The Challenge:

How to reduce the amount of times a customer must call in to resolve a single issue (first-call resolution)

The Client:

Major international telecommunications company

Situation:

Customers who call in multiple times about the same problem cost a company time and money. With the proper training and knowledge base, call center representatives would be able to resolve a customer’s issue on the first call.

Action:

Mindshare’s customer satisfaction survey technology was installed to track satisfaction levels of customers who had called into the call center with issues. With Mindshare, each customer is presented with the option to take a survey regarding their experience with the representative on the phone. After the customer finishes their initial call, those who agreed to take the survey receive an automated callback from Mindshare, and are connected to the survey. Along with other questions regarding their experience, they are asked if their issue was resolved on this call. If they say &lddquo;no,” they are then presented with a follow-up question inviting them to explain what issues were unresolved on this first call. In this way, our client is able to measure customer satisfaction in multiple areas, rating the performance of individual agents across several variables, including the percentage of time that problems are resolved on the first call.

Results:

Using customer verbatim voice comments, our client was able to pinpoint areas where training and agent knowledge were lacking. The “first-call resolution” score during the first month of using Mindshare was 57 percent. After using the Mindshare system for 10 months, including following up on areas of deficiency, our client was able to increase “first-call resolution” by 14 percentage points to 71 percent (a 25% improvement)!