Press Release

First Call Resolution is Key to Utility Company's Customer Service Success

A key component of the program is a reporting system, which helps the Canadian company deliver targeted data to guide frontline training.

(Boonton, NJ, Oct 9, 2009) — By studying customer surveys, Newfoundland Power found indisputable evidence that the more times customers had to call to resolve an issue, the lower its customer satisfaction rates plummeted.

The findings spurred the electric utility to create a first call resolution initiative. According to a report in Customer Service Newsletter, a key component of the program is a reporting system, which helps the Canadian company deliver targeted data to guide frontline training.

For example, supervisors receive a report called a five-and-ten report. It lists customers who have called in on the same issue three, four and five times within a specific period of time. Karen Hancock, director of customer relations, tells Customer Service Newsletter that supervisors resolve these issues and also customize their frontline training to eliminate the problem in the future.

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About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com