OVERWHELMED BY FIRST CALL RESOLUTION? DON'T BE!

Before we go further, here are a couple of compelling statements from recent studies on First Call Resolution

"Forty-four percent of participants measuring first contact resolution for more than one year reported FCR improvement."
                                                                                                          - Ascent Group Study Report 2017


"...for every 1 percent improvement in FCR, there is a corresponding 1 percent improvement in customer satisfaction."
                                                 - Research and consulting firm Service Quality Measurement Group

 
 
 

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