MONITORING FROM THE REOPENED TICKET:
Customer calls or requests represent tickets. Thus, when there is no prompt resolution of the demands presented, these mechanisms must be reopened—the greater the number of reopening of a ticket in the First Call Resolution, the worse the service conditions.
– SMS SEARCH:
Although it is a low-cost mechanism, it is not considered one of the most effective since it asks the customer through text messages if he is satisfied with the service provided. The deficiency of this strategy is that people are not interested in answering what was asked.
– ELECTRONIC SATISFACTION SURVEY:
It is usually implemented at the end of the visits. As with the SMS survey, there is no guarantee that the customer will be willing to respond to your impressions about your requests’ resolution, especially if this has not achieved a favorable outcome for your case.
– CUSTOMER MANAGEMENT SYSTEMS:
For companies, it is always important to know how satisfied their customers are. Another way of measuring this type of information is through computerized systems aimed at presenting data related to consumers who request a certain type of service, which can be used when and where desired, streamlining different processes within organizations.
HOW TO OPTIMIZE ORGANIZATIONAL RESULTS FROM FCR
– STANDARDIZE PROCEDURES:
When someone is served, something that usually displeases is the mismatch of information, which can cause a negative image of the company. In this way, the risk of employees acting in different ways is minimized when there are established service standards.
– ADOPT TRAINING PROGRAMS:
As important as adopting standardized methods is the training for the team that will work with customer service. In addition to these employees’ professional enrichment, it is an efficient means of disseminating knowledge within the company. In these programs, one also learns to deal with unexpected situations requiring attendants to “play along.”
– ABILITY TO REACT QUICKLY TO UNSATISFACTORY RATES:
If the company has a low level of FCR, managers and operational collaborators must quickly deal with this situation.
Each hierarchical level responds peculiarly to the quality of care that a given organization provides. Thus, each agent can use these results to improve work and relationship with the consumer.
– ANTICIPATION OF THE MOST FREQUENT DOUBTS:
One way to resolve a call on the first contact is to raise the most frequent problems. Anticipate the questions that your customers may bring and delight with a quick resolution.
Also, seek to improve self-service channels, such as support blogs, tutorials, FAQs, and even chatbots. This way, you prevent unnecessary calls from being opened. Another factor that can contribute a lot to this is onboarding new customers well done.