It is important to pay attention to How to increase  these points in order to work on each of them and thus increase your company’s FCR.

To improve the FCR, especially in the call center , it is possible to do so by following a few steps. One is to map the main services perform. and create supporting materials that can be consult. during the call. Thus, the chances of the problem being resolv. more quickly and efficiently will be greater.

Another option is to offer regular training to the team, so that everyone is prepar. and confident to resolve the most diverse questions without having to contact the client again after the first service.

In addition, the team must

Have autonomy to operate. Many problems are not solv. on the first contact because some bureaucracies do not allow this to happen. Therefore, streamline processes and allow assistants to make some decisions without having to wait for a supervisor to respond, for example.

It is also important to invest in an integrat. service system that centralizes all customer information in one place and is available to dataset different parts of the company. This increases the chances that the contact will be resolv. more quickly and prevents the customer from having to repeat data that has already been provid..

Last updat. on 12 February 2021

What did you think of the explanations about the first call resolution rate (FCR)? Zendesk has complete solutions to optimize the work of the service team and, thus, make the resolution of customer problems faster key differences and choosing the right strategy and more efficient.What is upselling and cross-selling, what are they us. for and what are the differences and advantages?
By Douglas da Silva, Web Content & SEO Associate, LATA

Upselling and cross-selling
The words upsell and usa lists cross-sell are often us. in everyday business life, especially among sales teams. But what do these terms actually mean and why are they important for business?

Here we will explain what these strategies are, what they are us. for, what the differences are between them, how to do them and what the advantages of each are. You can go directly to the desir. topic to find the corresponding answers: