9 Factors Influencing First Call Resolution

9 Factors Influencing First Call Resolution

What is First Call Resolution?

How to Calculate First Call Resolution?

What Is the Importance of First Call Resolution

1. Track Agent Performance

2. Provides Better Sales Opportunities

3. Improves Net Promoter Score

4. Provides Agent Satisfaction

5. Reduce Customer Churn

What Are the Factors Influencing First Call Resolution?

1. Work Environment Complexity

2. Team’s Role in First Call Resolution

3. Multiple Channels

4. Lack of Authority to Solve Problem

5. Agent Communication Style and Skill

6. Level of Training of Reps

7. Level of Training Imparted to Agents

8. Level of Authority to Solve the Problem

9. Company Policies & Procedures

Best Practices to Improve First Call Resolution Rate

1. Observe the Complete Picture

2. Find Common Issues for Delayed Resolution

3. Leverage Interaction Analytics

4. Measure FCR Performance

5. Effectively Respond and React to Customers

6. Create Follow-Up Surveys

7. Observe the Complete Customer Journey

Platforms that Help in Providing Better Support to Customers

1. Custify.com

  • Pricing: Custom

2. Zonkafeedback.com

  • Essential — $24/month
  • Starter — $44/month
  • Professional — $79/month
  • Growth — $169/month
  • Enterprise — $429/month
  • Custom

3. Podium.com

  • Essential — $289/month
  • Standard — $449/month
  • Professional — $649/month

Are You Ready to Improve Your First Call Resolution?

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The latest #news, analysis, and conversation on the #InternetOfThings