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Published on Apr 16, 2018
A call center is not a success if the rate of customer satisfaction is low. If a customer comes with a query and got a solution immediately on his/her very first effort made, this defines First Call Resolution (FCR).
This is one of the meaningful parameters that measures the ability of the call centers to resolve the incoming inquiry on the first attempt.
Discover top ways how call centers can improve their First Call Resolution (FCR) and provide an outstanding customer experience.