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2010 RIGHT FIRST TIME STANDARD PRESENTATION
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2010 RIGHT FIRST TIME STANDARD PRESENTATION

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  • 1. Guide to Taking Part Right First Time Contact Centre Catalyst for Better Care First Contact Resolution Improvement Standard
  • 2. Easy Set Up ● RFT standard questionnaire. ● Client configures agent speed dials. ● We customise questionnaire voice recording to your brand HOWIT RUNS
  • 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. 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. 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. 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. 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. 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. Using the Platform
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  • 15. n Verbatum
  • 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. 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. 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. 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. 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