Discover the pre/post-COVID-19 employee and customer experience benchmark research for employee and customer satisfaction metrics.| SQM Group
First Call Resolution (FCR) is widely considered the key performance metric that provides a balanced view (quality and cost) of a call center’s overall performance.| SQM Group
Many call center leaders are unaware of the differences between the best versus the worst-performing Agents for FCR and the impact on costs.| SQM Group
Improve your FCR rate - identify repeat call reasons, and determine the root causes to help you develop a plan to action| www.sqmgroup.com
You can make a strong business case for using FCR as an enterprise-wide metric for which all employees at all levels are held accountable.| www.sqmgroup.com
The helpdesk agent support queue plays a vital role in helping customer service agents and customers resolve calls.| SQM Group
Discover the impact that First Call Resolution has on Net Promoter Score® NPS and how improving FCR will increase promoters and reduce detractors.| www.sqmgroup.com
Discover the impact the FCR metric has on Customer Retention and how improving FCR increases secure customers and reduces customers at risk of defection.| SQM Group
Learn how to calculate your First Call Resolution rate to discover how efficient you are at serving your customers.| www.sqmgroup.com