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First Call Resolution: The Best Practices in Contact Centers

One of the most critical steps a company can take in order to keep customer relations stable and positive is to make sure that they feel their voices have been heard and that their needs are met promptly. FCR, or first call resolution, is a gateway to improving the all-important customer experience. Keeping customers happy leads to prolonged and/or repeated business engagements and enhances the volume of referral services from individuals who trust and value your call center to make them numero uno.

Unfortunately, there are times when customers and clients face issues with their chosen provider of goods and/or services. Even the healthiest and most proactive businesses around the globe will face these problems. In order to keep customer satisfaction at an absolute maximum, companies must not only employ the best practices and quality possible, but they must also engage in FCR.

First contact resolution encompasses all media of customer communication, but it affects call center networks especially because of direct interface with customers. Irate callers tend to create more pressure because of the instantaneous, real-time nature of the communication medium. Here are some of the best practices contact centers can use not only to resolve issues quickly, but to make sure that the first call or contact is the only one necessary for the customer.

Every business should have a typical client or customer profile and build this carefully based upon the nature of their goods and/or services. Who is most likely to choose your product or service? When creating this demographic, you are also creating a profile as a baseline for customer communication. However, it is always important to consider the needs of any customer you may encounter.

In developing FCR practices within a business, members should also take careful eyes toward the history of repeat contacts across the board. Analysis of this data is key to understanding the most prevalent issues customers have not only with their reason for calling, but also for which reasons multiple contacts must be made to solve the problem. By implementing both of these policies of data gathering and analysis, unhealthy business practice patterns will become more obvious, and you may then use all resources available to eradicate the source.

The type of issue reported by the customer during contact is also of utmost consideration to FCR and customer service. Customers care more about having the issue resolved than they do about having the contact with your contact center resolved. Separate resolution resources should be allocated to billing inquiries, for example, than for other customer concerns, so that the specialized attention maximizes the ability of your contact representative to resolve the issue during the first contact.

Once full analysis has been made for your specific customer conflict analysis, first contact resolution strategies will emerge. The customer experience will improve as they feel more respected and more confident in your brand. Contributing to a synergistic relationship with customers is the first step toward development!

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Social Media in Customer Service

Customer service can be a tricky thing for both companies and customers. Social media can be a great medium of communication for those who haven’t quite receive complete customer satisfaction and want to talk to the company.

Social media can act like a call center or contact center for a company as long as the company is willing to actually listen to their customers and be willing to help. An omnichannel (also spelled omni-channel) is an approach to sales using a multichannel system that seeks to provide a more seamless customer experience while they are shopping. It comes in handy whether the customer is doing some shopping from their desktop or mobile phone/devices, from the phone, or actually visiting the store. How can a store keep in contact with its customers through social media though? Here are a few things that you can do right when helping your customers through some accidental hiccups from your products, or just customer confusion.

  • Choose a social media outlet that your customers actively use. Try things like Twitter and Facebook first, as these are the most popular conversationalist websites. Instagram wouldn’t be a great choice if you want to hear back from your customers, but would be great to advertise on. Each site has different perks that make it good for different things a business needs.

 

  • Listen when your customers have an issue. Often enough, a complaint will be raised by a customer and the company will do nothing about it and act as if it was never acknowledged. You can make your customers feel cared for by acknowledging their concerns and addressing them with a solution. Nothing can create a worse customer experience than by having their question remain unanswered or being ignored when they have a problem. No one likes to be ignored, especially when money can be involved. Try to be personal when answering questions, use the customer’s name and include your own. If you can, follow up a few days after with well wishes to check that everything is fixed. Customers remember kindness.

 

See when your customers are most active and what they have the most concerns over. You can make a FAQ (frequently asked questions) if you see particular questions pop up frequently, so your customers won’t feel like a bother by always asking the same thing. You can make a schedule that meets your customer’s activity needs by having more people answering questions when there are more questions being asked. Make sure to have some priority when answering questions, whether they are about more important issues or simple questions

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