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Right First Time Contact Centre Presentation
 

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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    Right First Time Contact Centre Presentation Right First Time Contact Centre Presentation Presentation Transcript

    •  
    • 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
    • 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
    • Clearing the Bar
      • 65 % award level
      • 300 Questionnaires
      • Controlled delivery
    • 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
    • Thorough Consumer Development
    • 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
    • Using the Brand to Motivate Your Team
    • Find Out More Today
      • Contact me Mike Allen on
      • Tel:- +44 (0)1978 710483/07766 950014
      • Email:- [email_address]