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Integrate initial resolution

[Music] what is the connection between first call resolution and customer satisfaction and why is that important well first of all first call resolution means that someone was able to contact your call center and have the question answered on the first call and to their complete satisfaction this is important because it demonstrates your company's commitment to your customers and that in turn leads to better business outcomes what is the connection between first call resolution and a well-run contact center and why is that important your first call resolution scores are significantly enhanced when you have the proper alignment between people process and technologies so in the case of first call resolution in order to get that metric high you need to make sure that number one you have people who are on staff and ready to take calls you need to make sure that your agents are properly trained and that they have the ability to answer the questions that are being put to them and third if they need to go research information that they have access to the resources that they need now these things don't happen by accident behind every well-run contact center you have good call center managers that work to make sure that the contact center is properly staffed and that agents are properly trained so this brings us back full circle to improve first call resolution means to improve your customer satisfaction scores and it also means that you're improving your contact center performance and efficiency so what's the best way to measure first call resolution well if you are to go to the Internet and search first call resolution you'd find probably a half a dozen ways that you could calculate this metric and they're all pretty complicated you're trying to identify the amount of rework and of that how much of that is going to be subsequently work etc etc but frankly it doesn't have to be that complicated the easiest way to measure first call resolution is to simply ask your customers send them a survey and say did we answer your call the first time that you tried to contact us and did we do that to your satisfaction now since it's that easy why don't you start measuring first call resolution today any improvements that you make to this metric will only enhance your customer satisfaction and also make improvements to your contact center what should a contact center leader do if their first call resolution scores aren't measuring up well first of all don't second-guess what the problem may be as we mentioned a moment ago it's really easy to ask customers not only are their calls being answered first go but you can also ask them if the call wasn't answered what the problem was many times the problems will come back to agent preparation or giving agents proper resources so there are some technologies that you might want to invest in you may...