ICCS-BPO Services

Primary goal for every company should be solving customer’s issues on the first attempt. First contact resolution or FCR requires more than just friendly agents, it requires a combination of agent training and an efficient contact center protocol . Here are five ways to achieve first contact resolution for maximum customer satisfaction. FCR goals:- To serve customers well agents need to be aware of the goals that are expected of them. An agent on the voice channel must constantly keep the conversation flowing to reassure the customer   that he is present, whereas an agent on social media or live chat may indicate his presence using a real-time feature that shows he is typing a response. Agents training should reflect best practices for every mode of channel that is being used in the business. Always establish whether first contact resolution should take priority over other operational metrics such as average call handling time. Associates should know that they have the opp