It is essential to make both high first-call resolution and high CSAT scores a priority. Both are achievable and neither need to be neglected in order to attain the other. In fact, high first-call raises CSAT scores overall. There are many reasons why committing to first call resolution can pay great dividends in the end. Here are some facts to consider:
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
- High First Call Resolution Leaves Customer Satisfied – Common sense would dictate that if you handle a customers’ problem quickly, they will leave happier and be more inclined to do business with you in the future. High FCR can sometimes make or break an overall CSAT score. Anytime a business can save one of its regulars, time and/or money…the customer will be eager to invest more time or money in the future with the aforementioned proprietor.
- High First Call Resolution Can Improve Reputation and CSAT Scores – With IT customer service, any business can under go a renaissance of sorts. Some of the worst in the industry can redefine themselves but suddenly improving their customer service by raising their FCR rates. This can be the greatest asset to re-establishing and developing a failing business.
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