How to Improve First Call Resolution
Source: Upstream Works
A large number of organizations have heard about First Call Resolution. However, it seems to be a peripheral concern as they look to increase call center efficiencies and handle issues more quickly. Many businesses operate remotely from their customers - the customers never come down to "The Store". They deal with the online for self service, and they will phone one if they need to. This means the call center is the store. It is the face of the business to the customers. And since it's virtual, they are a phone call away from taking their business elsewhere.