First Contact Resolution: The Antidote for Costly Rework in the Contact Center:

First Contact Resolution: The Antidote for Costly Rework in the Contact Center

Product Type: Market Research Report
Published by: Yankee Group
Published: May 2008
Product Code: R388-2608

Description

The cost savings and customer satisfaction advantages of first contact resolution in a customer service environment are so significant that every group and individual involved in customer care should be trained and then focused on this key performance indicator as a top enterprise priority. Improving FCR levels is not easy, but the rewards of a successful FCR improvement program are well worth the investment of time and money.

Table of Contents

I. The Importance of FCR: Matching Contact Center Performance with Corporate Goals
II. Methodology
III. Establishing an FCR Program: Comparative Methods of Measuring FCR; New Measurement Method for FCR; Six Major Steps Required to Achieve a Successful FCR Program Implementation; Potential Gains of a Successful FCR Implementation
IV. Conclusions and Recommendations: Recommendations for Enterprises
V. Further Reading

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