A telecommunications company wanted to improve first-call resolution to enhance the customer experience and reduce costs. They implemented post-call surveys to identify issues causing multiple customer calls. Using the new "first-call resolution score" metric, they identified agent training needs and call handling practices to address. This led to a 25% improvement in first-call resolution within 10 months.

1. 25% IMPROVEMENT IN
FIRSTCALL RESOLUTION
SCORES
CONTACT CENTER,
TELECOMMUNICATIONS
COMPANY CASE STUDY

2. 2
CLIENT CHALLENGE
Customers had to call the company’s contact center multiple times to resolve a single
issue. Each call degraded the customer experience, while also costing the company time
and money. Our client needed to address this problem by improving first-call resolution.
SOLUTION
Implementing post-call phone surveys, the telecommunications company began learning
from customers about the specific issues, agents, and practices that were leading to
multiple calls. We created a “first-call resolution score” based off customer surveys to
measure and report on contact center performance.
CLIENT ACTION
The information provided helped the telecommunications company identify specific issues
and trends that were causing customers to call in multiple times. Our client used this
knowledge to resolve more customer issues during the initial call.
CLIENT RESULTS
Within the first 10 months of implementation, the telecommunications company improved
their first-call resolution score by 25 percent.
25% Improvement in firstcall resolution scores