1. Guide to Taking Part
Right First Time Contact Centre Catalyst for Better Care
First Contact Resolution
Improvement Standard

2. Easy Set Up
● RFT standard
questionnaire.
● Client configures agent
speed dials.
● We customise
questionnaire voice
recording to your brand
HOWIT RUNS

3. Agent Surveys
● Agents collect 300
complete surveys.
● Cherry picking quality
control throughout.
● Client can monitor
progress in real time
online throughout
process.
HOWIT RUNS

4. Real Time Results
● Pass Score 65% FCR
caller voted
● Customer Magic
Moments & Misery
voice recorded for
feedback later.
● Recording converted to
text in real time
throughout, see repeat
reasons.
HOWIT RUNS

5. Pass or Clip the Bar
● Success 65% +
● Awarded use of RFT
Brand for 12 months.
● "Came Close" Below
65% totaly confidential
● What went wrong
assessment & action
retake
HOWIT RUNS

6. Feedback & Action Planning
● The online reporting
system gives instant
feedback.
● Shows repeat reasons in
full text.
● Repeat calls quantified
● Graphical analysis of
performance
HOWIT RUNS

7. Promote Your Success
● High quality internal
signage
● Our accessory shop
offers gifts for staff
● Promotion to trade
press & local media
● Deploying the brand to
your customers
HOWIT RUNS

8. June Charity Ball
● All proceeds go to
Children in Need
● Reward the front line
troops
● Awards Ceremony
● Meet your fellow
participants in relaxing
surrounding
HOWIT RUNS

9. Using the Platform

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Verbatum

16. Ongoing Telephone & Dating Support
● We provide a dating
service between
members to meet and
swap experience of
success.
● Clients are also free to
call us for impartial
advice on technology &
methodologies
RFT Aftercare

17. Benchmarking Study FCR in Practice
● 120 Service Organisations
have contributed to our
quantitative assessment of
FCR in Practice Benchmark
● Including in-depth
interviews with senior
industry figures.
● Workshop presentations
too.
RFT Aftercare

18. Leading & Developing FCR in a World
Class Service Organisation
● Improvement programme for
Leadership Teams.
● Groups consist of two delegates
from 8 clients.
● The 5 day programme is spread
over 12 months.
● Expert course leaders covering
Lean Sigma, Change Management
& Evaluating Technology Options
● Away Day and Client Premises
Based
RFT Aftercare

19. Right First Time Tracker FCR & CSAT
Monitoring
● We offer our IVR Survey Platform for
ongoing use as Right First Time
Tracker.
● Clients can generate individual agent,
product and centre-wide FCR metrics.
● The platform improves targeting of
playback coaching calls to agents.
● Also clients own CSAT questionnaires
can be delivered on our platform.
RFT Aftercare

20. Discussion Group via Linked In
● The Right First Time
Contact Centre Discussion
Group has almost 200
members on Linked In.
● A great place to discuss
your challenges, job
opportunities as well as
programme experiences
RFT Aftercare