View All Courses

First Contact Resolution

5 Lessons
9-9 Minutes
0 Quiz Questions

Course Overview


Reports show 12% of customers will leave a company if it takes two or more calls to resolve their issue. This course shows customer-facing employees how to resolve customer issues on the first call. Focused on the science and practice of First Contact Resolution (FCR), this course teaches employees how to get a customer’s question answered or query resolved during the first contact. Upon learning about the FCR rate, employees then learn the importance of accurately measuring the company’s current FCR rate. This enables your team to develop plan for improving FCR in the workplace. Present this course so all customer service employees understand how to improve their company’s First Contact Resolution rate and recognize the impact doing so has on the company’s success and brand.

First Contact Resolution thumbnails on a slider
First Contact Resolution thumbnails on a slider
First Contact Resolution thumbnails on a slider
First Contact Resolution thumbnails on a slider

    Key Audience


    Customer service personnel throughout the company

    Course Topics


    Introduction
    Understanding First Contact Resolution
    Managing First Contact Resolution
    Tips To Improve First Contact Resolution
    Recap

    Workplaces


    Offices

    Course Detail


    Course ID
    lplnfcre_vod

    Time

    9-9 Min
    Questions
    0

    Languages

    en

    video format

    HD

    captions

    No

    Resources

    Yes

    Lessons

    5

    Remediation

    Yes

    Bookmarking

    Yes

    Feedback

    Yes

    Microlearning

    no