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Benchmarking
Level 1 FCR Study
Level 2 FCR Study Study Comparison Certification Tracking Employee Exit Program Quality Assurance Consulting Training Program Other Studies Home 
Phone: (800) 446-2095 Fax: (250) 260-7821 Email: inform@sqmgroup.com Website: www.sqmgroup.com |
Why you should participate in our First Call Resolution StudyDo you know what your First Call Resolution rate is from a customer perspective? Do you know what your First Call Resolution rate is by call type? Do you know how to define and measure First Call Resolution? Do you know why customers have to call more than 1 time to resolve their inquiry? Do you know how your First Call Resolution performance is impacting your operating cost? Do you know how your First Call Resolution is impacting your customer satisfaction performance? Do you know your targeted opportunities for First Call Resolution and customer satisfaction improvement? Do you know how your first call resolution performance is positively or negatively impacting your organizations ability to retain customers? If you don't have quality answers to these questions, let the experts at SQM Group assist you in measuring and improving your call center First Call Resolution performance.
Main Reasons to Improve your First Call Resolution PerformanceThere are four main reasons to improve First Call Resolution performance: Reduce operating cost - if you are performing at the call center industry average of 67% First Call Resolution rate, you need to understand that at least 33% of customers calling your call center have to call back because their issue was not resolved on their first call. The cost to the call center is enormous. Improve customer satisfaction - by having high First Call Resolution. Customer satisfaction drops an average of 15% with each call back, so the impact call backs have to your overall customer satisfaction is enormous. Increase opportunities to sell - Customers' needs must be resolved before the CSR has earned the right to move onto any sort of sales activity. If the CSR moves to the cross sell too early the customer is irritated and feels the CSR is pushing the organization's needs, rather than serving the customer. Improve employee satisfaction - an organization with low First Call Resolution often has low employee satisfaction and high turnover. Interestingly, only 10% of employees are satisfied that management focuses on improving FCR! The stress on the employee of taking the second and third call from that customer whose issue wasn't resolved the first time is huge. Study MethodolgyThe First Call Resolution Level 1 Study takes key aspects of your call center's customer satisfaction and operational performance and brings them together for a deeper insight into your First Call Resolution performance. There are two main modules: 1. Customer Satisfaction 400 telephone surveys are conducted with customers who have had a transaction with your call center within 1-3 days of their call. The survey is an in-depth interview and is 4-5 minutes in length and is based on 8 questions. SQM's customer survey has a proven track record for measuring the attributes that improve customer satisfaction and First Call Resolution performance.
Call center management complete an operational questionnaire which covers 100 metrics, such as service levels, cost per call, call volume, calls handled, training days etc. The data for these two modules is collected separately. However, the report combines the data so that you gain greater insight into what really drives your customer satisfaction and First Call Resolution performance. Reporting DeliverablesA 50 page report delivered to you and your management team via conference call outlining your call center's customer satisfaction, first call resolution and operational performance. Specifically, the First Call Resolution study will provide the following:
What's Next
1. Call SQM Group at (800) 446-2095 to talk about your objectives for the project.
2. We will walk you through a sample report which will show you clearly what you can expect from Call Center First Call Resolution (FCR) / Csat Level 1 Study. 3. To get the project started, SQM Group will conduct a pre-survey consultation to walk you through the Call Center First Call Resolution (FCR) / Csat Level 1 Study implementation steps. Your InvestmentThe total investment for the Call Center First Call Resolution (FCR) / Csat Level 1 Study is $6,995 plus applicable taxes. The only additional charge will be to cover travel and accommodation expenses for an SQM consultant to deliver the results to you and your team on site. Additional customer surveys for 10-15 questions is $10 per survey. Surveys with more than 15 questions have an additional charge of $1 per question. |
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