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First Call Resolution Is Important

ScoreBuddy

Written by Scorebuddy

   

Who has the time to read a valuable 320 page industry report? We have read it for you and written this summary.

10 years ago, average call duration and cost-per-call were considered to be the most important contact center metrics. In 2015, 32% of survey respondents stated that ‘customer satisfaction ratings’ are  the most important measurement. ‘First call resolution’ is almost as important as customer satisfaction ratings (67% of respondents place this 1st or 2nd), and ‘Speed to Answer’ is close behind: these metrics are of huge importance to customer satisfaction (or the lack of it), and handling more calls effectively first-time is key to improving customer satisfaction and reducing repeat calls, which will impact positively upon queue lengths. See Fig. 1 for the full results of that question.

Click [here] to read the summary...

Tags: Resources

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