5 Tips For Achieving First-Call Resolution In Customer Service

First call resolution is the ability for a customer to resolve their problem on the first phone call. It's important to customers, and it's important from a business perspective too.

According to research from The Aberdeen Group, "companies with high first call resolution are also more likely to have high customer loyalty and satisfaction."

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First call resolution (FCR) is a term that refers to the goal of resolving the issue on a customer's first call, without having to transfer them or make another call. The idea behind FCR is that it's much better for customers if they can get their problem solved right away, rather than having to wait for further steps. Let's go over a few steps to help improve this metric for you.

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• Understand the problem, an advantage of live video sales and service is you can get a better understanding of the problem at hand, with this the customer can show the issue in real time with their camera or share the screen. Take this advantage to identify and resolve issues on the first contact.
• Train the team, with Spicydesk you can record all the live calls, use the calls to identify common issues customers are having and the successful and not success ways reps are solving these issues. This method prepares the team for inbound issues that can be resolved quickly on the first customer interaction, lifting confidence in not only the team but the customers as well.
• Prepare your workspace, if you are going to share your screen or present a series of products to the customer you want to prepare. No need to have to leave the call and go find something or fumble around the web browser looking for the right screen to share, be prepared in advance. I have seen preparation for live video calls work wonders for the team.
• Show your skills, the team knows they are good at resolving customer issues, this is the chance to showcase even more. Encourage the team to show the customers using live video that they are here to resolve issues, learn the customers needs and provide the best service possible.
• Celebrate every win, when using new technology, roadblocks will appear, there may be a learning curve for the team, maybe even a little anxiety about being on video. It is important to congratulate the team members when they solve issues through live video. This is a great time to boost confidence in the team and let them know, you got this.

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Thanks for reading and I hope you found some value in it.

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