Have you ever called a company’s customer service and they couldn’t solve your problem or provide a proper solution on the first call? This is an example of a company that fails to meet customer expectations during first-call resolution.
Most businesses cannot afford to under-deliver customer solutions during the first call resolution because it is associated with poor customer service and experience. FCR not only helps to build customer satisfaction but also increases your first call resolution rate.
What exactly is First Call Resolution?
First contact resolution, or FCR, is another name for first call resolution. It is a company’s ability to handle complaints, calls, emails, questions, or queries from customers.
3 Importance of First Call Resolution
1. A good first-call resolution aids in customer retention.
Customer pain points should never be ignored, and businesses should ideally solve them right away. When customers contact businesses with problems, a customer support team should try to solve them as soon as possible in order to retain customers in the future.
2. Assists in changing the minds of dissatisfied customers
A dissatisfied customer may spread negative information about your company. However, if their problems are addressed in a friendly manner, you may be able to convert a potential detractor into a potential promoter of your company.
3. Helps To Get The Most Out Of Your Support Team
When customers call you or send you an email for the first time, if their problem is prioritized and solved by your customer support team, they will not call you again for the same problem.
Conclusion
To provide an effective solution to customers on the first call, you can always make changes to your customer support team or hire an effective customer service team like Cegura Technologies.
