The benefits of delivering FCR, assuming it is done right, include:
1. Demonstration that the company is there for customers where they need help.
2. Respect of customer time, which will then translate into greater loyalty.
3. Demonstration of employees' competence, and therefore the company's competence.
4. Savings on repeat calls.
5. Savings on potential customer's defections or bad mouthing due to frustration and incompetent service.
To achieve such a performance level, require certain access to information, tools and authority to get the problem resolved without a need for escalation.
The indicator for success is rather simple -- it's whether the customer says so.
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