One of the more important aspects of running a customer service business is first call response. It’s a huge part of your business. It can lead to some significant wins, if you can solve concerns during the first touchpoint with customers.
Having a good CRM or software solution that can make it easy to review a customer’s history with your company is one way to help execute this. It’s also a good idea to have a strong routing system for calls and to train customer agents in how to best respond to issues the first time they speak with a customer.
