How High CSAT Scores Will Raise FCR – The Chicken Before The Egg

A Yonyx Author Guided Interactive (AGI) Self Service can help raise both CSAT scores and first-call resolution rates.
A Yonyx Author Guided Interactive (AGI) Self Service can help raise both CSAT scores and first-call resolution rates.

Inherently, the CSAT and First-Call Resolution relationship is examined from all angles. It has been established that both should be a priority. In some occasions, high first-call resolution will raise CSAT scores from a general perspective. If a business can deliver a solution and/or profitable result at an accelerated rate, this will reflect in CSAT scores. For some businesses, this is a pathway to redemption for previously poor practices. Conversely, high CSAT scores will raise first-call resolution rates. Here’s how:

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.

  • High CSAT Scores Indicate A Commitment To Superior Customer Service – If a company prides itself on delivering superior customer service, the same would have to translate to their customer support team. A benchmark indicator of quality customer service is first-call resolution. If a company suffers low FCR rates, their scores may ail. Conversely, if a company prides itself on high FCR rates, their scores seemingly will flourish. In the rare instance where you have one with out the other, the polar entities will help each other rise or fall and then stabilize. For a company that is devoted to high CSAT scores, they will find a method to raise and maintain FCR rates. A virtual help-desk can be a great product in this quest.

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