Post by account_disabled on Mar 6, 2024 0:08:20 GMT -5
You know if your company is satisfying your customer in the best way? To this end, we present here the concept of first contact resolution (fcr). What is first contact resolution? First contact resolution or first call resolution in free translation means resolution on first contact . It is an indicator that makes it possible to measure the speed and efficiency of problems solved by Country Email List the service team . If a company has a high fcr level, it is understood that its services have a high quality, as its customers are able to resolve their issues in a single contact, in addition to showing that the service team has all the technical equipment and autonomy to solve problems. Furthermore, first contact resolution is directly linked to satisfaction and putting the customer first , as with the problem being resolved in just one contact, time is saved and more trust is created in the company, knowing that the company values ​​efficiency and speed. How do I know how many fcrs my company has? First contact resolution there are different ways to collect which calls were resolved in the first contact.
The first way is through a survey , after the service, which allows the user to say whether their problem was resolved in that contact. Furthermore, it is interesting that a question is also asked to find out if this is the first time that the customer has contacted the company to resolve that problem. If the problem is resolved and this is the first time that the customer contacts the company to resolve this issue, there was a resolution in the first contact. Another possibility is through attendance tracking . Several platforms make it possible to monitor the time it takes to handle a ticket, open requests or even calls made by the customer. When a ticket is reopened, in a new service on the same issue, or when a user opens more than one ticket on a given topic, it is no longer an fcr. Therefore, using these numbers and comparing them with the total number of services received by the company, in a given period of time, it is possible to understand what percentage of resolutions were made in a first contact . How to implement the first contact resolution culture? A company can start the first contact resolution culture at any time, but some preparation steps are necessary to do so.
It is important that there is a mapping of the technical needs of the service team . From there, your managers will be able to better understand what their employees need to be able to clearly resolve their customers' problems in the first contact. It is also essential that employees in the service area are trained to have autonomy in solving problems . This way, calls are made faster and are more likely to be resolved in the first contact. How can chatbots help? Another, even more efficient way to introduce the first contact resolution culture into the company is through chatbots in communication channels. Automated service in a unified way brings the possibility of resolving problems on digital channels through user interaction. Thus, through messaging channels such as whatsapp , the customer receives complete automated service , waiting a shorter time and resolving their problem on a comfortable platform of their choice. Furthermore, if the problem cannot be resolved through a completely automated service, it is also possible to use chatbots to direct human services , bringing even more efficiency to them.