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First Contact Resolution

As a customer, nothing is more frustrating than having to contact a company multiple times to resolve an issue or straighten out a problem. This course helps customer service personnel prevent that from occurring.

Focused on teaching employees the skills and tactics for resolving customer queries and answering customers’ questions during the first contact, this course spotlights the importance of metrics when assessing customer service performance. Upon introducing employees to the First Contact Resolution (FCR) and showing best practices for measuring the company’s FCR rate, this course presents tips and tactics for improving FCR.

Assign this course so employees understand First Contact Resolution and learn how to manage and improve the company’s current FCR rate to better serve their customers.

Video on Demand   This course is in the Video On Demand format, to read about Video On Demand features click here.

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 30 days to complete the course

Customer service managers, leaders, and representatives

The course presents the following topical areas:
  • Introduction
  • Understanding First Contact Resolution
  • Managing First Contact Resolution
  • Tips To Improve First Contact Resolution
  • Recap

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