Call Resolution: Surpass Customer Expectations with Superior Service
- How do you define first call resolution?
- How do you—if you do—calculate FCR?
- What does losing a customer cost you?
- Do you know why your customers are calling?
- Do you know how to ‘delight’ your customers?
First call resolution is the #1 driver for customer satisfaction. Best practices is at 86%.
What does this mean? This means that 14% of your customers are contacting you more than once (or more than twice) to resolve their issues!
Repeat calls are costly not only to operations and the bottom line, but they negatively impact customer as well as employee satisfaction.
We have a formula to plug in your numbers and see what your cost is.
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.
How do you/they create relationships and in that space resolve customer’s issues and move them to a productive interaction in a timely fashion?
Attend and get answers
to these questions and more:
How to Define/Measure/Improve
5 Ways to Achieve FCR
Formula for Repeat Calls
Proven Techniques to Create Relationships with Customers
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.
here for more info**