This document describes several services related to improving first call resolution (FCR) capabilities. It includes: 1) An FCR audit process that evaluates organizations' FCR performance through customer surveys and provides real-time dashboards of results. 2) A professional development program to help leaders improve their FCR strategies and develop action plans. 3) A branding initiative that differentiates contact centers based on their FCR abilities using a rigorous design and testing process involving the public.

2. What is it?

Audit of Your First Contact
Resolution Capabilities

Group-based Professional
Development Programme for those
seeking to Lead & Manage a World
Class Service Organisation

Consumer & Staff Branding
Exercise based on the Right First
Time Badge of Honour

3. 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 325
organisations attending FCR
Masterclass

4. FCR Audit Process

Confidential Survey Process

Trial attempt followed by actual FCR
MOT

Standardised process between
participating organisations

Results available immediately – via
our real time dashboard

Strong reporting capabilities including
speech to text conversion of verbatim
comments

Opportunity to run continuously as a
tracking tool

5. Clearing the Bar

65 % award level

300 Questionnaires

Controlled delivery

6. Professional Development
1. Better understanding of what World Class FCR Service
Organisation looks like, examining Disorganised and Smart
Traditional approaches along the way.
2. Exploration of the potential roles of delegates in Leading &
Developing a World Class FCR Service Organisation.
3. Scrutinisation, investment and risk analysis of the main
methods available to crack the FCR challenge both now
and in the near future.
4. Show how to make existing customer research investment
sweat harder and contribute more to effective FCR.
5. Clearer understanding of systemic and non systemic
demand failure and how to effectively deploy Lean/Six
Sigma techniques in FCR imprvement.
6. To choose the right FCR Strategy for your organisation
7. Demonstration of methods to become more persuasive and
influential with colleagues to accept your FCR proposals
8. Development a clear Action Plan to implement your ideas

7. 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

8. Thorough Brand Development
RIGOROUS CONSUMER TESTING
160
DESIGNS
IN
CONTEST
THREE
SHORTLISTE
DFORFINAL
TESTING
FINAL
DESIGN
SELECTED
BY THE
PUBLIC

9. 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

10. Using the Brand to Motivate Your Team

11. Showing Your Success Signage

12. Find Out More Today
Contact me Mike Allen on
Tel:- +44 (0)1978 710483/07766 950014
Email:- mike.allen@rightfirsttime.info