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First Call Resolution (refining Service Systems)

Updated: Nov 3, 2022

Imagine calling a Business and the person who answered, solved your problem.

That's called First Call Resolution.


In other businesses

The team must first realize that FIRST IMPRESSIONS COUNT.

If 'reception' is seen as inefficient, the whole company will be too.

Instead of a just-deal-with-it! attitude, the team needs to work together to BACK the person that answers the phone to give them the authority and power to act, then problems will be quickly solved

  1. 'Confusing' phone calls are documented

  2. Discussed at next staff meeting.

  3. Create a system to quickly action them.

Agile teamwork at its finest.

BUT In Real Life, this rarely happens

As a solopreneur, you can always make it happen

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