First Call Resolution and CSAT Explained

by | May 8, 2014 | Automate Support, Customer Self Service, Customer Support, Troubleshooting

Virtual self-service manuals are sure to help raise CSAT scores.

Virtual self-service manuals are sure to help raise CSAT scores.

Both first-call resolution and customer satisfaction are two parameters that gain the attention of businesses everywhere. First-call resolution is measured in what is called a FCR Rate. Conversely, customer satisfaction is rated in a score called a CSAT score. Both are crucial elements for organizations to strive to excel in. Incorporating interactive customer service or improving the flow of call center scripts, can help raise both FCR rates and CSAT scores.

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

For some the next step may be difficult to configure. Do you attack FCR first by revamping the tactics and strategies of call center agents? Or do you strictly monitor the customer service rapport that is being established with consumers by monitoring the fundamentals? Does a high FCR translate to a high CSAT score? Does the same precept work in reverse? The answer to all the questions are that you can address both. A Yonyx solution is the remedy. Virtual self-service manuals, frequently asked question manuals and premium call center scripts are all premiere options to enhance the customer service experience.

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