First Call Resolution (Refining Service Systems)

Updated: Jun 14

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

That's called First Call Resolution.

How does it happen?


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, if the team works 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. Document 'confusing' phone calls.

  2. Discuss them at your next staff meeting.

  3. Create a system to quickly action them.

  4. Next time it happens, it's solved instantly .

Agile teamwork at its finest.

There is NO LIMIT to DELIGHTING customers.


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