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How to Improve
First Call
Resolution?
Well, apart from a good product, they want their
queries resolved immediately. Thus, the primary
goal for every business remains customer
satisfaction. And this is where first call resolution
comes into play.
What do customers want?
What is first call resolution?
First call resolution is also known
as FCR or first contact resolution.
It is a business practice that
involves answering customer
queries and resolving issues at
the very first contact, without
further follow-up calls.
Let us understand ways to
improve first call
resolution and enable
businesses to reach a new
level.
1. Quick Response
One of the key methods to improve
FCR is to answer the client's call
quickly. As per a Hubspot study, 90%
of consumers demand an immediate
reply from businesses, whereas, for
60% of clients, immediate response
means 10 mins or less. One can only
imagine, then, the promptness with
which agents need to act.
2. Q-A Forms Implementation
Contact centre Q-A forms help the
business to monitor the agent’s
activity and quality of client
interaction. Vital feedback forms can
be utilised to improve factors like
identifying contact centre trends and
more to help businesses strengthen
FCR.
3. CSAT Surveys
The CSAT (Client Satisfaction)
survey allows the company to
evaluate the level of client
satisfaction once the interaction
gets over. This technique helps
businesses to assess how happy
clients are with their service. The
company can then improve on
areas that lack quality and deliver a
better customer experience next
time.
4. Timely Re-evaluation of Methods
It’s essential for every company to
understand the strengths and flaws of
their client service professionals to
improve the FCR rate. Regular
evaluation of an agent’s call and
emails can help businesses figure
individual agent performance. Also,
agents are more active when they
work on the company’s internal
processes.
Agents help customers better
when the company empowers
them to do so. Giving them the
authority that they need,
encouraging them to think above
and beyond, holding regular
training sessions for them,
connecting them with the
company’s experts––these are just
some of the ways that businesses
can add confidence in their agents.
5. Empower The Agents
Acefone delivers cloud-based
communication services such as cloud phone
systems, free phone number, and contact
centre solutions.
We offer VoIP services that bring you
experience of customizable features with
cost-effective plans.
To know more visit:
www.acefone.com/uk
or you can call us at:
0800-084-3663
About Us
Checkout Some Other SlideShares
Connect With Us

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How To Improve First Call Resolution

  • 1. How to Improve First Call Resolution?
  • 2. Well, apart from a good product, they want their queries resolved immediately. Thus, the primary goal for every business remains customer satisfaction. And this is where first call resolution comes into play. What do customers want?
  • 3. What is first call resolution? First call resolution is also known as FCR or first contact resolution. It is a business practice that involves answering customer queries and resolving issues at the very first contact, without further follow-up calls.
  • 4. Let us understand ways to improve first call resolution and enable businesses to reach a new level.
  • 5. 1. Quick Response One of the key methods to improve FCR is to answer the client's call quickly. As per a Hubspot study, 90% of consumers demand an immediate reply from businesses, whereas, for 60% of clients, immediate response means 10 mins or less. One can only imagine, then, the promptness with which agents need to act.
  • 6. 2. Q-A Forms Implementation Contact centre Q-A forms help the business to monitor the agent’s activity and quality of client interaction. Vital feedback forms can be utilised to improve factors like identifying contact centre trends and more to help businesses strengthen FCR.
  • 7. 3. CSAT Surveys The CSAT (Client Satisfaction) survey allows the company to evaluate the level of client satisfaction once the interaction gets over. This technique helps businesses to assess how happy clients are with their service. The company can then improve on areas that lack quality and deliver a better customer experience next time.
  • 8. 4. Timely Re-evaluation of Methods It’s essential for every company to understand the strengths and flaws of their client service professionals to improve the FCR rate. Regular evaluation of an agent’s call and emails can help businesses figure individual agent performance. Also, agents are more active when they work on the company’s internal processes.
  • 9. Agents help customers better when the company empowers them to do so. Giving them the authority that they need, encouraging them to think above and beyond, holding regular training sessions for them, connecting them with the company’s experts––these are just some of the ways that businesses can add confidence in their agents. 5. Empower The Agents
  • 10. Acefone delivers cloud-based communication services such as cloud phone systems, free phone number, and contact centre solutions. We offer VoIP services that bring you experience of customizable features with cost-effective plans. To know more visit: www.acefone.com/uk or you can call us at: 0800-084-3663 About Us
  • 11. Checkout Some Other SlideShares Connect With Us