FIRST
CALL RESOLUTION: HOW TO DEFINE AND MEASURE
First call resolution (one and done) is the #1 driver for customer
satisfaction with best practices reported at 86%. However, this
means that 14% of your customers are contacting you more than once
(or twice) to resolve their issues!
Repeat
calls are costly not only to operations and the bottom line,
but they negatively impact
customer satisfaction. 34% of customers who didn’t get their
inquiry or problem resolved will likely to go to a competitor.
What does
losing that customer cost you? Plug in your own numbers to our
formula. How do you define first call resolution? And how
do you—if you do—calculate it? Know that research shows
that there is no common method for measuring this.
However,
what gets measured gets managed, and what gets managed gets better.
More than 90% of companies measuring FCR reported improvement
in
performance.
One of
the foremost methods to boost customer satisfaction—and
improve FCR—is to consistently and ongoingly train, train,
train your front lines in world class customer service skills such
that they can do their job right the first time.
Learning Outcomes:
-How to calculate FCR
-Formula for repeat calls
-Top 5 Ways to achieve FCR
-Techniques for measuring FCR
-Requisite Core Competencies
Course
Leader:
Rosanne D'Ausilio, PhD
ROSANNE D'AUSILIO,
Ph.D., an industrial psychologist, consultant, master trainer,
best selling author, executive coach, customer
service expert, and President of Human Technologies Global, Inc.,
specializes in human performance management. Over the last nearly
25 years, she has provided needs analyses, instructional design,
and customized, live customer service skills trainings as well
as executive/leadership coaching. Also offered is agent and facilitator
university certification through Purdue University’s Center
for Customer Driven Quality.
Known as 'the practical
champion of the human,' she authors best 6 sellers “Wake
Up Your Call Center: Humanize Your Interaction Hub,” 4th
ed, “Customer Service and the
Human Experience,” “Lay Your Cards on the Table:
52 Ways to Stack Your Personal Deck (includes 32-card deck of
cards)—motivational and inspirational readings, How to
Kick Your Customer Service Up A Notch: 101 Insider Tips, How
to Kick Your Customer Service Up A Notch: ANOTHER 101 Insider
Tips, as well as her popular complimentary ‘tips’ newsletter
on How To Kick Your Customer Service Up A Notch! at www.HumanTechTips.com Her
latest endeavor is The Expert’s Guide to Customer Service,
a compilation of 28 articles at www.customer-service-expert.com/report.htm and
now available on Kindle!
Rosanne is also a Certified Call Center Benchmarking Auditor
through Purdue University's Center for Customer Driven Quality.
This certification training focuses on the access and use of
key performance data to help better understand benchmarking results
so as to advise on practical solutions for improvement.
For 10 years prior to starting her own organization, Rosanne
had responsibility for marketing, budgeting, promoting and ultimately
producing domestic and international computerized trade shows
in the US, London, Belgium, and Frankfurt. She inaugurated, created,
trained and directed a telemarketing on-site staff and was one
of the first 150 people to attain CMP (Certified Meeting Professional)
certification in 1987.
She is a columnist for TMCnet.com, Ask the Expert at supportindustry.com,
and The National Networker. She represents the human element
on the Advisory Board of an Italian software company, authors
numerous articles for industry newsletters, and is a much sought
after dynamic, vibrant, internationally prominent keynote speaker.
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