2009, 2015 and First Call Resolution - Customer Experience Update

Why Do You Need to Outsource Customer Service Solutions to a BPO with Low Attrition Rate?

Magellan Solutions

JUNE 15, 2021

One KPI that they can greatly influence is your first call resolution (FCR). The ideal FCR for a call center company is 74%. Imagine how many calls they can solve during the first call with all the experience they have from years of working. Average Attrition Rate for the BPO Industry.

Customer Service

Customer Service Call Center First Call Resolution Customer Retention

The Top 4 Customer Service and Performance Management Trends to Look for in 2018

Stella Connect

JANUARY 25, 2018

According to a 2009 Booz & Company report , customer feedback is “one of the largest untapped resources for companies”—a veritable gold mine of business intelligence. retailer showed that from 2015-2016, just 7% of the brand’s customers shopped exclusively online and 20% shopped exclusively in store.

Self Service

Self Service Trends Customer Service Contact Center

Customer Experience Update

Why Do You Need to Outsource Customer Service Solutions to a BPO with Low Attrition Rate?

The Top 4 Customer Service and Performance Management Trends to Look for in 2018

Webinars

Stay Connected