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Guide to Taking Part
Right First Time Contact Centre Catalyst for Better Care
First Contact Resolution
Improvement Standard
Easy Set Up
● RFT standard
questionnaire.
● Client configures agent
speed dials.
● We customise
questionnaire voice
record...
Agent Surveys
● Agents collect 300
complete surveys.
● Cherry picking quality
control throughout.
● Client can monitor
pro...
Real Time Results
● Pass Score 65% FCR
caller voted
● Customer Magic
Moments & Misery
voice recorded for
feedback later.
●...
Pass or Clip the Bar
● Success 65% +
● Awarded use of RFT
Brand for 12 months.
● "Came Close" Below
65% totaly confidentia...
Feedback & Action Planning
● The online reporting
system gives instant
feedback.
● Shows repeat reasons in
full text.
● Re...
Promote Your Success
● High quality internal
signage
● Our accessory shop
offers gifts for staff
● Promotion to trade
pres...
June Charity Ball
● All proceeds go to
Children in Need
● Reward the front line
troops
● Awards Ceremony
● Meet your fello...
Using the Platform
n
n
n
n
n
n
Verbatum
Ongoing Telephone & Dating Support
● We provide a dating
service between
members to meet and
swap experience of
success.
●...
Benchmarking Study FCR in Practice
● 120 Service Organisations
have contributed to our
quantitative assessment of
FCR in P...
Leading & Developing FCR in a World
Class Service Organisation
● Improvement programme for
Leadership Teams.
● Groups cons...
Right First Time Tracker FCR & CSAT
Monitoring
● We offer our IVR Survey Platform for
ongoing use as Right First Time
Trac...
Discussion Group via Linked In
● The Right First Time
Contact Centre Discussion
Group has almost 200
members on Linked In....
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2010 RIGHT FIRST TIME STANDARD PRESENTATION

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Transcript of "2010 RIGHT FIRST TIME STANDARD PRESENTATION"

  1. 1. Guide to Taking Part Right First Time Contact Centre Catalyst for Better Care First Contact Resolution Improvement Standard
  2. 2. Easy Set Up ● RFT standard questionnaire. ● Client configures agent speed dials. ● We customise questionnaire voice recording to your brand HOWIT RUNS
  3. 3. Agent Surveys ● Agents collect 300 complete surveys. ● Cherry picking quality control throughout. ● Client can monitor progress in real time online throughout process. HOWIT RUNS
  4. 4. Real Time Results ● Pass Score 65% FCR caller voted ● Customer Magic Moments & Misery voice recorded for feedback later. ● Recording converted to text in real time throughout, see repeat reasons. HOWIT RUNS
  5. 5. Pass or Clip the Bar ● Success 65% + ● Awarded use of RFT Brand for 12 months. ● "Came Close" Below 65% totaly confidential ● What went wrong assessment & action retake HOWIT RUNS
  6. 6. Feedback & Action Planning ● The online reporting system gives instant feedback. ● Shows repeat reasons in full text. ● Repeat calls quantified ● Graphical analysis of performance HOWIT RUNS
  7. 7. Promote Your Success ● High quality internal signage ● Our accessory shop offers gifts for staff ● Promotion to trade press & local media ● Deploying the brand to your customers HOWIT RUNS
  8. 8. June Charity Ball ● All proceeds go to Children in Need ● Reward the front line troops ● Awards Ceremony ● Meet your fellow participants in relaxing surrounding HOWIT RUNS
  9. 9. Using the Platform
  10. 10. n
  11. 11. n
  12. 12. n
  13. 13. n
  14. 14. n
  15. 15. n Verbatum
  16. 16. Ongoing Telephone & Dating Support ● We provide a dating service between members to meet and swap experience of success. ● Clients are also free to call us for impartial advice on technology & methodologies RFT Aftercare
  17. 17. Benchmarking Study FCR in Practice ● 120 Service Organisations have contributed to our quantitative assessment of FCR in Practice Benchmark ● Including in-depth interviews with senior industry figures. ● Workshop presentations too. RFT Aftercare
  18. 18. Leading & Developing FCR in a World Class Service Organisation ● Improvement programme for Leadership Teams. ● Groups consist of two delegates from 8 clients. ● The 5 day programme is spread over 12 months. ● Expert course leaders covering Lean Sigma, Change Management & Evaluating Technology Options ● Away Day and Client Premises Based RFT Aftercare
  19. 19. Right First Time Tracker FCR & CSAT Monitoring ● We offer our IVR Survey Platform for ongoing use as Right First Time Tracker. ● Clients can generate individual agent, product and centre-wide FCR metrics. ● The platform improves targeting of playback coaching calls to agents. ● Also clients own CSAT questionnaires can be delivered on our platform. RFT Aftercare
  20. 20. Discussion Group via Linked In ● The Right First Time Contact Centre Discussion Group has almost 200 members on Linked In. ● A great place to discuss your challenges, job opportunities as well as programme experiences RFT Aftercare
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