first call resolution snapshot
DESCRIPTION
In a recent survey of nearly 200 webinar registrants and attendees, call center executives share their experiences around first call resolution as well as modes of communication throughout the call center. Read this benchmark for the full results.TRANSCRIPT
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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