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Right First Time Contact Centre Presentation

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Introduction to the Right First Time Customer Standard

Introduction to the Right First Time Customer Standard

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Transcript

  • 1.  
  • 2. A new Customer Standard for First Call Resolution. From Contact Centre Research Already built a successful stable of contact centre research programmes Design influenced by 270 organisations attending FCR Masterclass
  • 3. Research Process
    • IVR Survey-based
    • Completed with minimal management time
    • Rapid set up
    • MOT format
    • Standardised questions
    • Controlled conditions
    • Real time dashboard
    • Strong reporting capabilities
  • 4. Clearing the Bar
    • 65 % award level
    • 300 Questionnaires
    • Controlled delivery
  • 5. Branding Initiative
    • Carefully Constructed
    • For the Consumer
    • Clear honest differentiation of contact centres based on their ability to satisfy Right First Time
    • Not a Trade Contest
    • Meticulous brand design
    • Independence
  • 6. Thorough Consumer Development
  • 7. Exposing the Brand to the Public
    • In 2010 50 major organisations will be using this brand in public promotions, cross fertilising the concept of an elite group of organisations in the public domain.
    • Brand promotion by ourselves will be focused on moving media, taxi livery advertising, and social network marketing.
    • Lots of great marketing ideas and opportunities
    • Regulated duration of use
  • 8. Using the Brand to Motivate Your Team
  • 9. Find Out More Today
    • Contact me Mike Allen on
    • Tel:- +44 (0)1978 710483/07766 950014
    • Email:- [email_address]

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