Using our industry, process, technology, and human resource backgrounds, 1QC partners with clients to provide a range of services to meet their Customer Service needs.

 

We support clients with developing strategies, analyzing and assessing their operations, and implementing organizational and process improvements that put the customer at the core of the business, ranging from the customer’s first contact with the utility through the entire lifecycle of the customer/company relationship.

 

Services provided include:

 

  • Contact centers, customer contact, self service and relationship management
  • First Contact Resolution (FCR) -- see below
  • Credit and collections optimization
  • Service-enabling technology
  • Field order management and productivity
  • Sourcing and Staffing Strategy

 

In 2015, First Quartile Consulting is launching a FCR working group to develop

  • a standard definition for FCR
  • appropriate measures for FCR
  • processes to successfully implement FCR

 

For more information about our Consulting Services please contact us.

 
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