A critical determinant of customer satisfaction, First Contact Resolution (FCR) is a necessity for contact centers looking to improve customer service and increase customer retention rates, all while reducing operating costs.
3CLogic recently blogged that over 90 percent of their contacts that are received during regular operating business hours – whether calls, e-mails or chats – are resolved during the first contact without customers needing to go through a second. This impressive turnaround has not gone unnoticed by the company’s customers.
The company, which delivers remote services which are always on-demand, goes into further detail about how they achieve such high FCR rates, which are clearly imperative in building and maintaining a company’s customer satisfaction rates.
It’s difficult to manage 24/7 support and simultaneously maintain high FCR rates; 3CLogic addressed this issue by implementing a new, online ticketing system where either the customer or support representative opens a trouble ticket. The support team member then responds back anywhere from a few minutes to a maximum of two hours later. This definitely seems to make a new mark on the process of delivering premium customer service!