The Importance of First Contact Resolution in 24/7 Call Centers

OABPO Blog Team Published on September 26, 2013 Last updated on April 15, 2022

First contact resolution (FCR) is a critical determinant of customer satisfaction in 24/7 call centers.

Customers naturally want their issues to be resolved quickly in one call. It’s often a frustrating experience to have to call back for the same issue and repeat the details to a different person from another department.

FCR is one metric that is dangerous to ignore. It’s vital for the success of your call center. Here’s why:

  • High Customer Satisfaction

    excited 247 call center customer calling in

    Customers are satisfied when their questions are sufficiently answered, and their issues promptly resolved during the first call.

    A study by the Service Quality Management Group showed that 1% improvement in FCR corresponds to a 1% improvement in customer satisfaction.

    Happy customers are more likely to remain loyal to a brand, a factor that drives future purchases. They are also more receptive to up-sell or cross-sell opportunities that are beneficial to them.

  • Reduced Costs

    247 call center customer savings ceo piggybank coinbank

    FCR reduces the number of unnecessary repeat calls in 24/7 call centers, which, when added up, can mean significant cost savings.

    On the other hand, if a call center takes about two to three touchpoints to resolve a single issue, more staffing is needed to accommodate the subsequent calls, which then inflates operating costs.

  • Improved Agent Retention

    247 call center rep answering caller

    Repeat calls are frustrating for both customers and customer service representatives. By evaluating and improving FCR rates, the call center can assess the agents’ performances and then fill in weak spots in their skill set for better performance.

    As agents become more capable of resolving issues on the initial contact, their morale and confidence increases. They feel good about themselves and their contribution to the company, which improves retention rates.

A high rate of first contact resolution has short- and long-term benefits.

In particular, it keeps customers satisfied and also improves the operations of the call center for a higher bottomline.

Raise customers satisfied by outsourcing to Open Access BPO. Our reps are trained to provide high quality customer care, technical support, and both back office and knowledge process support across different channels, 24/7. Contact us today to get started.
 

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Promoting #CallCenter agents to leadership roles is crucial for both talent development and ensuring a consistent #CustomerExperience.

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Boosting agent #productivity and #satisfaction is a critical strategy for increasing efficiency in #CallCenters.

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Open Access BPO is taking a big step towards a healthier workplace with a new program designed to help employees build lasting, healthy habits.

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𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲𝘀 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗪𝗲𝗹𝗹𝗻𝗲𝘀𝘀 𝘄𝗶𝘁𝗵 𝗡𝗲𝘄 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗜𝗻𝗶𝘁𝗶𝗮𝘁𝗶𝘃𝗲

Multilingual call center 𝐎𝐩𝐞𝐧 𝐀𝐜𝐜𝐞𝐬𝐬 𝐁𝐏𝐎 has launched its largest employee wellness program, 𝗦𝗛𝗜𝗙𝗧: 𝗔𝗻 𝗢𝗔𝗕𝗣𝗢 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺.

The three-month program was launched July 30 at the company's Robinsons Summit Center HQ in Makati, with a live stream to its Davao and work-from-home teams. According to Senior Director Nate Martinez, SHIFT focuses on a holistic approach to fitness and nutrition to promote lasting lifestyle changes.

The initiative, which stands for 𝐒𝘂𝘀𝘁𝗮𝗶𝗻𝗮𝗯𝗹𝗲 𝐇𝗲𝗮𝗹𝘁𝗵 𝗮𝗻𝗱 𝐈𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗲𝗱 𝐅𝗶𝘁𝗻𝗲𝘀𝘀 𝐓𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻, aims to help employees in the business process outsourcing (BPO) industry build healthier, sustainable habits.

Company Nurse Princess Ann Louisse Pascual provided a detailed overview of the program, emphasizing its goal of long-term wellness rather than just short-term fitness goals. Nurse Supervisor Shania Semper also highlighted the importance of health and wellness within the BPO industry.

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This initiative is a testament to the company's commitment to building a supportive, people-first culture, with the goal of fostering improved employee well-being, morale, and overall performance.

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