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

With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands. Should social media channels be managed by marketing teams, or by customer service teams? How might they share that responsibility?

Self Service 40

Self Service Trends Customer Service Contact Center 40