First Call Resolution:  What About that 14%?

When call volume spikes, do you automatically add personnel?  Or, is it possible that customers are calling more than once (or twice)?

Are you losing customers to your competition, and you can’t fathom why? 

Are your customer satisfaction statistics/percentages going down instead of up?

Do you measure first call resolution and your number is either very high or very low?

What are you measuring, and why?  Do you know?  Could you be shooting yourself in the foot?

 If you can answer yes to any of the above questions, we have answers.

As you know, best practices for first call resolution is 86%.  But what’s the impact of the 14% of people who are contacting you more than once, more than twice, and sometimes even more than three times?   

What’s the cost of that to your employees, their morale, your customers and their satisfaction and loyalty, your business, your bottom line? 

 You’ll be amazed at how much it costs you! But there is help right here right now!

 Just released is an information packed CD hot off the burner, which includes:

•  Primary Measurements of FCR

•  Impact of Repeat Calls

• Self Service Effectiveness

•  Formula for Calculating the cost of  2^nd, 3^rd, and 4^th time callers

• Top 5 Methods to Achieve First Call Resolution

• Needs Assessment Criteria

• Requisite Training Core Competencies

About the Author:  This report is provided and presented by Dr. Rosanne D'Ausilio, industrial psychologist, consultant, master trainer, best selling author, international keynote speaker, and content/industry expert who is also known as the 'champion for the human.'

And as a bonus you will receive:  Downloadable Power Point Slides.

But wait, there’s more!  Buy within the next 24 hours and as an additional bonus you will receive a free 30 minute (telephone) consultation with the content expert, Rosanne D’Ausilio, Ph.D.  ($250 value)

What does this CD cost? $500?  No.  $300?  No. $200?  No.   Even though it’s valued way beyond these numbers.

Your investment is $97. Go here to buy now FCR CD

Why should you buy now?   Because you want your people to do their jobs right the first time. Because you don’t want to lose another employee or another customer to your competition!  

And because quantities are limited.  So act now.  Go here to order. 

FCR CD

The clock is ticking.  You have 24 hours to take advantage of the added bonus of the free consultation.  Don't put it off another minute.

 Your CD will ship within 3 business days of your order.  Your Power Point slides will be sent to you via email.  When you respond within 24 hours, the free consultation information will be included in your CD package.

Remember what gets measured gets managed, and what gets managed gets better.  So go here to order now!  FCR CD

Regards,

Rosanne D’Ausilio
Rosanne D'Ausilio, Ph.D.
Best Selling Author, Consultant, Master Trainer
Human Technologies Global, Inc.
www.human-technologies.com
"champions for the human"

PS  Make a difference with your people, with your customers, with your companies.  Everyone wins!  Order here.  Be one of the first to respond and get the additional bonus of 30 minutes with the experts.

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