First Call — Are Your Contact Center Clients Emphasizing the Right Services?

If your contact center clients are finding it hard to land new business, load their marketing materials with the kind of data that will impress a prospect. For example, most contact centers typically promote the number of calls they can handle or how quickly they handle calls. If the agents take orders for sales the center may point to close rate efficiency.

An Accenture report notes that a contact center should also promote effective resolution on the first call. By closing the matter on the first call, the business has a 97% chance of keeping the customer. If the customer has to call back, the chance of maintaining the customer drops to 88%. If the issue is not resolved quickly after that, the business has only a 62% chance of keeping the customer.

Make sure the marketing material you prepare for your contact center clients emphasizes their well-​trained agents who have the ability and authority to resolve the reason for the contact on the first call.

[Source: "What Your Contact Center Metrics Aren't Telling You," Accenture, 2007]
Kathy Crosett
Kathy is the Vice President of Research for SalesFuel. She holds a Masters in Business Administration from the University of Vermont and oversees a staff of researchers, writers and content providers for SalesFuel. Previously, she was co-​owner of several small businesses in the health care services sector.