Call Center Executives Surveyed on First Call Resolution
Posted by Shannon Cherry on Wed, Jun 23, 2010 @ 09:12 AM
Most companies face similar challenges when it comes to First Call Resolution. While almost everyone agrees it is a key business metric that should be measured, the jury is out on how best to track it. And while most recognize the importance of keeping agents up-to-speed on mission-critical information, there are differences on how to most effectively accomplish this while ensuring a consistently successful customer experience.
In an effort to uncover what today's leading companies are doing to address FCR, Knowlagent conducted a survey of 99 call center executives around the globe, spanning a wide variety of industries.
Those companies polled include a wide range of multi-source companies with on-shore and off-shore agents, at-home and on-premise workforces, and multiple centers, both U.S.-based and abroad. While all of these customer service organizations clearly prioritize quality and satisfaction metrics - while also closely managing efficiency - most have trouble tracking FCR. 
When asked to rank business metrics in order of importance, Customer Satisfaction was ranked the highest, followed by Quality, First Call Resolution, Average Speed of Answer and Average Handle Time.
To discuss Sprint's experience with improving first call resolution, Chad Marshall joined Knowlagent on a recent webinar. See the full survey results or access the webinar archive for more details.