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High Quality CS Solutions – Not ‘REPLIES’
83 – 88% First Contact Resolution
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| Incidents assigned | 2117 |
| Total responses required | 2530 |
FCRR
First contact resolution rate | 84.6% |
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As your CRM would churn out, defecting customers either iterated a few times over, or just claimed refund.
We use FCRR as a quality metric and to watch out unjustified or irate iterations, leading to defection.
On Time Response – Predictability
Measured for b2c on a high EQ customer base
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Average time to response:
90% contacts at around 8 hours
Target of 12 – 18 hours
SLA 24 hours
Measured during a time period where contacts
increased 800% over 3 to 4 weeks
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Quality factors that help ASA
Thorough diagnosis – ensures that all aspects of the incoming incident is covered. Avoids iterations and closes
incidents on time. Fact based humane CS more than policy statements or freebies
Clarity in communication – simple sentences, setting clear expectations
Solving reported problems – not replying to questions
Awareness of cost of customer loss leading to retention
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