Is ‘First Contact Resolution’ Your Call Centre Priority?

Monday, February 24th, 2020

In many customer services operations, resolving a caller’s problem or query on the first contact is an important target.

That said, such resolution is rarely a simple job and requires intervention by friendly, personable and highly trained agents, often with access to omnichannel solutions, and all of which relies on having highly efficient internal procedures.

Always Keep One Eye on all the Metrics

It is important to ensure that the pursuit of this goal does not mean that some other common call centre efficiency metrics are detrimentally affected. For example, if a business also prides itself on having the shortest possible call times, pursuing a permanent solution on the first contact could then result in longer interaction times.  

In this case, agents might be made aware that spending more time with a customer to achieve a full and final solution is acceptable even though it may be at the expense of other metrics. 

New Challenges for Customer Service Agents

Of course, longer call times can provide agents with a new set of challenges. Keeping the conversation flowing naturally and ensuring that an emotional connection is maintained with the customer throughout is essential, not just during voice calls but on any live chat interactions too. 

Get Help from an Inbound Call Centre

If prioritising first contact resolution is a key customer services goal in your business, then a professional inbound call centre such as mplcontact Sutton Coldfield may be the answer.  

For a confidential, no-obligation chat call us here today on 0121 362 7001 or alternatively, just click HERE to contact us via the website and one of our experts will be in touch to see how we could really help your business with this.

We look forward to hearing from you.

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society