Posted On: January 18, 2017, By: Nitin Saxena369 Views
Earlier first call resolution had been the focus of service providers, but things have changed, and the focus has turned to first contact resolution. Yes, call with an agent is not always the first point of contact today as various self-service tools have taken place. To achieve the desired FCR rate, telecom operators need to upgrade their customer service regarding both channels & support tools.
Change in Customer Behavior
Today, customers need accurate and relevant answers at the first point of contact with their service providers, as per Forrester’s blog. Further, it states that the use of the web and mobile self-service has surpassed that of agent-based on-call support. This indicates the changing preference of customers to non-calling channels, and hence, the need to focus on for better FCR.
How to Improve First Contact Resolution?
As discussed above, operators need to focus on delivering a better self-care to achieve their first contact resolution targets, but still, many customers prefer on-call support. So, focusing only on one channel is not going to help deliver the desired support.
Thus, telecoms should focus on freeing up agents’ time by diverting common queries to FAQs and advanced self-service channels. This helps solve most issues without being redirected to a human agent, allowing them to focus & resolve complex queries easily and efficiently. In short, investing in the right tools and solutions with a strategic approach helps service providers improve first contact resolution rate.
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