THE WHATIS.COM WORD-OF-THE-DAY March 21, 2003 first call resolution
______________ SPONSORED BY: Global Knowledge BECOME THE EXPERT! Global Knowledge is a worldwide leader in IT education and enterprise training solutions, offering more than 700 courses. For a limited time purchase any 3 courses at one time, and get $1,000 off the total! Choices include Network Security, Microsoft Windows 2000 Server, and Linux Administration. Click here to review our entire course catalog http://WhatIs.com/r/0,,11653,00.htm?globalknowledge ________________ TODAY'S WORD: first call resolution See our complete definition with hyperlinks at http://searchcrm.techtarget.com/sDefinition/0,,sid11_gci887386,00.html In customer relationship management (CRM), first call resolution is properly addessing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call. Talk time (the average time an agent spends on each call) is a common call center performance metric. In general, fast talk time averages are desireable. However, fast talk time averages accompanied by poor first call resolution rates are a sign that customer calls are not being answered satisfactorily. Call center managers carefully monitor follow-up calls because in addition to being an indication of customer dissatisfacion, follow-up calls create an overall increased call volume which, in turn, requires more agents. In general, a call center manager will accept an increase in talk time, as long as the first call resolution rates increases as well. 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