DUBLIN--(BUSINESS WIRE)--Research and Markets (http://www.researchandmarkets.com/research/wgtps2/achieving_first) has announced the addition of the "Achieving First Contact Resolution 2014" report to their offering.
This research was conducted in the spring of 2014 to better understand how different companies and industries are measuring and tracking First Contact Resolution. This is the eighth study of first contact resolution.
Companies were asked to share measurement strategies and experiences to identify the practices that lead to higher first contact resolution and ultimately to higher customer satisfaction. They were also asked to provide their plans moving forward as well as lessons learned along the way.
Achieving First Contact Resolution 2014 will share measurement approaches, lessons learned, challenges overcome, plans for the future, and practices that have led to improved First Contact Resolution performance. In addition, the report will provide detailed results and analysis from the survey itself and detailed "best practices" demonstrated by our participants.
An extract from Achieving First Call Resolution 2014
How many of your customers' issues are resolved on the first contact? It sounds like it should be easy to measure, however many companies have found it difficult to define first contact resolution, much less measure it consistently. Tactics to measure first contact resolution vary greatly from company to company. Our survey confirms this. While some companies are measuring first contact resolution, many are not and would like to.
Customers expect to bring a problem or question to your attention and have it resolved in a timely manner. Not all inquiries can be resolved immediately or on the first contact. However, advances in technology, increasing employee empowerment, and scrutinizing evaluation will increase the number that can.
80% first contact resolution performance sounds good. Yet with an 80 percent first contact resolution, 20 percent of customers require multiple contacts with your company to achieve resolution. An 80 percent first contact resolution means your customers average 1.2 contacts to resolve a question or issue. The 20 percent repeat contacts represent increased call volume and field visits, inflated operating expenses, and most importantly, dissatisfied customers. Dissatisfied customers are more likely to defect and more likely to tell others about their experiences.
For more information visit http://www.researchandmarkets.com/research/wgtps2/achieving_first