First contact resolution (FCR) is a critical determinant of customer satisfaction in 24/7 call centers. Customers naturally like their issues to be resolved quickly in one call. In fact, 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
Customers are satisfied when their questions are sufficiently answered or issues promptly resolved on the first call. In fact, 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. Additionally, they are more receptive to up-sell or cross-sell opportunities that are beneficial to them.
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
Repeat calls are frustrating not only for customers, but for customer service representatives as well. 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.
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