For individuals who’ve spent whenever whatsoever inside the live answering services company industry you should understand that resolve a customer’s problem round the try (first call resolution) is not always the primary factor around the mind. Rather, the primary focus is on making the customer happy with marketing, but believe will there be to produce a customer happy instead of fix their problem round the try?
First call resolution in the managing perspective is decided can be a percentage calculated by dividing the quantity of customers whose call was resolved round the try with the final number of shoppers that referred to as in. In the customer care representative’s perspective, to really make the best work for balance improving first contact resolution they are going to need to try to resolve every all they receive round the first attempt.
There’s another metric that resembles first contact resolution and that is “one and done”. I’ve belief that certain and done is a pretty recent metric because the earliest references I am capable of finding in it originate from 1996. One and done is yet another percentage that is always under or similar to the initial contact resolution percentage.
One and done is calculated by dividing the quantity of calls that have been resolved round the try with the final number of calls (furthermore, it offers second, third, fourth, or maybe more calls once the customer grew to become of make contact with that numerous occasions.
First call resolution provides you with a great review of profits departments contact resolution performance whereas, “one and done” supply you with a apparent indicator a vast amount of money might be saved by improving first call resolution performance. In the event you improve one of these brilliant metrics, you’ll more often than not boost the other.