Guide to Taking Part

Right First Time Contact Centre Catalyst for Better Care

First Contact Resolution Improvement Standard

Easy Set Up

RFT standard questionnaire.

Client configures agent speed dials.

We customise questionnaire voice recording to your brand

HOW IT RUNS

Agent Surveys

Agents collect 300 complete surveys.

Cherry picking quality control throughout.

Client can monitor progress in real time online throughout process.

HOW IT RUNS

Real Time Results

Pass Score 65% FCR caller voted

Customer Magic Moments & Misery voice recorded for feedback later.

Recording converted to text in real time throughout, see repeat reasons.

HOW IT RUNS

Pass or Clip the Bar

Success 65% +

Awarded use of RFT Brand for 12 months.

"Came Close" Below 65% totaly confidential

What went wrong assessment & action retake

HOW IT RUNS

Feedback & Action Planning

The online reporting system gives instant feedback.

Shows repeat reasons in full text.

Repeat calls quantified

Graphical analysis of performance

HOW IT RUNS

Promote Your Success

High quality internal signage

Our accessory shop offers gifts for staff

Promotion to trade press & local media

Deploying the brand to your customers

HOW IT RUNS

June Charity Ball

All proceeds go to Children in Need

Reward the front line troops

Awards Ceremony

Meet your fellow participants in relaxing surrounding

HOW IT RUNS

Using the Platform

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Ongoing Telephone & Dating Support

We provide a dating service between members to meet and swap experience of success.

Clients are also free to call us for impartial advice on technology & methodologies

RFT Aftercare

Benchmarking Study FCR in Practice

120 Service Organisations have contributed to our quantitative assessment of FCR in Practice Benchmark

Including in-depth interviews with senior industry figures.

Workshop presentations too.

RFT Aftercare

Leading & Developing FCR in a World Class Service Organisation

Improvement programme for Leadership Teams.

Groups consist of two delegates from 8 clients.

The 5 day programme is spread over 12 months.

Expert course leaders covering Lean Sigma, Change Management & Evaluating Technology Options

Away Day and Client Premises Based

RFT Aftercare

Right First Time Tracker FCR & CSAT Monitoring

We offer our IVR Survey Platform for ongoing use as Right First Time Tracker.

Clients can generate individual agent, product and centre-wide FCR metrics.

The platform improves targeting of playback coaching calls to agents.

Also clients own CSAT questionnaires can be delivered on our platform.

RFT Aftercare

Discussion Group via Linked In

The Right First Time Contact Centre Discussion Group has almost 200 members on Linked In.

A great place to discuss your challenges, job opportunities as well as programme experiences

RFT Aftercare