How to improve the first contact resolution rate?

[Jahangir655]

There are several ways to improve the first contact resolution rate in a call center.

Let's look at some of these tried and tested tips to increase first contact resolutions.

1. Evaluate customer experience delivery
Call centers create experience delivery strategies after intense planning. These plans should be constantly re-evaluated instead of kept stagnant.

Any customer experience plan should be made by considering current customer trends. This helps agents be more empathetic, relate with customers, and not act like machines.

Constant evaluation allows you to understand what is working and what isn't.


Convin’s Gen AI-powered CSAT Score Analysis uncovers chinese overseas africa database post-conversation customer satisfaction levels.
A seamless experience delivery plan can be made only when a customer is treated as the king. Instead of planning for the customer's scenario when requesting support, the entire customer journey must be considered.

2. Comprehensive agent training
Agents should be trained to handle most customer problems. This helps to ensure that agents can handle most calls that come their way and resolve calls at the first contact.

Having such a rigorous method to train agents in their onboarding phase will allow them to be well-versed in all calls that come their way. Apart from agents who are onboarded, every agent should be trained to improve their delivery experience.

Automated agent training comes on top First call resolution strategies
Automated agent training comes on top First call resolution strategies
Automated coaching tools help agents learn faster and polish their first call resolution skills. These tools assign conversations with high scores so other agents know what to do to get better.