Customer Satisfaction - External

Welcome to the Customer Satisfaction - External subject, the available knowlege bank articles are displayed below.

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A 'Box' Full of Quality

Too many call centres simply don't do quality, never mind have a quality process to support their call handling.  Why does this happen?&nb… View

Customer Service (CS)

Customer service is the provision of service to a customer, before, during and after a purchase. The customer service delivered should be desig… View

First Contact Resolution (FCR): Customer Perspective - External Resolved

First Call Resolution can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an exter… View

Time-based First Contact Resolution (FCR) Reporting Window

Time-based FCR relies on a rolling FCR window. This means that the initial enquiry is perceived to be a FCR but over a period of time the initial r… View

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