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 52

Customer Service Call Center First Call Resolution Customer Retention 52

West Monroe

NOVEMBER 29, 2021

American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. But this situation didn’t just come about during the pandemic. And these feelings translate into a burgeoning business issue. What might that look like?

Net Promoter Score 52

Net Promoter Score Healthcare First Call Resolution Survey 52

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. Frustrated customers, or customers who want to connect with someone who can help with purchase decisions, will consume more of agents’ time on the front line. “

Self Service 40

Self Service Trends Customer Service Contact Center 40