Whether you think it’s realistic or not, your customers expect their problems addressed during the first call that they make to your customer support hotline.
Of course, inasmuch as you’d like to accommodate their expectations, there is only so much that you and your customer support team can do. Sadly, there are times when it takes more than just one call to solve your caller’s problems.
Even having said that, the businesses are still striving to improve the quality of service that they provide to their customers, so they can address their customer’s issues during the first call.
That’s where the First Call Resolution metric comes in.
The more businesses fine tune their processes, the more optimized the quality of their support becomes making it possible for them to solve their caller’s problems on the first call.
Allow me to show you 3 ways that a business can benefit from using first call resolution as a metric.
Survey: turning customers’ scars to business’ stars
When it comes to uncovering areas where your business needs to improve, your customer feedback can be such a goldmine. Since your customers are the recipient of your services, they should be able to give you a clear idea of what’s working for them, and what isn’t. Their feedback serves as a valuable yet free market research that can make or break your business.
Having said that, getting your customer’s feedback through surveys can help you determine whether the first call resolution of the call center company you partnered with is effective or not.
More often than not, your customers will make a callback because their problems weren’t addressed adequately on their first call.
As you can probably imagine, these callbacks can spell all sorts of problems for your business. Not only will your operation costs increase, but so will your call volume.
It’s because of this that contact center companies are keen on improving their team’s performance towards their First Call Resolution metric.
When their teams are doing great in their FCR performance, they’ll inadvertently be able to avoid more callbacks, leading to them having reduced operational costs, and them being able to take on more clients.
When FCR as a metric is given priority in a company, their customers end up feeling more valued, appreciated, and treated with more respect. Simply because the customer service team’s action plans and the way they diagnose the caller’s problems are geared towards giving the callers an immediate solution to their problems, and one with longevity at that.
When the customers feel valued, they will never think about transferring to another service provider, since they have no complaints whatsoever to the kind of service and support that they’re getting. This means that the First Call Resolution metric is an effective driving force in improving your customer retention, and helping you capitalize on repeat business.
If you have questions, suggestions, or ideas that you’d like to share, please do so in the comments section below.