first call resolution snapshot

First Call Resolution SnapshotMay 2010

Results

This readout contains responses to both a survey conducted prior to a webinar and the live poll results gathered during the webinar.

About the Survey

First Call Resolution Webinar registrants asked to participateOnline surveyResults originally shared during webinar 05/18/201099 participants across industries

Agent Make-Up

Metric Importance

Most highly ranked

Tracking of Key Metrics

FCR Measurement

16%

11%

14%

2%

20%

16%

0%

14%

8%

QA Call Monitoring

IVR Surveys

CallBacks

Script

Telephone Survey

CaseManagement/CRM

Voice Menu

Don't Measure

Other

Update Occurrence

Impact of Cost Reductions

About the Polls

Live polls during First Call Resolution webinarResults originally shared during webinar 05/18/2010193 participants

FCR and Churn

In your business is first call resolution linked to customer churn risk?

Yes-directly31%

Yes-indirectly46%

No-not really23%

Mission Critical Information

What is your primary method of delivering mission critical information to agents?

Traditional e-learning

Team huddles orclassroom

Email

PaperCommunication

Other

5%

42%

40%

4%

9%

Outsourcing Experience

What things have you done to ensure a consistent experience for your customers when they interact with your outsourcers? (all that apply)

Pay forperformance

Increase trainingand

communications

Change vendors

Call routing basedon performance

29%

42%

10%

19%

Additional Resources on FCR and Performance

White Paper: Using Training to Achieve Enterprise Goals (Customer Experience, Sales, At-Home)

Webinar related to these results: How Sprint Resolves FCR Once and for All

Contact Debbie Dockery for more info: ddockery@knowlagent.com

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