advantages to using them.