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

Magellan Solutions

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.

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Service Untitled» Blog Archive » First Contact Resolution

Service Untitled

Home About Service Untitled Subscribe for Free Consulting Contact Archives First Contact Resolution Douglas March 16, 2009 Behind the Scenes , Customer Service Experience , Little Things, Big Differences 2 Comments First contact resolution is one of the most important things in customer service.

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Mental health is now a workplace issue. How should businesses address it?

West Monroe

American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. Pressure to always be “on” can be a result of workplace culture and individual managers. But this situation didn’t just come about during the pandemic. What might that look like?

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

Stella Connect

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. Nearly a decade later, few brands have moved to capture that value. All of these practices are important, but everything hinges on awareness.