Ways to Improve First Call Resolution Percentages in Call Centers

If you are reading this and are a lay man to the call center business, most of this piece of writing is built on the thought of First Call Resolution performance. Known in the industry as FCR, this term refers to the frequency of telephone calls before the customer’s problems are determined. While excellent call centers will exhibit a 95% FCR score, that answering service judged above average will endeavor for a score of 75% or more.

As a benchmark between what is above average, superior, and average, most call centers will rate between 55%-65% which means it will take anywhere from 1.5 to almost 2 calls to resolve a customer matter. To someone understanding this who is not familiar with the answering service industry, you may be asking yourself, how can the industry in general admit such a low percentage? Great question and it is a superb lead in for the premise of this paper – how to improve your FCR in a simple steps. Read the full story…

A close look at competency based assessments for successful recruitment of CSRs

Technical abilities should not be checked, rather that this in itself is inadequate to ensure success.

In fact it’s very important to study the delegates’ CVs, to check their qualifications and relevant experience, to ask questions of clarification and to investigate any gaps in their employment history.

The Assessment Center process is carried out in addition to this.
Traditional selection techniques tend to be based around interviews where questions are asked in relation to CV / resume information and where “fit” with organizational culture is assessed – normally in a subjective fashion. Many interview questions are hypothetical, taking the form of “What would you do if”. On the other hand, the CBA system is highly objective and specific. Read the full story…

competency based assessments for thriving CSRs

Having already decided on the key competencies required for the role/job, we now need to devise the systems and processes for gathering and assessing the evidence required to make a judgment.

Designing the Assessment Center

Our next step is to develop the role plays and CBI questions that will create the opportunities for us to gather the competency based evidence that we are looking for. Of the competencies we are seeking to verify, we need to decide which are: Read the full story….

Walk a Mile in Your Customers Shoes

It is the customer experience that determines whether or not you will attract and retain customers. It is the customer experience that decides your sales, your profits-and your success. If you don’t provide your customers with the best possible experience every time they do trade with you, they would not stay with you for long.

It’s wise that you walk in your customers’ shoes, so you can see first-hand how they are treated by your employees and what obstacles they should overcome in order to give you their business.  Read the full story…

customer retention is important to the long term success

The purpose of being in business is to cultivate your trade over time. The effective way to grow your business is by holding your present customers. Customer preservation is significant to the long-term achievement as the cost to gain a new customer is anywhere from 5 – 10 times the cost of retaining an on hand customer.

According to the Technical Research Assistance Program (TARP), 68% of customer defections crop up as the customer feels feebly treated. This next statement is awful: only 4% of the defecting customers bother to tell the business owner why they chose to do business elsewhere – the other 96% of defecting customers just silently wane. Retention efforts must be a priority for the following reasons: Read the full story…