 - 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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04 Dec 2003
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| Terms from Whatis.com − the technology online dictionary |
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abandoned call
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An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs... (Continued)
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call center agent
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A call center agent is the person who handles incoming or outgoing customer calls for a business.
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