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First Call Resolution is the ability to resolve a customer’s issue during the first interaction without the need for follow-ups, ensuring efficiency and customer satisfaction.
ADDRESS CUSTOMERS CONCERN
CS agents should actively listen to the customer's concerns and assist them in any way possible.
If the call cannot be transferred immediately, ensure the customer feels heard and supported.
HANDLING CALL BACK REQUEST
Gather all relevant details regarding the customer’s concern.
Relay the information to the appropriate person or department to ensure a smooth and efficient follow-up.
Provide a summary of the issue to improve response time and resolution efficiency.
Keywords: FCR, resolved on first call, quick resolution, one-touch support, CS efficiency
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