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9. Addressing customer need on the first try

Learn the response to the ninth question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.


9. Addressing customer need on the first try

This is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call.

a. e-support
b. first call resolution
c. automatic repeat request
d. Quality of Service

ANSWER: B

In customer relationship management (CRM), first call resolution is properly addessing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call. Talk time (the average time an agent spends on each call) is a common call center performance metric. In general, fast talk time averages are desireable. However, fast talk time averages accompanied by poor first call resolution rates are a sign that customer calls are not being answered satisfactorily.

Call center managers carefully monitor follow-up calls because in addition to being an indication of customer dissatisfaction, follow-up calls create an overall increased call volume which, in turn, requires more agents. In general, a call center manager will accept an increase in talk time, as long as the first call resolution rate increases as well.

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