First Contact Resolution

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.