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Altitude Software Flies High With First Call Resolution Peggy Carlaw

altitude software logotype 1 Altitude Software Flies High With First Call ResolutionCon­grat­u­la­tions to José Fon­seca, Exec­u­tive VP of Cus­tomer Assis­tance, for lead­ing the charge to improve first call res­o­lu­tion (FCR) at Alti­tude Soft­ware.

Altitude's Tech­ni­cal Sup­port depart­ment con­sists of highly spe­cial­ized engi­neers with strong tech­ni­cal skills. Real­iz­ing the ben­e­fits to be gained by bet­ter man­ag­ing both the tech­ni­cal and com­mu­ni­ca­tion aspects of cus­tomer inter­ac­tions, Alti­tude embarked on an ini­tia­tive to:

  • Pro­vide their engi­neers with com­mu­ni­ca­tion skills such as empa­thy, assertive­ness, and rap­port build­ing in order to increase cus­tomer satisfaction.
  • Develop a com­mon set of trou­bleshoot­ing prac­tices to ensure con­sis­tency and improve the first-call res­o­lu­tion rate.

Improv­ing First Call Resolution

Alti­tude turned to the Tech­nol­ogy Ser­vices Indus­try Asso­ci­a­tion (TSIA) and Impact Learn­ing Sys­tems to pro­vide a solu­tion. They liked the fact that our courses for tech­ni­cal sup­port reps were writ­ten by sup­port spe­cial­ists for sup­port spe­cial­ists, and the CSP-I cer­ti­fi­ca­tion offered through TSIA pro­vided added moti­va­tion for their engi­neers. Ninety days after com­plet­ing online learn­ing with follow-up prac­tice webi­nars, reopened tick­ets had decreased from 17.8% to 6% and cus­tomer sat­is­fac­tion increased 2.4% from 4.1 to 4.2 on a scale of 1–5. Alti­tude was thrilled with the results…and so were we! 

If improv­ing first call res­o­lu­tion is on your agenda for this year, join us in a webi­nar on Jan­u­ary 21. We'll look at indus­try bench­mark data, the lead­ing issues sur­round­ing lack of first call res­o­lu­tion, and meth­ods and tips for improv­ing res­o­lu­tion rates in your department.

 
Peggy Car­law is the founder of Impact Learn­ing Sys­tems, a lead­ing train­ing com­pany spe­cial­iz­ing in improv­ing com­mu­ni­ca­tions between front-line employ­ees and cus­tomers. Peggy is co-author of sev­eral books pub­lished by McGraw-Hill, includ­ing Man­ag­ing and Moti­vat­ing Con­tact Cen­ter Employ­ees and The Big Book of Cus­tomer Ser­vice Train­ing Games.
3 Altitude Software Flies High With First Call Resolution
Peggy Carlaw
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  • http://www.benchmarkportal.com/pressrelease/2010/06/14/the-business-case-for-first-call-resolution/ Press Release on Con­tact Cen­ter Cer­ti­fi­ca­tion and Con­tact Cen­ter Indus­try — Benchmarkportal.com » The Busi­ness Case for First Call Resolution

    […] sure this can be done? Check out Motorola and Alti­tude Soft­ware. These two com­pa­nies recently improved their first call res­o­lu­tion rates while simultaneously […]






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