In my opinion, one of the top two customer expectations is this:  somebody to handle my issues as quickly as possible—and during our first conversation, if at all possible (the other is not having to wait too long to get that person).

How do we help service personnel increase their first call resolution metrics?  Here are six elements to consider:

1.     Systems & processes providing a single, unified view of the customer.

2.     Education in products, services, procedures and policies.

3.     Discretion to deal with the customers’ needs, together with a clear path of escalation for the “unhappy paths” we find ourselves in (which often includes clarity about how to handle cross-functional issues). This can be hard – management decisions and approaches often shoot us in the foot here.

4.     Realistic first call resolution metrics together with recognition celebrating successes.

5.     Training about how specifically to prepare to engage the customer, connect well with the customer, listen to and support the customer, and close well while leaving the customer with a sense that he or she was genuinely cared for.

6.     Supervisors and managers who are in touch with the front line and encourage first call resolution.

What would you add?