Monitoring the first-call-resolution rate can help customer service managers reduce customer churn

New Ideas in MarketingEssential news for marketers, summarised by YouGov
June 02, 2020, 11:28 AM UTC

The first-call-resolution rate as per the industry benchmarks should be 70-75%.

This piece suggests essential metrics that companies can track to monitor the efficiency of their call centre teams. Managers should track first-call-resolution (FCR) rate to identify how well they are resolving customer queries in their first interactions.

Businesses should observe their average speed to answer (ASA), to measure the average time taken by an agent to pick up a call. According to the State of Customer Experience report by Genesys, just about 10% of users are ready to hold the line for more than 5 minutes.

Abandonment rate is another critical metric to monitor, to identify the percentage of calls that customers end from their side. It can help managers track the satisfaction level of the callers, with the average waiting time and overall customer experience.

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