The Northridge Group

MARCH 21, 2022

Repeat calls drive up operational costs, create a negative customer experience, and can lead to increased customer churn. Focusing on First Call Resolution (FCR) is critical for Contact Center success. However, to reduce repeat calls, it is essential to figure out what is driving them in the first place.

Wireless 110

Wireless Analytics Average Handle Time Contact Center 110

Vcaretec

JANUARY 8, 2021

We pride ourselves on first-call resolutions and tell all of our clients and employees that we are on “a feel good mission”. Sandy has extensive experience assisting fortune 500 clients and major lifeline wireless providers.

outsourcing 52

outsourcing Call Center Automotive Wireless 52

Quality Contact Solutions

DECEMBER 31, 1969

First Call Resolution (FCR) : First call resolution is measured by what percentage of your customers’ calls were handled in the first contact. First call resolution percentages will be determined based on the type of service being provided.

Call Center 40

Call Center Metrics First call resolution Schedule adherence 40

Callminer

AUGUST 1, 2017

First Call Resolution : In today’s busy world, each customer wants to resolve their problem(s) fast and efficiently without having to consistently follow up. These are some of the main metrics; however, we also must think about the call outcomes and other key factors that can impact the business. Karin Hurt.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Pointillist

SEPTEMBER 10, 2020

Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. Costs have doubled for this journey, as first call resolution (FCR) has fallen from 65% to 30% and call volume has increased significantly.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

TechSee

JUNE 16, 2021

The ease-of-use for both agents and customers resulted in exceptional positive feedback and high levels of adoption of the new technology from the first month of use. The quick adoption resulted in a 41% decrease in engineer dispatches and a 43% increase in first call resolutions, significantly improving overall ROI.

Best practices 251

Best practices Wireless Enterprise Engineering 251

Robert Davis

MARCH 2, 2017

Grew leadership and agent base from 100 to 600 agents in three months with a focus on the GROW coaching model to drive first-call resolution, customer satisfaction, calls per hour and replacement percentage. Home Security Company – Contact Center Launch. Business to Business.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48