First Call Resolution - Free Snapshot Report

Is it a single most important key challenge to improving Customer Satisfaction? How can you improve productivity and improve customer satisfaction by focusing on this issue

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hgroman
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Joined: Wed Nov 03, 2010 11:44 pm

First Call Resolution - Free Snapshot Report

Postby hgroman » Wed Nov 03, 2010 11:51 pm

If you are looking for a quick and easy snapshot of the first call resolution rate for your center check http://www.primas.net/fcr
There is an instructional video at http://www.primas.net/FCR/Video/Free_FCR_Report_Instructional_Video.html where you can see how to download, install and configure the free software.
The report provides fcr rate for one week for the entire center as well as the most frequent callers (very helpful for root cause analysis)

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