callcenteranalytics

FIRST CALL RESOLUTION

FCR

Simply. Make
Every Call Count.

The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required.

CHALLENGE

John has a website hosted by CoHost

The site is down because of a server issue. He then calls tech support

leads to…

Increase
in call volume

Low Customer
Satisfaction

More volume leads
to hiring more agents

Poor Product
Rating & Reviews

SOLUTION

Ziwo First Call Resolution (FCR)

You can find this KPI in multiple places in your Ziwo Platform

Live Dashboard

callcentersolution
cloudcontactcenter

Calls View

Statistics

cloudbasedcallcenter

results in…

Drives
Customer Loyalty

Measures
agent Productivity

Improves
contact center profitability

Enhances overall
Customer Experience

callcentersolution

FCR TIPS

Monitor your FCR KPI frequently

Perform root cause analysis of any delayed resolution

Measure CSAT Frequently

Proactively inform the customer of any major product changes

Train & Equip your customer service team

Route customer to the right agent

Simply. Talk to your clients

Cloud Based Contact Center deployed instantly

elektrik faturası ödeme hgs bimcell tl yükleme avea tl yükleme seks malzemeleri vibratör erotik shop istanbul sex shop istanbul şişme manken realist manken sabiha gökçen araç kiralama tv reklam paketleri tv reklam e kitap indir bimcell tl yükleme