Download - 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
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: [email protected]
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