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

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

OABPO Blog Team Published on September 26, 2013Last 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.
 

Read More

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
To build a truly customer-centric organization, your #CustomerExperience team must be highly emotionally intelligent.

Here are the 5 advantages of cultivating #EmotionalIntelligence among your #CallCenter staff: https://buff.ly/43uHbcu

----------
Connect with an #outsourcing firm that can deeply connect with your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport
Open Access BPO
Open Access BPO2 days ago
Love knows no boundaries, and this month, we celebrate the beautiful #diversity that makes us who we are. 𝗣𝗿𝗢𝗱𝗲 π— π—Όπ—»π˜π—΅ honors and uplifts the LGBTQIA+ community, their achievements, and their ongoing fight for equality.

Open Access BPO joins the LGBTQIA+ community in celebrating authenticity, acceptance, and love this #PrideMonth.

Let's all spread love in all of its forms! Happy Pride!

#WeSpeakYourLanguage
#PrideMonth #Pride2023
#OASpeaksWithPride
#OneWithDiversity
Open Access BPO
Open Access BPO2 days ago
#FlashbackFriday: Revisit an enlightening blog post that delves into the historic Stonewall Riots, a pivotal moment in #LGBTQIA+ history.

Let's honor those who paved the way for progress, sparking a movement that continues to inspire change today: https://buff.ly/3C9zdd8

#WeSpeakYourLanguage
#PrideMonth #InclusivityMatters
#PrideMonth #Pride2023 #PrideHistory
#OASpeaksWithPride #OneWithDiversity
Open Access BPO
Open Access BPO updated their profile picture.3 days ago
Open Access BPO
Open Access BPO3 days ago
Companies lose billions due to poor #CustomerService. But more than the monetary loss, giving customers reasons to leave can incur a far greater impact on your business.

Read: https://buff.ly/43xXepW

----------
Step up your #CustomerRetention game by #outsourcing to a #CustomerSupport expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerCare #CallCenterOutsourcing
Open Access BPO
Open Access BPO3 days ago
The idea that brands should add value to their customers' purchases and transactions is probably one of the most commonly talked about #CustomerService and retention strategies.

But what does "added value" really mean for customers?
Read: https://buff.ly/45Ahj0N
----------
Elevate customer experience by partnering with a #CallCenter that goes the extra mile 24/7: OpenAccessBPO.com/get-started/

#WeSpeakYourLanguage
#CustomerSupport #BPO
#CustomerExperience
Open Access BPO