IMPORTANCE OF FIRST CALL RESOLUTION
By now, you are familiar with first call resolution and elements it consists of. FCR is a highly efficient method of improving chat centers’ efficiency. It is a fact that large number of organizations have heard about first call resolution but only a handful of them truly understands its importance. the actual usage of the metric is surprisingly low. The possible reason is their nonchalance towards this powerful mechanism. Here are a few reasons to let you know why you should aim for first call resolution:
1. Increases agent efficiency:
The most common parameter for evaluating the agents’ performance is call duration. It is employed by most of the call centers but it is of no use as it only leads the agents to quickly get rid of customers. Emphasizing on resolving customer issues in the first call, will not only help organizations to determine the best performers and reward that behavior but also increase their efficiency.
2. Improves customer satisfaction:
Instant query resolution is directly proportional to customer satisfaction. Therefore, an increase in first call resolution correspondingly translates to an improvement in customer satisfaction. Resolving your customers’ concerns in the first call means efficiently availing the opportunity that they give you to display the quality of service that they expect from you.
3. Boosts customer revenues:
First call resolution is an effective way of making your customer open to upsell or cross sell activities. But if the issue is not resolved, customers will be frustrated and will be least interested to do further business.
4. Deflates operational costs:
FCR directly impacts the repeat calls. This leads to an increase in the operational efficiency which further reduces the operational costs. Moreover, it takes the pressure off call centers caused by call spikes. According to a research, a 15% increase in FCR results in a 57% reduction in repeat calls.
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Further reading
Further Reading
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