First Call Resolution Snapshot
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First Call Resolution Snapshot

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In a recent survey of nearly 200 webinar registrants and attendees, call center executives share their experiences around first call resolution as well as modes of communication throughout the call ...

In a recent survey of nearly 200 webinar registrants and attendees, call center executives share their experiences around first call resolution as well as modes of communication throughout the call center. Read this benchmark for the full results.

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First Call Resolution Snapshot First Call Resolution Snapshot Presentation Transcript

  • First Call Resolution Snapshot May 2010
  • Results This readout contains responses to both a survey conducted prior to a webinar and the live poll results gathered during the webinar.
  • About the Survey First Call Resolution Webinar registrants asked to participate Online survey Results originally shared during webinar 05/18/2010 99 participants across industries
  • Agent Make-Up
  • Metric Importance Most highly ranked
  • Tracking of Key Metrics
  • FCR Measurement Other 8% Don't Measure 14% Voice Menu 0% Case 16% Management/CRM Telephone Survey 20% Script 2% CallBacks 14% IVR Surveys 11% QA Call Monitoring 16%
  • Update Occurrence
  • Impact of Cost Reductions
  • About the Polls Live polls during First Call Resolution webinar Results originally shared during webinar 05/18/2010 193 participants
  • FCR and Churn In your business is first call resolution linked to customer churn risk? No-not really 23% Yes-indirectly 46% Yes-directly 31%
  • Mission Critical Information What is your primary method of delivering mission critical information to agents? Other 9% Paper Communication 4% Email 40% Team huddles or classroom 42% Traditional e- learning 5%
  • Outsourcing Experience What things have you done to ensure a consistent experience for your customers when they interact with your outsourcers? (all that apply) Call routing based on performance 19% Change vendors 10% Increase training and 42% communications Pay for performance 29%
  • Additional Resources on FCR and Performance White Paper: Using Training to Achieve Enterprise Goals (Customer Experience, Sales, At-Home) Webinar related to these results: How Sprint Resolves FCR Once and for All Contact Debbie Dockery for more info: ddockery@knowlagent.com
  • About Knowlagent Knowlagent Call Center Talent Management software solutions work the way call centers do Hiring Training Coaching Easy to use, on-demand software No capital expenditures Deployable in 30 days Accessible via the Web www.knowlagent.com