More often than not, a customer service agent is happy if he is able to solve a customer’s query on the first call. Regardless of how the call went or how the rapport was, most agents feel proud if they are somehow able to finish the call with a roundabout resolution to the customer issue.
According to a report by the International Customer Management Institute, only 60% of calls receive a resolution in the first attempt, which means almost half of the customers are left disappointed. Looking at this stat, a company running a call center may think about enhancing FCR (first call resolution) and make it its top priority; however, that is not the right approach. Agreed, FCR plays a major role in customer satisfaction, but it is – not by all means – the only key to satisfaction.Continue reading