BPO WorldWIdehat einen Beitrag geschrieben.16. Januar 2017
Fundamentally, First Call Resolution (FCR) means that a customer's support call is handled through resolution to the customer's satisfaction in their first interaction with the call center. While not all calls can be resolved this way - most should be, and the following should help you achieve that goal.
First call resolution is your most important KPI, It directly addresses the goal of your support center – problem resolution.
Studies show that up to 12% of your customers will leave if th...
