Improving FCR & CSAT Rates

A client’s FCR and CSAT scores were declining, and they needed assistance understanding the driver behind increasing repeat calls. RDI implemented a multi-faceted approach to improve these metrics, including a data-informed deep dive into the specific driver of these calls, working with the client to reframe customers’ expectations, and implementing a feedback loop. As a result, FCR and CSAT increased meaningfully, saving our partner money.

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