Maximizing First Call Resolution

The Challenge:
How to reduce the amount of times a customer calls in for service regarding the same issue. (First Call Resolution)

The Client:
Major international telecommunications company.

Situation:
Customers who call in multiple times about the same problem cost a company time and money, when with the proper training and knowledge base, call center representatives would be able to resolve a customer's issue on the first call.

Action:
Mindshare's customer satisfaction survey technology was installed to track satisfaction levels of customers who had called into the call center with issues. With Mindshare, each customer is presented with the option to take a survey regarding their experience with the representative on the phone. After the customer finishes their initial call, those who agreed to take the survey receive an automated callback from Mindshare, and are connected to the survey. Along with other questions regarding their experience, they are asked if their issue was resolved on this call. If they say "no," they are then presented with a follow-up question inviting them to explain what issues were unresolved on this first call. In this way, our client is able to measure customer satisfaction in multiple areas, rating the performance of individual agents across several variables, including the percentage of time that problems are resolved on the first call.

Results:
Using customer verbatim voice comments, our client was able to pinpoint areas where training and agent knowledge were lacking. The "First Call Resolution" score during the first month of using Mindshare was 57 percent. After using the Mindshare system for 10 months, including following up on areas of deficiency, our client was able to increase "First Call Resolution" by 14 percentage points to 71 percent (a 25% improvement)!

For downloadable pdf copy, right click here and select "save target as".

About Mindshare Technologies
Mindshare helps companies improve operational excellence, foster consumer satisfaction, build customer loyalty, and support employee retention.  Our industry experts guide clients in building comprehensive Enterprise Feedback Management (EFM) solutions.  Mindshare's proprietary survey technology captures the voice of the customer in real-time and immediately transforms it into actionable intelligence through powerful and incisive reporting. As a hosted system, Mindshare is affordable and flexible, providing automated surveys and reports tailored to each client’s specific needs.  The reports are web-accessible 24/7 or by scheduled email delivery.  Mindshare serves more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive, and retail. Clients range from small regional chains to large multinational corporations. For information, visit www.mshare.net or contact us:

CONTACTS:

Richard Hanks John Sperry

(801) 743-7580 (801) 743-7567