Technical Customer Support: Moving From Cost Centre to Revenue-Driver

The average First Call Resolution (FCR) rate in the call centre industry today stands at 70%. It means many brands have before them a significant opportunity to improve their call centre experience and essentially better streamline their customer journey. And with 65% of consumers reporting they have higher expectations for customer service now than they did five years ago, embracing FCR as a key business metric has become table stakes – a critical component of long-term success.  

In this report published in collaboration with Rescue (a GoTo brand), we explore what call centre leaders can do to level up the quality of customer service they offer on the phone and how doing so promises reputational and financial benefits. 

 You’ll learn:  

• Why effective customer support agents need to be more than just technically savvy. 
• How proactive and predictive support greatly increases the likelihood that enquiries will be resolved in the first instance. 
• The value of leveraging cloud-based solutions to help process customer data. 
• How contact centres can deploy remote and hybrid models without compromising the quality of customer service.
• How remote technical support can act as a cost-saver on multiple fronts.

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