By increasing means of communication (chat, email, text and social media) First Call Resolution (FCR) have become on the First Contact Resolution. While technology has driven ever-changing customer service practices, customer expectations for service speed and efficiency have changed very little. Resolution at first contact is more than ever an essential performance indicator to which call centers must pay the utmost attention. According to studies, 70% of customers consider this item to be the most important factor when interacting with a business. Despite this, only 10% of companies feel they excel in this area.
The higher your first call resolution rate, the more positive your customer experience and the higher your customer lifetime value (CLTV). FCR is also a good indicator of whether your agents like their work. And it directly impacts your center’s bottom line by improving margins, reducing churn, and turning customers into brand evangelists.
Here are seven tips to excel at first contact resolution and totally satisfy your customer’s needs.
One of the easiest ways to improve FCR is to make sure your agents are right for the job.
Your agents are on the front lines of your customer service. Training your front-line agents in the practical aspects of your business operations might be expensive in the short term, but it will be the best investment you have ever made. Knowledgeable frontline agents are your best guarantees for a high FCR.
Agents should be well-trained on how to identify a repeat call and report the same. When a repeat call is received, they should tag it. So, it can be collected for future reporting and quality assurance purposes.
To solve customer problems at the first interaction, it is extremely important to understand their needs. It is therefore necessary that the agents ask them specific questions and listen carefully. Although the call scripts can guide and save time, a conversational approach, emphasizing the spontaneity of the dialogue, will help to put the clients at ease and can only increase the chances of a fast resolution. At the end of each interaction, agents must also ensure that customers are satisfied with the proposed solution and that they have no additional questions.
A good start to implementing first contact resolution is to implement an optimized omni-channel strategy. In this way, your brand can identify the preferred channels of the customers and ensure that agents consistently deliver the best services. While it is usually best to stay on one channel to solve a problem, it can sometimes be more appropriate to switch the client to another channel, to discuss with them in a more personal and thorough way. Agents should not be afraid to spend too much time with a customer. It’s better to prolong an interaction and solve the problem than to force an unsatisfied customer to contact your company many times.
After each interaction, ask customers if they are willing to answer a short survey. Make sure you ask them specific questions about their experience, and encourage them to respond freely. By understanding better how to improve your experience it will be easier to solve the needs of your customers at first contact.
Through proactive customer service, your company shows that it recognizes that the time of its customers is valuable. By regularly monitoring its channels, your brand will be able to understand where agents can be most useful, and identify technologies that are not working optimally. Similarly, consider keeping your agents in regular training so that they can continue to gain self-confidence and adapt to changing technologies and your business.
If managers want to improve the FCR rate they have to institute incentive programs among employees who hit the requisite numbers. This incentive can be tied in with other perks and can be in the form of bonuses, promotions and recognition.
Institute a system of soliciting feedback from your agents. They deal with customers all day long and can provide insights on what changes can be made to improve FCR rate. In particular, ask about workflow, systems and processes that need to be tweaked or implemented to achieve higher rates.
Agent feedback is valuable information from the perspective of improving customer service. Identify recurring customer issues and also discuss operational issues within the organization that could interfere with the service. Leverage this information to revise call scripts, streamline service processes, and set goals and procedures for agents to know exactly how to get the best out of themselves.
Increasing your FCR (First Call Resolution / First Contact Resolution) rate is extremely important if you want to provide the best customer service. Setting up the resolution at first contact can be a challenge for many companies because of the multitude of factors that need to be considered. By taking a proactive approach and never neglecting the customer’s point of view when making decisions, your company can better satisfy your customers as soon as they contact you. To deliver the very best in customer services, discover Call Center Pros, a leader in customer service solutions.
Publish Date: September 3, 2018 5:00 AM
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.
Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!
Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
|6.)||Teckinfo Solutions Pvt. Ltd.|
ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
|How to Provide A Superior Customer Serving During the Holidays?||December 17, 2018 5:00 AM|
|The 6 Top Qualities of a Successful Sales Representative||December 10, 2018 5:00 AM|
|The 5 Phrases Customers Hate and Love to Hear||December 3, 2018 5:00 AM|
|Building Customer Loyalty: The Most Important Thing for Your Business||November 26, 2018 5:00 AM|
|Upset Customers: 4 Tips to Calm and Keep Calm||November 19, 2018 5:00 AM|
|The Individualization of the Customer Experience||November 12, 2018 5:00 AM|
|Business Process Outsourcing: An Important Development Lever||October 29, 2018 5:00 AM|
|How to Say No to A Customer: Difficult but Indispensable||October 22, 2018 5:00 AM|
|Virtual Assistants: What Are the Advantages for Companies?||October 15, 2018 5:00 AM|
|Empathy: A Vital Quality for Customer Service Agents||October 8, 2018 5:00 AM|