Blog Archives

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…

Online Contact Management Software

The online contact management software manages and coordinates the customer communication with the call centers. The selection of right call management software for the call centers deeply influences the customer satisfaction as well as the overall business process. Businesses can easily increase the customer satisfaction level by cutting down on the waiting time and connecting the customers immediately to the concerned person of the concerned department. It helps the organization in improving the customer insight.

Customers also have high expectations and with the recent advancements in the field of information technology making everything very fast, they expect the business houses to be at their service every time to resolve their concerns and issues and also provide the required information any time they wish to. In order to maintain that type of service delivery the best these businesses can do is to upgrade their setup by using reliable and effective online contact management software. This software will always keep the customers pleased and these happy customers will not mind spending some more money so here grows your ability to achieve some sales lead generation resulting in more business….more info