Achieving high First-Contact Resolution (FCR) rates helps both consumers and businesses. Eliminating the need for customers to make multiple contacts to resolve their issues is a clear signal that a business values their time. And done well it can turn around negative opinions and boost customer loyalty. Moreover, for businesses, it increases efficiency by reducing contact volumes.
This is particularly important at the moment as most sectors are experiencing higher call volumes post-pandemic. This is primarily driven by people’s greater need for confidence that their issues are being resolved. So getting it right first time delivers reassurance to consumers. It also reduces the number of calls
coming into the contact centre, freeing up agent time for other queries.
This new guide by ContactBabel covers all aspects of First-Contact Resolution – the ‘Miracle Metric, including: