Remove Average Handle Time Remove First Call Resolution Remove Policies
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Beyond Issue Resolution: Why It Makes Sense to Outsource Content Review to Your Contact Center Partner

BlueOcean

In both cases, there is also thorough initial and ongoing training to ensure every agent has the intricacies of your brand top of mind and stays up-to-date with evolving policies. In customer service, that looks like average handle times, first call resolution rates, and customer satisfaction scores.

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26 Tips for Improving Your First Call Resolution Rate

Stella Connect

First Call Resolution (FCR) is the most important metric your contact center can measure. Why Is First Call Resolution So Critical? The higher your first call resolution rate, the more positive your customer experience and the higher your customers’ lifetime value (CLTV).

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26 Tips for Improving Your First Call Resolution Rate

Stella Connect

First Call Resolution (FCR) is the most important metric your contact center can measure. Why Is First Call Resolution So Critical? The higher your first call resolution rate, the more positive your customer experience and the higher your customers’ lifetime value (CLTV).

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How to Improve Call Center Customer Service

TechSee

Similarly, call center agents are measured on their average handle times. These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. First Call Resolution (FCR) : Striving for first call resolution should be a key objective.

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Improve AHT: here’s how top contact center decision makers do it

TechSee

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. Measuring – and reducing – the duration of each call has long been seen as the most important way to ensure efficiency, plan headcount and reduce operational costs.

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52 Contact Center RFP Questions to Ask Vendors

BlueOcean

Detail roles and responsibilities, policies, and measurements. Reporting In this section, you want to find out how the vendor measures their call quality and what measurements they have used in the past. What strategies have you deployed to maintain and nurture your culture with a mix of on-premises, remote, and/or hybrid employees?

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52 Contact Center RFP Questions to Ask Vendors

BlueOcean

Detail roles and responsibilities, policies, and measurements. Reporting In this section, you want to find out how the vendor measures their call quality and what measurements they have used in the past. What strategies have you deployed to maintain and nurture your culture with a mix of on-premises, remote, and/or hybrid employees?