Mword of mouth and revenue

rh0184272@gmail

Mword of mouth and revenue. Download the report Pros and Cons of Tracking First Contact Resolution Rate Pros and Cons of Tracking First Contact Resolution Rate: Two Chess Pieces The CPR is an excellent tool for measuring success, but it doesn't have all its strengths. Benefits : The SQM Group First Contact Resolution guide states that for every 1% improvement in R.PC, operating costs are reduced by 1% because less time is spent on support. So no surprise: a high RPC rate is linked to greater

Dcustomer satisfaction. According to the SQM Group, every 1% improvement in first contact  Lebanon Phone Number Data resolution invested translates into a 1% improvement in customer satisfaction. Referral and customer retention also correlate positively with RPC rate. According to the SQM Group, employee satisfaction increases at the same rate as first contact resolution, or even more in some cases. If agents have to deal with repeated calls from customers regarding the same issue, it's likely they'll also deal with many upset or angry



Dcustomers , which can be stressful. Disadvantages: While a high RPC rate is a good sign, it doesn't mean your support experience is perfect. A high RPC rate may indicate that your self-service resources are insufficient. If customers frequently contact you with simple issues or basic questions, you may need to add content to your website so they can handle more things on their own. Agents can also drive up your CPP rate by finding quick fixes that aren't helpful in the long run. They look for the easiest solution