One Call Resolution Means Resolving All the Issues

Bigstockphoto_Woman_Looking_Totally_Shocked__370718 Everyone in the customer service and call center industry knows that "one-call resolution" is the quintessential driver of customer satisfaction. It doesn't matter how friendly, personable or courteous you are with the customer. If you don't resolve the customer's issue(s) or can't resolve the issues because of flawed corporate policy, the level of customer satisfaction and loyalty is going to be diminished!

In tough economic times, one of the first money saving mantras from the executive offices is "decrease call time!" It makes sense. The fewer minutes you spend on the phone the lower the cost per call. Problems arise, however, when front line CSRs feel the pressure to cut call time without being given clear direction and training on how to eliminate call time without diminishing the service experience.

One of the common problems I hear when analyzing phone calls is CSRs who will resolve the customer's primary reason for calling, but refuse to acknowledge or resolve some of the secondary questions or concerns the customer brought up in the call.

One call resolution means resolving all the customer's questions and issues – not just the first one out of his or her mouth!

  5 comments for “One Call Resolution Means Resolving All the Issues

  1. July 21, 2009 at 12:03 pm

    So true! So important to remember to ask, “Is there anything else I can help you with today?” and make sure that they are happy with their service and experience. What you don’t want to happen is for the customer to hang up and say, “Well, sure, they got XX working now, but you know, my YY has been on the fritz, too, and they didn’t do anything about that.”
    You won’t know unless you ask–so keep asking.

  2. July 21, 2009 at 1:28 pm

    Even if they say “that’s all I need.” I had one person I used to work with on a consistent basis: she would always tell me that was all she needed. Then I’d ask her if there was anything else, and she would say, “You know what? There is.”
    Sometimes asking that question will make a customer think about other things that need to be done, even if that isn’t the original reason for the call. And it lets them know that you are willing to handle any situation, whatever it may be.

  3. July 21, 2009 at 2:55 pm

    You are both right on the money. I can’t count the number of times I’ve heard a CSR ask, “Anything else?” only to hear the customer say “No, but could you…”.
    It’s always best to make sure!

  4. M.
    July 22, 2009 at 2:43 pm

    That’s one of my biggest frustrations when I analyze calls. I know that when I was a CSR I would sometimes be so eager to fix the issue for the customer (especially when I was new, and excited to have the answer), that I would not stop to think about what really prompted the customer to call.
    Now I try to coach my CSR’s to think of what caused the customer’s need to call especially in an age with so many self-serve options, i.e. Could they not find information on the website? Do they know they can access their account online? Do they not understand a billing issue and require some simple education to prevent call backs?
    Most importantly I remind them that a quick fix is just that; and that when they’re dealing with the same customer for the third time about the same issue, because it will inevitably happen, they’ll wish they had taken a little more time to start with.

  5. July 23, 2009 at 7:36 am

    You make so many great points, M! Thanks for adding to the conversation. I love your point about the reason that people call. In today’s world, it is likely that the CSR is helping a customer who has already attempted to resolve their issue using an IVR, email or Web-based information system.
    Your last point is important, not only for CSRs, but also for management teams. It’s easy to pressure CSRs into the “quick fix” to keep call time down, but when that customer calls back again, sits in your queue again, has to wait for another CSR to bring up their account again, then wait for the CSR to read through the notes from the previous call and listen to the customer’s story – it would have saved you money just to take an extra minute on the first call.

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