Resolving a customer need at the first time of asking is an essential requirement in customer service, and importantly for the long-term retention of the customer.
More so, it has become very much the expectation of the customer in ever more increasingly time sensitive markets and failing to adapt could leave businesses failing behind competitors.
In seeking to adapt to this demand, Single Call Resolution is a powerful metric for clients to consider. It serves as an important KPI on customer satisfaction with the added benefit of helping to better optimise agent performance.
Measuring Single Call Resolution correctly however, can be a very complex task that requires significant investment in training, facilities and additional staffing, unless you look to outsource.
Employing various call & performance metrics, regular product and brand training, call-recording and cross-sale promotions, Mosaic can ensure Single Call Resolution is possible on each of your customers calls.
As with each customer, Mosaic recognise our clients have a different set of requirements. Understanding this, enables calls to be resolved quickly, with the added quality and insights needed to take your business to the next level.
Utilising Mosaic’s modern facilities, it’s essential our agents become an extension of your business. Our agents are able to resolve any query promptly, ensuring satisfaction and the customer feeling valued and fulfilled.
Mosaic’s contact centre is open seven days-a-week, and built as a resilient mission critical environment with business continuity solutions ensuring zero downtime
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Mosaic Fulfilment Solutions have provided dynamic outsourcing solutions since 2009. In that time our industry-leading combination of dedication towards, and innovation in state-of-the-art systems has delivered significant and measurable benefits across our broad range of clients.
Mosaic Fulfilment Solutions, are a proud member of the DMA (Direct Marketing Association), a network of more than 1,000 companies across a wide range of industries, who aim to drive interaction, creativity and industry guidance.