Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume V, Issue 2

Date: February 1, 2004 - First Call Resolution

We all know first call resolution (one and done) is the #1 driver for customer satisfaction with best practices reported at 86%. However, this means that 14% of your customers are contacting you more than once to resolve their issues! This not only frustrates your CSRs and yourselves, but your customers as well. Repeat calls are costly not only to operations and the bottom line, but they negatively impact customer satisfaction.

Here's some questions to ponder. How do you define first call resolution? And how do you-if you do-calculate it? Know that research shows that there is no common method for measuring this. But what gets measured gets managed, and what gets managed gets better.

In a recent study (Ascent Group) more than 90% of companies measuring first call resolution reported improvement in their performance. Another study (callcentres.com) reported a dramatic fall in call volume-identifying that a minimum of 20% of all calls were repeat calls from customers needing an answer or help they didn't get. Further, that the absence of first call resolution was found to account for a minimum of 30% of a call center's operational costs!

The bottom line: Invest in your people-give them the training, the tools, and the authority to get their job done right the first time.

QUOTE OF THE MONTH: The pessimist sees the difficulty in every opportunity. The optimist, the opportunity in every difficulty. Winston Churchill

2004 Human Technologies Global, Inc. All rights reserved

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