Perhaps they are the power couple of customer service: Average handle-time and first call resolution. Combined they procure a superior and elite customer service experience for consumers everywhere. A short average handle time with a high first call resolution rate will earn any business the reputation of being a leader in stellar customer service.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Here are some points on the relationship between AHT and FCR:
- Average Handle Time is often a prelude to first-call resolution. Both are the results of efficiency. Often handle times are reduced by knowledgeable representatives. A self-service manual can also educate clients before hand to isolate the problem. As a result, this knowledge allows for handle times to reduce and resolution rates to increase.
- Long Average Handle Times Can Inhibit FCR – Many times a customer will give up if there is a long queue. Any time a customer hangs up the phone and their problem persists, FCR decreases. The goal of FCR is for a customer to be able to call a help desk at any time and receive guidance on how to resolve their issue. If this does not take place, then first call resolution rates diminish.
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