First Call Resolution - the ability to understand and deal with a customer query within a reasonable period of time - is a key metric for the modern contact centre.
Reducing the number of calls a customer has to make to your organisation by dealing with their enquiry at the first point of interaction is a win twice over, you will be offering a high level of customer experience and you will cut the overall number of calls.
Achieving First Call Resolution is fast becoming the key statistic within the industry, According to Contact Babel, 47% of all contact centres are being measured against it to prove the success of their operations. But you can't measure First Call Resolution by Automated Call Distribution statistics and normal reports alon. You need a lot more information to quantify your achievement properly.
Customer contact technology is constantly evolving. By harnessing technologies such as CRM and Audio Analytics, a modern contact centre can quickly identify its current levels of First Call Resolution and identify ways in which to improve this key quantifiable statistic.
CCT has more than a decade of experience in the contact centre industry. During this time we have helped a variety of clients achieve high levels of First Call Resolution; companies like The Number 118 118, Helphire, JD Williams, easyJet and Stena Line. We have also written our own white paper - The Holy Grail of First Call Resolution.
For more information on how CCT can help you solve the First Call Resolution conundrum, contact the CCT Team