Elevate Your First Call Resolution: 10 Essential Tips

ELIMINATE CUSTOMER EFFORT We’ve all been stuck in this same frustrating situation: You call a company for help with one of their products. Their IVR system is disorganized and unclear, and you get transferred to every department other than the one you are trying to reach. By the time you get a live person on the phone, you’ve already explained your needs multiple times when you’re met with an individual that has not been trained to handle your specific need. You don’t have the time to keep waiting on the phone, so you are forced to hang up and plan to try again tomorrow. When you get off the phone, you make a promise to yourself that you’re never going to use this company again.

We can all agree – the situation stinks. You know firsthand how a single interaction like this can destroy customer loyalty. So, let’s make sure you don’t put your customers through that same experience and that your operations don’t experience the impact of dissatisfied customers. When it comes to customer service, convenience and speed should be top priorities. Eliminating the effort your customer must exert to receive a resolution is vital. Review your IVR flow to ensure efficient navigation, train your agents to provide quality service, and establish a comprehensive knowledge management system that can support an agent in every possible customer interaction. There is a myriad of ways you can streamline the steps in your customer journey to optimize for speed, ease, and positive interaction.