Each field service or support group has a First Call (FCR) in their measurements. For nearly 40 years in the technology business, I have also worked with equipment suppliers and software solutions and, in a nutshell, FCR is the answer or solution to customer problems at the first call. Hopefully the goal is clear: find a solution to the problem as quickly as possible and at the lowest possible cost. Great news; Understandably and your prices will be pleasing to you and you are well-known for customer service in a good place.
Some
companies have found the best way to mix people, the process and the technology
to get to the forefront of call and do it consistently. Fortunately, many
companies have failed to achieve this, resulting in low customer satisfaction,
high cost of customer service, and ultimately the negative impact of competing
inability to perform FCR in a way that meets customer expectations. customer.
Recent industry studies provide clear evidence of the relationship between FCR
and customer satisfaction.
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