It is the dream of every business owner to become bigger, better, and to become a necessary staple in the mind and lives of customers. However, some might not consider the changes that go into accommodating this new and improved status. One of these changes will be the management of your phone system and the way your calls are handled. Once a business rises to a certain size, there has to either be an in-house call center or an outsourcing of these customer service calls to another location, preferably within the geographic area. Why is this? When a business receives a rise in their customer base numbers and wants to continue this trend, there will have to be adjustments made to better serve this growing demographic by answering their questions and quelling their concerns. This is when either an evolved help desk system or call center implementation becomes necessary.
Even with the implementation of a better phone system for customers, there needs to be some kind of quality assurance, or a way by which businesses can measure the effectiveness of the system and customer satisfaction. This is where the idea of First Call Resolution Rates comes into play. First Call Resolution Rates measures the effectiveness of a customer service call center by dividing the number of phone calls resolved upon initial first contact by the number of overall calls received. In addition to this, calls may be monitored by customer service agents, tracked through an implemented computer system, and customers may automatically be called after an appropriate period of time to ensure the problem gets resolved. While some businesses feel that a simple check of the number of one time phone calls to a help desk may be the best measure, this is not the case. It is important to go the extra mile in following up with customers and getting feedback, because there will always be outliers that cannot be accounted for in a simple formula, or by a computer system that can only record quantitative information.