Customer Service Skills Training and ROI
Posted by Nick Niesen on October 28th, 2010
Statistics consistently reinforce that the biggest challenge in today?s contact center environment is agent training. Turnover continues to be high; new hire costs are on the rise?I?ve seen anywhere from $6500 to $10,000 quoted per agent! At the same time, losing customers because of bad call experiences negatively impacts your bottom line. What can you do? How do you justify the training expenditure?
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We all know first call resolution (one and done) is the #1 driver for customer satisfaction with best practices reported at 86%. However, if your center is at 86%, this means that 14% of your customers are contacting you more than once to resolve their issues! This not only frustrates your CSRs and yourselves, but your customers as well. Repeat calls are costly not only to operations and the bottom line, but they negatively impact customer satisfaction, and ultimately, customer loyalty.
How do you define first call resolution? And how do you?if you do?calculate it? Research shows that there is no common measuring method. However, what gets measured gets managed, and what gets managed gets better.
In a recent study (Ascent Group) more than 90% of companies measuring first call resolution reported improvement in their performance. Another study (callcentres.com) reported a dramatic fall in call volume?identifying that a minimum of 20% of all calls were repeat calls from customers needing an answer or help they didn?t get. Further, that the absence of first call resolution was found to account for a minimum of 30% of a call center?s operational costs!
The bottom line: Invest in your people?give them the training, the tools, and the authority to get their job done right the first time. After all, CSRs are the interface who handle customer issues. One of the foremost methods to boost customer satisfaction?and improve first call resolution?is to consistently and ongoingly train, train, train your CSRs in world class customer service skills.
About the AuthorNick Niesen
Joined: April 29th, 2015
Articles Posted: 33,847
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