GoResponse Telephone Answering Service Staff

Implement changes for better First Contact Resolution

TargetsFirst Contact Resolution (FCR) is an important goal for call centres. Obtaining high FCR levels means that customers only have to call once to have their problem fixed or query solved. This means that better customer service has been provided. There are several steps telephone answering services can take to boost FCR.

First, in a bid to avoid unnecessary follow-up calls, it is important to teach agents to under-promise and over-deliver. This isn’t to say that customer care should be deliberately under-served; rather, it means that it is better to say something will be fixed in a week, for example, than promising it will be sorted by the end of the day. Managing customers’ expectations in this way helps prevent follow-up calls.

Another important process is listening to calls where problems have escalated so that specific issues can be identified. By doing this, managers can find common issues that result in call-backs, implementing changes to ensure FCR is boosted.

It can also be a good idea to step away from the commonly used metric of Average Handling Time. In the past, many call centres have strived to get this figure as low as possible. However, in some cases, it might actually compromise customer care, so it is important to make FCR the focus instead of simply getting through as many calls as possible. This helps ensure that the customers’ needs are met.

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