Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

A 360 Degree Look at First Contact Resolution - FCR - ContactCenterWorld.com Blog

A 360 Degree Look at First Contact Resolution

I recently had the privilege of participating in a panel discussion on First Contact Resolution (FCR), the metric, at the ICMI Contact Center Demo. It was an honor to share a mic with Justin Robbins, Neal Topf, Al Hopper, and Jeff Toister, all contact center and customer service thought leaders of whom I have the utmost respect.

I’d like to pause for just a moment and say that I find it funny any time I talk about the metric, FCR when I work for the company, FCR (First Call Resolution). While that might seem a little confusing, I hope that by the end of this article, you’ll see why it’s a great name for a company. Unless otherwise specified, when I say FCR in this post, I’m referring to the metric, not the company.

Unpause. In the session, we went through a series of questions and I’d like to take a few moments to share my own thoughts on the matter. My co-panelists also had some really profound things to say that I’ll inject into the discussion.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

How do you define FCR?

FCR is ultimately when the customer’s issue is actually resolved without them having to contact customer service more than once. According to the The Effortless Experience, we need to also remember that self help (knowledge base, website, control panel) is a support channel and if the customer couldn’t find their answer there, the call to support is actually a second contact.

Also consider that in a multichannel support operation, customers need to be able to get their issue resolved in their channel of choice. If your goal in measuring FCR is to reduce the effort required for customers to get their problems solved, you need to consider the customer’s support channel preference.

How do you measure FCR?

I’ve seen and heard of FCR being tracked in multiple different ways, but the ultimate goal is to come up with a percentage of interactions that were resolved with only one contact to customer service. Here are five different approaches to measuring FCR that I’ve seen:

  • Self Service – When you’re reading a knowledge base article and it asks the question, “Did this article resolve your issue?” that’s an attempt to gauge FCR, which really speaks to the accuracy and helpfulness of the article. While this can definitely improve your knowledge base, it doesn’t indicate whether or not the customer then contacted support about that issue.
  • Agent Dispositions – At the end of customer interactions, many contact centers require their agents to not only mark what the interaction was about, but also note whether or not it was resolved. This purely relies on the agent’s perspective as to whether or not they resolved the customer’s issue and may not get the customer’s perspective.
  • No Response=Resolved – If we respond to an email and the customer never replies, one might assume that it’s first contact resolved. But what if the customer just didn’t like the answer and took their business elsewhere? What if the email got lost in their spam folder? Can we really call that first contact resolved?
  • Post Interaction Surveys – Some companies ask their customers if the issue was resolved on the first contact as a question in their customer satisfaction survey. It’s a great idea to ask the customer but with a survey response rate that’s a fraction of your total support volume, this may be a flawed measurement.
  • Ask Your CRM – With a killer omnichannel CRM system, it’s possible to see how many times a customer interacted with support about an issue regardless of the support channel they used. To go this route, you’d either need a common ticket number tying the interactions together or some sort of time parameter where if a customer only contacts support once in X number of days, it was first contact resolved.

There are flaws and challenges with each of these approaches. And before you accuse me of kicking the can down the road or avoiding the metric altogether, let’s discussion some practical measures we can take to improve FCR and ultimately the customer experience.

Focus on Next Issue Avoidance

Justin Robbins of ICMI reiterated the concept of Next Issue Avoidance from The Effortless Experience book in our talk. This is where we not only aim to resolve the issue the customer presented during the interaction, but we also anticipate the next one they’ll likely have and address that as well.

Next issue avoidance also speaks to the importance of being proactive and either fixing or reaching out to the customer about an issue before they contact support. That’s one reason big data and the myriad of connected devices (IOT or Internet of Things) are so important. Think about auto mechanics who receive a signal from a car when there’s a problem and can reach out to the customer before they even become aware of the problem.

Justin summed this up so nicely when he said:

“The best type of customer contact is the one that doesn’t happen.”

This is the point where Neal Topf of Callzilla chimed in and said that perhaps we should change FCR from First Contact Resolution to Future Contact Resolution.

Emerging Channels Challenge the Definition of FCR

Al Hopper of Social Path Solutions provided some great insight from a social media perspective. In social media customer care in particular, where your character count might be limited, FCR is nearly impossible. He proposed changing it to First Conversation Resolution. This means defining what a conversation is and determining if it took more than one conversation to resolve the issue. This concept could most certainly be applied to SMS (text), Facebook Messenger, and chat as well.

It’s also important to consider that some social media interactions should be moved to a private channel like phone and email and we need to make sure that channel switch is as seamless as possible for the customer. This means rather than giving the customer a number to call, getting their number and calling them.

Interacting with Customers isn’t a Bad Thing

As I mentioned earlier, no response from a customer to an email isn’t necessarily a good thing. I’ve worked with clients who actually encouraged a little back and forth with customers to focus on building rapport with them. A steadfast focus on FCR instead of customer engagement might encourage your agents to send emails that are no more than an information dump rather than a time to collaborate, solve their issue, and build loyalty in the process.

FCR is a Quality Metric

This leads to an important note that FCR is very much a quality metric and can be tracked holistically through your other metrics and efforts. Neal Topf noted, “FCR doesn’t exist in a vacuum.” The quality of customer service and/or self help resources determines whether or not the customer will have to contact support again. This means that if you don’t currently measure FCR, you’re going to be OK. Customer satisfaction surveys and also quality assurance are effective tools for measuring the quality of responses to customers— and the methods for tracking them are a bit more clear and available.

Start Now

It’s so easy to get hung up on tracking a metric perfectly and fail to do what’s most important, and that’s to improve the customer experience. Even if you don’t have the best way to measure it, start now with what you do have. Here are a few ideas that were presented in the session to get you started:

  • Quality – As you are reviewing interactions during your quality assurance process, ask yourself a couple questions.
    • Could we have responded differently to prevent additional contact and frustration from the customer? This question will reveal coaching opportunities for your agents.
    • Is there something about our systems that we need to improve or some way to better empower our agents to solve problems? This question reviews gaps in the customer experience that require collaboration with other departments in the organization to solve.
  • Deep Dive – Take one of your support channels and do a deep dive. For example, find all of your emails for a period of time that have more than one response from the customer and review those to see why they weren’t first contact resolved.
  • Ask Your Agents – Make a habit of asking your agents every day to report a call driver or type that they were unable to resolve. Work on fixing those issues.

Conclusions

At the end of the session, our consensus was that we probably don’t need to spend a ton of time figuring out how to track FCR. Instead, we should focus on proactively preventing the next issue customers might have and equipping agents with the tools they need to successfully solve problems. When we improve those things several of our KPIs (Key Performance Indicators) will improve as well.

So what about working for a company called FCR? FCR’s Co-Chairman Matthew Achak refers to First Contact Resolution as his favorite, and the most important customer service metric. When you speak of this metric in the context of a company that aims to empower and equip agents with tools and training to do their jobs well, while also consistently improving quality and customer satisfaction, I couldn’t agree more!

Source: http://www.gofcr.com/a-360-degree-look-at-first-contact-resolution/

Publish Date: November 28, 2016 5:00 AM


2020 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

2.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158

3.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
PH: 0217991445

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
 



View more from FCR

Recent Blog Posts:
When Friendly Customer Service is SecondaryFebruary 20, 2019 5:00 AM
Customer Service Edge Cases. To Empower or Not to Empower?January 18, 2019 5:00 AM
FCR Solutions Spotlight: 5 Contact Center Tech Upgrades to Consider in 2019January 11, 2019 5:00 AM
How Chat Analytics Differs from Voice AnalyticsJanuary 3, 2019 5:00 AM
Sad and Happy GoodbyesDecember 21, 2018 5:00 AM
Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)December 14, 2018 5:00 AM
A Miscellaneous Lot of Thoughts on Quality ScoringDecember 10, 2018 5:00 AM
7 Essentials for a Customer Service Voice and Style GuideNovember 29, 2018 5:00 AM
The Customer Service Advice We’re Thankful ForNovember 21, 2018 5:00 AM
Customer Experience Insights From the InnovatorsNovember 15, 2018 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
 1
 1458 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =