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MaestroQA on Improving First Call Resolution
In your customer’s ideal world—and yours too—every request would be solved on the first customer support interaction. We don’t live in a perfect world, but there are steps you can take to improve an important metric: first call resolution (FCR).
Why Improving First Call Resolution is Important
If First call Resolution has an inverse relationship with Average Handle Time and other efficiency-based metrics, why spend any time thinking about it? Improving First Call Resolution also improves customer satisfaction (CSAT).
Customers dread being placed on hold, getting transferred to other agents, and explaining their situations over and over again. Forcing customers to expend a lot of energy is not a good idea. And doing so will only erode your CSAT (customer satisfaction) score in the long run.
Customers want easy—not complicated. They want one interaction with support, not a bunch. Give customers what they want, and you’re sure to see a boost in CSAT.
Improving First Call Resolution Can Enhance Agent Performance and Efficiency
Improving FCR can have a positive impact on agent productivity. Your agents want to make a difference. They want to help customers become more successful and satisfied with the experience. Prioritizing First Call Resolution encourages agents to do exactly that. It also unleashes their creativity to identify opportunities to efficiently serve customers, which leads to process improvements and long-term value.
Three Reasons Why Trustworthy QA Data is Critical to Understanding First Call Resolution
1. QA serves as a check to ensure that your agents are following your FCR best practices.
2. QA data is key for surfacing new insights to increase FCR further.
3. QA data enriches all of your other metrics and helps you get the full story behind agent performance.
