A customer will probably remember the first call that he or she makes to contact a business or a company. Depending on how it ended, they can turn it into a topic of jokes or stories — either in a positive or negative way. “First impressions always last,” that is what the maxim says. That is the very reason why CSAT (customer satisfaction) should be the number one priority of companies around the globe.
Customer Care For Better Resolution
It is a known fact that a happy customer translates to a happy business. And because of that, companies should strive to make their customers happy. They should list customer care as their number one priority.
Achieving CSAT (customer satisfaction) usually takes place a company answers its customer in just a single call. It is when a brand or business does not make the customer wait for minutes or hours with no solution to their problem. Since Maritz has reported that 83 percent of customers have told a negative experience to another person, it is right to say that first call resolution should be improved.
The Importance of First Call Resolution To Contact Centers
One must learn the concept behind first call resolution, not just understanding the term. It dramatically impacts the profitability of a call center by giving customers accurate answers to their first call which makes them satisfied with the service. In addition, several companies’ senior managers may not be familiar with how greatly first call resolution influences customer loyalty and CSAT (customer satisfaction) score.
According to Netcall, 95 percent of consumers have stated that contact centers fall short on first contact resolution. They also stated that the first time they make contact with companies, the vast majority of consumers, up to 95 percent, do not always get the resolution they are looking for as reported by Censuswide Research. That results in customers making another call to get the answer they want and to finally solve the problem they have.
Bluewolf has indicated that even a mere percent of improvement in first call resolution will give the company less operational cost as much as $276,000. “These results show that by improving and simplifying the way interactions are managed, customer-facing organizations have a huge opportunity to increase brand loyalty and reduce the overall cost of call management,” commented Netcall CTO, Richard Farrell.
Basically, customers reach out to call centers to look for answers. If call center agents manage to accommodate and provide answers to customers, it is guaranteed that they will never dump the brand or company and stay loyal over the next several years. This fact is backed up by American Express research. They said that two-thirds of customers are more willing to spend after being served well.
Today, there are modern self-service technologies and alternatives that intend to make things easier for consumers. However, these will not eliminate the need for call centers.
Customers realistically expect that problems with your products or services will come up occasionally. On a good note, they are generally eager to understand, forgive, and let go of these occasional problems. And that is why call centers are very important since they are glad that they have someone to turn to every time they have problems with your products and services. If the customers’ experience with your center is a positive one and their problem is answered on the first call, it may essentially amplify their loyalty. In the end, your CSAT (customer satisfaction) score will increase.
After improving your first call resolution, your customer service, in general, will also improve. If you cannot do this by yourself, there is always outsourcing companies like Magellan Solutions to help you. Contact us now!
Have you resolved customer issues on first contact? Share your thoughts with us today.
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