Skip to main content

Helping Customers via First Contact Resolution


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 opportunity to spend more time on an interaction if it will help them share first contact resolution for caller.

Give every interaction a human touch:-

Emotional connect with customers is very critical in helping them find quick solutions. This can easily be achieved by keeping a friendly polite tone, showing empathy and listening attentively. Such mannerisms can calm down frustrated customers and install confidence in brand name. Through regular training, refreshers and mentoring, agents can sharpen their interpersonal skills and multiply their chances of achieving first contact resolution every time.

Identification of recurring issues:-

It is imperative to understand ongoing customer concerns. Different methods can be used to determine recurring reasons of customer contact: customer surveys, monitoring calls, analysing social media and chat transcripts and text and speech analytics etc, to gain a clear picture of the issues. Once they have been identified, your company will be better prepared to solve issues before they arise, resulting in higher first contact resolution rates.

Multi-channel approach:-

Traditionally some customers may prefer to interact on a single channel, however, at times, it is in their best interest to make a switch. For example, if a query is received on social media which requires divulging into customer’s personal data, then agent should move him to a more private channel. This way customer’s privacy is protected and his/her problem is also resolved in first contact itself.

Reassess customer satisfaction:-

A customer service associate may feel that an issue has been resolved but most important question is does the customer feel this way? Always cross check with customer to understand if he has any unresolved questions or concerns regarding proposed solution. If issues are still persisting then we need to keep going till a satisfactory and mutually agreeable solution is found.

Comments

Post a Comment

Popular posts from this blog

Why Is Market Research Company Imperative to Business?

In a world of cutting-edge innovations, it becomes invariable for companies to carry out research surveys in the market. Market research is crucial & a vital tool in understanding business growth rates, sales & the latest product developments. This helps to set achievable targets, make well informed market decisions & develop effective strategies. Research of the current market trends & for using it to your advantage is crucial in reaching out to the target audiences. Decision making is the ultimate challenge a company faces. Business research leads to certain strategies or the company decisions. A good business man knows the importance of an elaborate research of the market. What does an extensive market research reveal?: 1 Competitor’s product & services: there are multiple competitors in the market. To know the presence of one or more competitors & the knowledge of their products & services is of great advantage before launching your own busines...
Post a Comment
Read more

The upcoming of BPO (Business Process Outsourcing) Industry in India

In the recent times, India has emerged to be one of the hot destinations for the call centres in India . Well, the success credited to the BPO industries is all due to the fact that India has large availability of resources; with hard- working and diligent efforts put in by skilled people. Further, it’s a fact that the India Is full of well-educated Indians, as there is humungous amount of people who have been graduated in technology and commerce. This has made the BPO industry earn a great position in the country while also offering employment opportunities to many youths. Adding to this fact, the demographics also favors India majorly as the country has a very young population where more than 70% people are under 30. The demographics of India, by having a young labor force has conspired to bring a revolutionary change in the call center services in India by giving the best performance. The BPO market in India: According to the estimates, the business are increasingly a...
Post a Comment
Read more

The Customer Experience Layout for Banks

hy is it important to improve the customer experience in banking? The biggest battleground for the organizations is the customer experience. However, according to company’s point of view, the customer acquisition is crucial for its growth and survival. Any organizations which do not focus on the customer acquisition do not have proper aids to deliver the great customer experience.  Banks do have both virtual and the physical channels in order to deliver the banking services along with the financial advice for their customers in the most appropriate and acceptable manner as the customers do expect more along with the personalized services. Nowadays, the customers do expect their purchase experience to be as good as the product or the service experience. The   back-office support   and their team always help the customers whenever in doubt. Almost 65 percent of the financial institutions believe that the do have sufficient data about its customers in order to provide ...
Post a Comment
Read more