Glossary

The most comprehensive list of business process outsourcing related terms and definition.

First Call Resolution

Definition

First call resolution definition

First Call Resolution is one essential element of Customer Relationship Management (CRM) and is one of the crucial metrics of a call center. It measures the way the customer service representative addresses issues, problems, and queries on the first point of contact.

This exhibits how the recipient of the call gives quality resolutions to customers being catered first hand. Regardless of the level of difficulty, as long as it was appropriately handled on the initial call, it would still be tagged as First Call Resolution, improving the representatives’ metric scorecard.

First call resolution call center

In Business Process Outsourcing (BPO) companies, First Call Resolution (FCR) is a standard. With their in-house team players, it is easier for them to find immediate resolutions despite who or what the concern is all about. They should be equipped with extensive training and more exceptional experience in BPO. It is essential to know that the blueprint of First Call Resolution is being alerted. However, not all concerns can be resolved immediately with just one call; there are specific issues that need to be escalated. Therefore, it is imperative to get professionals to improve their First Call Resolution by evaluating their calls with the help of a quality assurance team.

Outsource Accelerator has over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn more about managing an outsourcing team and ensuring that FCRs are consistently high.

First call resolution call center

First call resolution call center

Outsourcing FAQ

What is Customer Service Representative?

What is a customer service representative?

A customer service representative is an individual who interacts with customers on behalf of the company, usually to address their concerns. These representatives are the front lines of service providers whose primary service is customer support. They bear the burden of knowing first-hand of how satisfied and dissatisfied customers are with the services they availed. CSR possess a plethora of skills they need to effectively deliver customer service. Other terms may include customer service associates, and customer service advisors or consultants.

As a customer service representative, you must possess good communication and problem-solving skills. Quick wit is what you need when faced with the pressures of solving a customer complaint. Otherwise, you’ll end up with a dissatisfied customer, and dissatisfaction is bad for the business and your CSAT. The ability to build a rapport with the customer is also important, making them comfortable talking to you about their issue and listen to your resolutions.

Customer service representative in the Philippines

Outsource Accelerator provides you access to great customer service representatives that you can outsource from the Philippines starting from $6 per hour, where you can save up-to 70% on staffing cost. We have over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with customer service outsourcing.

What is Customer Satisfaction Rating (CSAT)?

What is customer satisfaction (CSAT)?

Customer Satisfaction Score (CSAT) is a popular key performance indicator that tracks customer satisfaction. The process involves a survey question or a set of questions. The customers answer by indicating their level of satisfaction. The most popular scale is 1 to 10, with 1 being the least satisfied and 10 as the most satisfied level.

The best timing to use this methodology are after sales, before renewal of subscription, and after customer support. After-sales or after-customer support satisfaction is crucial for repeat customers. So, a business should have first-hand knowledge on its customer satisfaction. A simple interview or a feedback form after a sale would suffice. The result gives a business the necessary output whether or not to improve customer service right there and then. However, the possible ambiguity might be a disadvantage, especially if a customer is dissatisfied with the service.

CSAT in outsourcing

Customer satisfaction score might be the simplest metric but it’s a powerful tool for all businesses. It closes the loop on first customer interaction and helps businesses move on to the next level. Computation is quick and easy. You add up all the rating and divide the total score by the number of respondents. Most likely, you’ll get a percentage. Get your customer satisfaction score a notch higher by outsourcing your customer service team. Check out Outsource Accelerator’s extensive list of outsourcing companies in the Philippines.

What is Escalation?

What is escalation?

Escalation is when the first-hand customer service representative was not able to resolve a complaint raised by the customer. Complaints are then raised to tier-2 agents who can give better solutions to the problems. These tier-2 agents have better knowledge about the matter.

The most common recipients of escalations are team supervisors. Therefore, team supervisors are expected to be experts on the processes and procedures of the company that they are representing. Customers tend to be on the verge of their emotions when seeking escalations; thus, the senior agent who will handle the escalation should always be prepared. Professionalism and being courteous are required when dealing with irate customers.

Managing escalations

Escalations are expected to be controlled or restrained and are considered essential in the Business Processing Industry (BPO) industry. The best customer service outsourcing companies should be brimming with fully-equipped professionals who can handle complaints, and find immediate resolutions for the client. One should expect to work with people who have been given proper training and handled by experienced team managers who can brush off escalations easily and with highest-level of restraint and professionalism.

Outsource Accelerator has over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn more about managing an outsourcing team and ensuring that escalations are handled properly.

What is Business Process Outsourcing (BPO)?

What is business process outsourcing?

Business Process Outsourcing (BPO) is the engagement of services from a third-party provider. BPO uses various technology-enabled services to hasten the delivery of services. The business activities could be back-office such as, but not limited to, payroll, accounting, human resources, or front office jobs like customer service, sales, and marketing, etc.. In the case of content providers, these business activities could mean hiring writers, remote editors, or virtual assistants.

BPO speeds up processes and enhances efficiency. Companies that outsource some of their business activities use their time on core services and competencies. With this shift on focus, companies improve their current processes that may result in improved customer satisfaction. BPO helps companies divert their resources to more critical business strategies. Often, companies find it impractical to hire a full-time position inhouse because of the cost associated with doing so.

Business process outsourcing services

Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with, business process outsourcing.

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