Improving Agent Responsiveness and Customer Satisfaction in One Contact
Within the wealth of performance data collected in today’s contact center, first contact resolution (FCR) is a major metric for assessing the customer experience and an important indicator of operational effectiveness.
There are many good reasons for emphasizing FCR in the contact center, including:
- There is a 20% drop in customer satisfaction for each additional call required to resolve a customer call. ¹
- Customers who do not get their call resolved are five times more likely to defect than those who had their call resolved. ¹
- The average consumer must call a company 2.3 times before having his or her issues resolved – and future purchase intent drops from 76% to 55% with the second call. ¹
Clearly, resolving a customer contact the first time – answering questions, addressing concerns, and leaving the customer feeling 100% satisfied – is in your company’s best interest.
How can you better empower your agents to resolve customer contacts the first time and create a best-in-class contact center? Learn how Presence management can link employees with the information they need in real-time to achieve FCR. And let NACR work with you to create a presence strategy that will streamline contact center processes while enhancing agent communication to both improve FCR and achieve your business goals.
For more information download – NACR – Presence Management in the Contact Center or to speak to a Contact Center specialist today, click on the Contact Us button to the right.
- SQP Group
