Customer satisfaction and FCR (first call resolution) have an obvious correlation with one another. When FCR increases, customer satisfaction increases as well. Of course, the opposite is also true – if FCR rates drop, the customer satisfaction will also decrease. That’s why, the most effective call centers monitor their FCR rate and take the needed measures if this vital metric […]
Customer service is a vital part of any customer oriented business. And as a primary way to communicate to your clients, it should be stellar and complete process that provides people with positive customer experience. However, the perfect customer service is not something that happens by itself. In order to achieve such state your company needs to follow 11 basic […]
6. Quality control – companies that provide professional call centers as a service strive to achieve a certain quality that they defined in their service level agreement (SLA). This means that all customers’ calls and messages will be monitored for quality. Such quality metrics like answer time and first call resolution have top priority, for example. Such metrics are carefully […]
Big companies prefer to stay focused on core competencies to stay successful. This is why they outsource the functions of their call centers to specialized service providers as ours. Handling all the phone calls, emails and web chats in-house might seem like a good idea, but establishing a multichannel contact center is expensive. It requires facilities, technology, equipment and a […]