How to Keep the First Contact Resolution Index Efficient?

Posted by on January 23, 2021 in Stuff with 0 Comments

An efficient FCR helps the clientele to feel satisfied with the service and, consequently, with the company that provides it. Well-designed actions in this regard create value for the enterprise.

In this way, it is possible to attract new customers and keep the old ones. See some practices that can be adopted.

Train attendants

The training of attendants is also a very important point to keep the first contact resolution index satisfactory.

They need to be prepared to analyze the most diverse situations with which they may come to grips, and they must also have the autonomy to decide what action to take at certain times. Therefore, they will be able to solve the problem presented by the customer.

Investing in self-service systems

Some situations can be solved without the need to contact an attendant and, for this reason, self-service systems are a good choice.

Through this type of service, relatively simple doubts can be solved by the customer himself, leaving the Call Center lines free to provide support to those who need to solve more complex problems.

Standardize content

Some procedures must be standardized so that all attendants provide the same information and provide identical clarifications to customers on a given subject.

How important is the FCR for customer satisfaction?

The FCR is very important for customer satisfaction because when the problem is solved in the first contact established with the company, it starts to have more confidence in the enterprise and in the services that are offered.

It is worth remembering that a satisfied customer, in addition to returning to buy the products or hiring the services that the establishment offers, always makes a positive advertisement to his friends and family, which helps to increase the visibility of the business.

Now that you know what First Contact Resolution is and why you should keep it at a good level, stay tuned to this indicator and guarantee your customers' satisfaction. The FCR, in addition to contributing to the growth of the company, is a differential in relation to the competition.

Optimizing First Contact Resolution

Now that you know what FCR is and how it works, it's time to improve your First Contact Resolution rates. For this, your company can start with some actions. See the step by step below:

  1. Map the demands that come to your center and the reasons for problems or customer complaints that lead you to contact. Prioritize unresolved cases, so you can more easily understand what the bottleneck is that must be resolved.
  2. Offer autonomy to the team to make effective decisions in solving the problems presented. Simplifying processes and procedures and providing consultation material (the famous knowledge base, as we have already mentioned above) can help in the security of resolution by the attendants.
  3. Internal communication is essential, and all sectors need to be integrated into the negotiation and customer contact details. An integrated service system is necessary for this effective management; after all, the customer can get in touch through several channels: email, chat, phone, social media, etc.
  4. And lastly, make sure that information about this consumer is centralized and available to all sectors. Again, ticket software is essential to maintain organization and not to cause any important information to be lost in poorly resolved emails or chats.

Do you want more details on what First Contact Resolution is and find out how we can meet your needs and the needs of your customers? Get in touch with us and get to know our Call Center service!


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