First time resolution
Getting it right first time
In the UK, 28% of all calls aren't fully resolved first time. Customers are re-routed, have to call back leading to customer attrition.
Customers expect you to be knowledgeable about every aspect of your services and products - anything else reflects badly on your professionalism.
The costs of training and maintaining this level of expertise can be uneconomic.
CommonSense drives first time resolution with:
- Track and identify repeat callers
- Monitor the reason for every repeat call
- Test new information and strategies
- Prompt advisers with the information needed to fully resolve the issue
- Backed up with email confirmations and customer self service
Customers report first time resolution levels increasing by over 50% through better informed advisers and always have the right information available.
Assisted Responses
An online expert for every call
CommonSense monitors every enquiries prompting advisers with suggestions or additional questions to understand the customer's real issues.
The knowledge library gives instant assistance so everyone is up to date and has accurate information on your products and services. There's no need to continuous training, briefings and email updates - the information's just there when it's needed.
CommonSense supports step by step guides for complex issues, online FAQ's, guides for sales and customer service plus targeted email templates to address the customers precise needs.
Continuous Improvement
Driving innovation and efficiency
CommonSense says that you learn from experience. We can identify repeat callers and the secondary information needed to fully resolve their issue.
Then we make sure that when the next caller has the same issue they get the full answer on the first call.
.. it's just CommonSense
This idea is at the core of CommonSense. Learn from every interaction and use this to do it better next time.
Customer Self Service
Excellent personal service is backed up by CommonSense Customer Self Service.
Customers can search and browse information by customer friendly topics. The self service library is linked to the live customer service library ensuring it's always relevant and up to date.