Single Call Resolution
Resolving a customer need at the first time of asking, is an essential requirement in customer service, and for long-term customer retention. More so, it has become very much the expectation for customers in increasingly time sensitive markets.
Single Call Resolution, is a powerful and valuable metric to consider. It serves as an important KPI on customer satisfaction, and also helps to better optimise agent performance, measuring it correctly however, can be a very complex task.
Like each customer, each of our clients has a different set of requirements and to resolve a call as quickly and effectively as possible Mosaic’s specialist contact centre agents become extensions of our client’s businesses.
Armed with exceptional brand and product knowledge, our agents are able to resolve any query promptly, but most importantly to the customers satisfaction, enforcing the brands images and leaving the customer valued and fulfilled.
Mosaic employ a series of targets, agreed with our clients. These include various call & performance metrics, regular product and brand training, call-recording and cross-sale promotions all to ensure Single Call Resolution is possible on your customers calls.
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
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.
Lotteries Council Mosaic Fulfilment Solutions are proud to be a member of the Lotteries Council and take great satisfaction in helping our clients achieve their fundraising goals. Mosaic have been a leading provider for the management and administration of...