Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

First Call Resolution– Top of the Agenda? - Carolyn Hall - ContactCenterWorld.com Blog

First Call Resolution– Top of the Agenda?

Some might argue that First Call Resolution (FCR) should be top of the agenda in the call center environment but traditional Key Performance Indicators (KPIs) are not always the best way to measure customer experience excellence.

Call center metrics have historically measured on average call handling time, and their associated costs. They have also focused on metrics that are easy to capture: call abandonment rates, time to answer a call.  These metrics are expected to provide information about levels of customer satisfaction but FCR – determining whether a customer’s problem was resolved on the first call – is not conclusive.

Call centers that handle a large number of fast and simple queries (such as directory inquiries), could, in theory, measure satisfaction by using FCR but it is not suitable for more complex inquiries or disputes when resolution is often dependent on actions that take place well after the call (for example, sending a customer a new check book).

Transferring a call to another call handler outside the center does not mean that the customer regards their query as resolved, just passed on. What is resolution to the company may not be resolution for the customer.

A large British retail bank nearly made the mistake of assuming it knew what its customers’ priorities were and was prepared to focus on reducing the time it took for a customer to get to a live person.  Fortunately they asked their customers first and learned that customers don’t care how long they have to wait in a call queue, so long as their problem is resolved on that call.  This led to a feedback program in which the very first question measured the customers’ views on call resolution.

Given that it is becoming increasingly important to view the world from your customer’s perspective, the only real way to find out if an inquiry was resolved the first time around is to ask the customer directly.

Companies should be measuring what is important to the customer if they want to track customer satisfaction or identify agents, processes or policies that make a real difference to customer experience.

Measuring customer attitude is the best way to find out if a customer is satisfied or dissatisfied. Responding to customer feedback and resolving issues quickly and thoroughly after each interaction – even if this takes more than one call - is the only way to improve customer loyalty and improve customer retention rates.

Publish Date: August 12, 2010 3:30 PM

Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 10429 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =