Both first-call resolution and customer satisfaction are two key statistics that are the source of commercial initiatives. First-call resolution is quantified in what is known as a FCR Rate. Conversely, customer satisfaction is rated in a score called a CSAT score. For many businesses, both of these facets are extraordinarily important. Lowering first-call resolution rates and increasing customer satisfaction can be produced in a variety of ways.
The question remains: where to begin? Are first call resolution rates addressed first, by revising the tactics and methods of call center agents? Or are customer satisfaction scores closely monitored and made a priority first? Does an affable first call resolution rate translate to increased customer satisfaction? Does the same idea work in a reverted format? There is no longer a need to guess, businesses can address both. A Yonyx solution is the cure. Virtual self-service manuals, frequently asked question manuals and premium call center scripts are all wonderful options to enhance customer satisfaction.
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