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Is first call resolution enough?
Companies all across America are starting to get it. Customers can’t stand it when they have to contact a company multiple times to get their questions answered and their problems solved. Scripted customer service reps repeat the mantra, informing customers that their company ‘strives for first call resolution’.
While a good first step, customer experience leaders take it a step further and vigorously pursue the root cause for that first call. Was something wrong with the product or the instruction manual? Did the sales channel set the customer up wrong or set the wrong expectation. Customer service is often the only place where these trends can be seen. Accordingly, customer service has to champion the elimination of these customer irritants altogether. We’ve been there before, and can help you notice root causes others miss. Contact us today.
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