All Field Services or Support Services teams have First Call Resolution (FCR) in their metrics. During my nearly 40 years in the technology industry, I have worked for hardware and software solution providers and together, and in short, FCR takes care of answering or resolving customer problems on the first call. Hopefully the goal is clear: I hope to solve the problem first as quickly and at the lowest possible cost. The details are convincing; Do it right and your cost structure will be attractive and your reputation for customer service will be in a good place.
Some
companies have found the right combination of people, processes and technology
to achieve world-class performance and do it consistently. Unfortunately, too
many companies have failed to achieve this goal and this has resulted in
customer satisfaction, high customer service costs, and ultimately negative
competitive consequences due to their inability to perform FCR consistently
with the expectations of the company. customers. Recent industry research
provides clear evidence of a very powerful correlation between FCR and customer
satisfaction.
Industry
research provides clear evidence of a very powerful correlation between FCR and
customer satisfaction.
Having
been on all sides of the table (now customer, supplier, and consultant) of this
important discipline for customer service, this article is an aggregation of
the most effective experiences and approaches we have observed. on how to do it
properly.
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