June 04, 2012
3CLogic Boasts 90 Percent First Contact Resolution (FCR)
A critical determinant of customer satisfaction, First Contact Resolution (FCR) is a necessity for contact centers looking to improve customer service and increase customer retention rates, all while reducing operating costs.
3CLogic (News - Alert) recently blogged that over 90 percent of their contacts that are received during regular operating business hours – whether calls, e-mails or chats – are resolved during the first contact without customers needing to go through a second. This impressive turnaround has not gone unnoticed by the company’s customers.
The company, which delivers remote services which are always on-demand, goes into further detail about how they achieve such high FCR rates, which are clearly imperative in building and maintaining a company’s customer satisfaction rates.
- Superior Support: 3CLogic makes it known that their Support staff members are fully and properly trained, and are also provided with access to customer information to quickly and efficiently resolve all incoming issues and/or inquiries.
- First Hand Experience: The company’s support staff and customers use the same contact center solution to make and receive calls as well as manage the contact center as a whole. This makes handling customers’ issues a breeze, as the support staff is able to experience the software first hand and thus understand every question with full comprehension.
- Back to the Basics: 3CLogic’s call center solution is designed with one thing in mind: simplicity. This provides customers with all of the tools needed to get the job done in the most efficient way possible.
- Accommodating All: The team at 3CLogic has made it their mission to define processes to closely monitor e-mails and chat so that they may accommodate customers who are using non-voice channels, sometimes even addressing their problems faster than if they were to dial in.
It’s difficult to manage 24/7 support and simultaneously maintain high FCR rates; 3CLogic addressed this issue by implementing a new, online ticketing system where either the customer or support representative opens a trouble ticket. The support team member then responds back anywhere from a few minutes to a maximum of two hours later. This definitely seems to make a new mark on the process of delivering premium customer service!
Edited by Brooke Neuman