Customer Experience News & Trends

Top ways to increase first call resolution

Customer satisfaction will go up quickly and steadily if first call resolution increases. Here are the top ways you can do it.

If customers don’t have to call again, they will be happier. Period.

According to Ascent Group research, here’s what contact center leaders and agents say works best to get customers the answers and resolutions they need quicker:

  • Streamlining and improving processes (74%). The best way to get customers what they want is to cut the red tape. Agents who are empowered to do what’s best for customers can handle issues fastest.
  • Analyzing root causes (58%). Follow-up after incidents can decrease the number of issues for other customers.
  • Improving communication and awareness (58%). Reaching out to customers first will eliminate questions and potential miscommunication.
  • Focused FCR training (50%). Training that focuses on where to find all the answers (not necessarily knowing all the answers) helps agents get it right the first time.
  • Monitoring and coaching for it specifically (50%). What’s measured gets managed.

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