The main pillars of FPOC – First Point of Contact
First Point of Contact isn’t actually any of your employees. Your first point of contact for many users is your online presence, especially for Millennials. Call them the Do-It-Yourself Generation. Having grown up with internet at fingertips, millennials are used to hunting information for themselves… we explain this further in this blog.
For many users their first point of contact with your business is your website or Google Business page. If you don’t have the latest information in place on these platforms or have wrong information, that is going to immediately frustrate your customer or potential lead. This is starting your business off in the wrong direction even before the user gets in contact.
We now know that picking up the phone and calling a business for many users is the last option. They prefer to get the information from your website, from reviews, FAQs and forums. With that in mind it is highly likely that when they do pick up the phone they might already be frustrated. It is now the job of your support team to implement damage control.
Supporting your Customer Service team is essential. A recent poll by Partners In Leadership confirms that when employees are happier at work, 85% say they take more initiative; 73% say they are better collaborators; and 48% care more about their work. Effective leaders who understand the correlation between higher levels of engagement, happiness, and productivity facilitate movement in the right direction–and have people feel good about it.
The truth of the matter is that most businesses have not invested in gathering the data that they need to provide adequate customer service. How can you improve something if you don’t have access to the current data? A lack of data is one of the most limiting things that teams can experience when it comes to innovating customer experience.
Similarly, without the right data, you never know if you’re getting better: 57% of people report being unsure or not having enough knowledge of what to measure in order to indicate their customer experience strategy is getting better.
CRM is an acronym for Customer Relationship Management. These systems allows businesses to manage, automate, and undertake improvements to their Customer Experience. CRM helps to get more visibility of the client base which eventually helps in designing the strategy needed for long-term profitability. The software comes equipped with an adept record-keeping system with precise financial reporting. CRM improves a company’s customer service practices, helping employees respond and resolve clients’ queries. For example, an entrepreneur can track customers’ complaints through CRM and take proper actions against it.
FCR is an acronym for First Contact Resolution.
KPI is an acronym for Key Performance Indicator.
FCR is also sometimes referred to “one-touch” cases. This single number reflects both the efficiency and effectiveness of your service reps, so it’s no wonder that teams put this KPI up on a pedestal.
In an increasingly demanding technological world, customers have access to multiple touch points for contacting your business’ customer support at any time of the day. However, when customers first contact your company, they desire their queries to be solved right away. This should be the norm in customer service and failure to do this can often be harmful to customer satisfaction.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.