Customer Satisfaction and First Call Resolution

by | Jun 6, 2014 | Automate Support, CRM, Customer Support

Customers should never leave with questions, customer satisfaction will increase with higher first call resolution.

Customers should never leave with questions, customer satisfaction will increase with higher first call resolution.

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.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent

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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