Enhance your 3CX

3CX first-time calls

First impression: The initial call sets the tone for the customer's experience with the call center. It is often the first point of contact and shapes the customer's perception of the company or organization. A positive experience during the first call can create a favorable impression and build customer loyalty. On the other hand, a negative experience may result in customer dissatisfaction and potentially lead to lost business.

Usage examples first-time calls

Issue resolution

Many customers reach out to call centers with specific issues or problems that need resolution. The first call is an opportunity for the call center agent to address the customer's concerns promptly and efficiently. By accurately understanding the customer's issue and providing a satisfactory resolution on the first call, the call center can enhance customer satisfaction and save time and resources that would be required for follow-up calls or escalations.

Customer retention

Efficiently handling first-time calls is crucial for customer retention. Research has shown that customers who have a positive experience with the call center are more likely to remain loyal to the company and continue using its products or services. Conversely, if customers have a negative experience during their initial call, they may be more inclined to switch to a competitor. By focusing on providing excellent service and resolving issues effectively from the start, call centers can contribute to customer retention and long-term business success.

Operational efficiency

The ability to handle and resolve issues on the first call is indicative of the call center's operational efficiency. When customers' needs are met in a single interaction, it reduces the need for subsequent calls, minimizing call volumes and optimizing resource utilization. This efficiency leads to cost savings for the call center and a better overall customer experience.

Customer feedback

First-time calls provide valuable insights and feedback for the call center. By analyzing patterns and trends in these calls, call center managers can identify recurring issues, areas for improvement, and training needs for their agents. Customer feedback from initial calls can be used to refine processes, enhance service quality, and implement measures to prevent similar issues in the future.

The following products are required for the solution:

WebAPI for 3CX
REST API Interface for 3CX management
3CX CFD
3CX Call Flow Designer

Example of the algorithm

09:41:09

Incoming call to 3CX Call-center

Determine how many times this number has called

09:41:09

First Time?

{
"callerid": "381629759787",
"count": "0"
}

09:41:09

Provide a separate IVR menu or queue

{
"callerid": "381629759787",
"queue":"For new customers"
}

09:41:41

Send the information to the marketing department

{
"newcustomer": "381629759787"
}

How many times has the specified number called 3CX all the time?


select count (*) as count
FROM public.call_history_view where src_external = true and src_caller_number = '381629759789'
group by src_caller_number

A list of numbers that have been called only once since the specified date


SELECT min (segment_start_time), src_caller_number, count (*) as count
FROM public.call_history_view where src_external = true and segment_start_time > '2023-06-09 11:19:51+00'
group by src_caller_number
having count(*) = 1

First-time calls report in 3CX