Check out these stats derived from a survey of NTRglobal enterprise customers...how do your metrics compare? Do you want to improve your operational efficiencies and reporting?
- 30% of a contact center’s cost defined by FCR
- 50% of customer dissatisfaction stems from being passed from agent to agent
- 85% increase in repurchase intention from customers who are dealt with quickly and effectively
Why is First Contact Resolution Important?
“FCR is a driver for excellence in any support organization and has a powerful, positive ripple effect and impact on all of the other performance and financial metrics,” said Pete McGarahan, consultant at McGarahan and Associates. “Service organizations can create loyal, profitable customer relationships by quickly turning a problem into a solution on the first contact. NTRsupport is the tool utility belt for today’s help desk who is working hard to deliver quality services to happy customers cost-effectively.”
Increase First Call Resolution and Enhance New Business
"NTRsupport has changed the way we do business at Northbrook Consulting Group,” said Donald L. Joseph, president of Northbrook Consulting Group. “We are able to be more responsive to customer needs; reduce on-site sales and support visits, increase first time call resolution, improve customer service, and achieve our goal of using NTRsupport to gain new customers."
Using NTRsupport, IT support and help desk professionals can connect with customers and employees in seconds to resolve -technical support issues without the need for pre-installed software. NTR Cloud offers fully loaded support tools with advanced diagnostics, collaboration and reporting tools to accelerate problem identification and resolution on PC’s Macs or smartphones on-demand. These tools also include:
- Quality and silent monitoring for all media to enable optimal training and service delivery.
- End-of-call customer polling through agent script for specific incident review.
- Automated survey and follow up after customer contact to ensure customer satisfaction.
NTRsupport helps technicians virtually resolve more issues remotely, thus reducing backlog, level 2 escalations or worse, costly equipment returns.
Find out more about how NTR Cloud can help you enhance enterprise help desk metrics...
And don't just take our word for it, compare it free with your current solution: www.ntrglobal.com.
Then tell usabout the ROI...
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Let us help you enhance your help desk and service desk quality and efficiency while cutting costs in 2011!