First Call Resolution (FCR) plays an important role in customer satisfaction. What best practices should you be implementing to ensure a resolution is reached swiftly whilst also keeping the customer happy?
Did you know a 1% improvement in FCR can bring in $276,000 more in operational savings each year?
You can see how important sorting out customer questions can be on the first interaction, it can literally save, or cost, hundreds of thousands of dollars.
But cutting costs isn’t the only benefit to improving your FCR, you’ll also reduce customer churn, boost customer satisfaction, and gain more chances to sell.
This infographic about the first call resolution from Freshdesk outlines the 15 best customer service practices you need to implement.
For example, 75% of customers think it takes too long to reach a live agent and 60% will only wait up to a minute when on hold, so best practice dictates you need to be thinking about the customer experience throughout their contact journey. This is crucial when it comes to the first call.
73% view ease of interaction as one of the most important factors for customer experience. And so offering live chat or some sort of customer service ticketing system is highly encouraged and can make it easier for customer to get in touch. But remember our stat from early? 75% of your customers could be getting impatient if this process is too bothersome and it’s too difficult to get past the bot to speak to a live agent.
Take a look at the infographic below for more on how to keep your customers happy during that all-important first call.
Author: Bryan is an internet aficionado and content extraordinaire. When he's not publishing quality content, he spends his free time entertaining his miniature dachshunds.