$199.99

First Call Resolution: How To Define and Measure

Description

First call resolution (one and done) is the #1 driver for customer satisfaction with best practices reported at 86%. However, this means that 14% of your customers are contacting you more than once (or twice) to resolve their issues!

Repeat calls are costly not only to operations and the bottom line, but they negatively impact customer satisfaction. 34% of customers who didn’t get their inquiry or problem resolved will likely to go to a competitor.

What does losing that customer cost you? Plug in your own numbers to our formula. How do you define first call resolution? And how do you—if you do—calculate it? Know that research shows that there is no common method for measuring this.

However, what gets measured gets managed, and what gets managed gets better. More than 90% of companies measuring FCR reported improvement in performance.

One of the foremost methods to boost customer satisfaction—and improve FCR—is to consistently and ongoingly train, train, train your front lines in world class customer service skills such that they can do their job right the first time.

Learning Outcomes:

-How to calculate FCR
-Formula for repeat calls
-Top 5 Ways to achieve FCR
-Techniques for measuring FCR
-Requisite Core Competencies

Ad Reference ID: 9684d8960f8736bb

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