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8 Ways To Improve First Contact Resolution In A Call Center - Fusion BPO Services - ContactCenterWorld.com Blog

8 Ways To Improve First Contact Resolution In A Call Center

First contact resolution (FCR) is a critical key performance indicator (KPI) in measuring both the quality of the customer experience as well as the efficiency of a contact center. According to research, a 1% improvement in FCR can mean a 1% improvement in customer satisfaction, too. However, it can be a challenge both in terms of measurement and continuous improvement.

When a customer has to repeatedly contact a business to resolve an issue, they get frustrated and very disappointed with the service. On the contrary, when an agent resolves the issue in the very first contact, it creates a better customer experience and marks the operational efficiency of a call center.

Measurement of first contact resolution typically comes down to the customers’ feedback on whether the inquiry was resolved to their satisfaction. You may need to use a number of different tracking methods in order to capture this information.

With a little effort from your end, FCR can be boosted. Want to know about them? Here we have 8 ways to improve your call center FCR:

1. Train call center agents to handle most queries

A skills matrix helps you see the abilities of your agents at a glance. Training programs need to be tailored accordingly with the goal of nurturing and developing your team. A knowledge base for frequently asked questions can help less skilled agents can easily find out ways to resolve common issues.

2. Use call routing technology to find the right agent on the first call

Skill-based routing should be there to ensure customers are matched up with the best agent for the call. Calls should be based on language proficiency or product knowledge and aligned your agents’ skills in real-time. Intelligent call routing or data-directed routing lets you interrogate data within your CRM and factor it into the routing process.

This way, a customer with an ongoing, active complaint could be routed directly to a supervisor. Immediate callbacks to customers who abandon a queue or get disconnected can also help you turn bad customer experience into a service recovery opportunity.

3. Eliminate conflicting KPIs that could work against FCR

If your staff is being measured for Average Handle Time (AHT), it can have a negative impact on successful First Call Resolution. It happens quite often and therefore needs addressing. Eliminating these conflicting KPIs can help agents focus on FCR.

4. Use Incentive to boost FCR

Make your agents aware of the importance of first contact resolution and good customer service. If you want your agents to focus on FCR, it needs to be deeply ingrained within the company culture. You can use incentives to motivate agents to perform against your FCR goals.

5. Measure First Call Resolution consistently

A sophisticated call recording system is essential to quality monitoring and call ratings. However, post-call customer surveys too can be used for measuring first call resolution as only the customer can provide an honest perspective on whether they feel their issue has been resolved. Asking the customers about their experience on social media too can help you get an honest answer. You need to adopt a multi-touchpoint approach to measuring first contact resolution to get the correct picture of customer satisfaction.

6. Encourage feedback from staff

Encourage staff feedback and make it a part of your operation. It will help you understand whether an issue is recurring or not. Acting upon the inputs from the agents will help you nip a recurring problem at the bud.

7. Check your IVR system

You should review your IVR system from time to time to ensure that it is up-t-date and getting the right customer to the right place without delay.

8. Tweak the scripting process to boost FCR

Dynamic agent scripting that integrates with your CRM system can help agents to adequately handle customer issues during the first call resolution.

These are the eight ways you can work on to improve your call center FCR, efficiency, and customer experience.

Source: http://www.fusionbposervices.com/blog/8-ways-to-improve-fcr-in-call-center.html

Publish Date: January 22, 2019


2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 



View more from Fusion BPO Services

Recent Blog Posts:
How The Airlines Industry Can Benefit From BPO IndustryFebruary 14, 2019
6 Ways To Engage Your Agents – The X Factor In Quality Customer ExperienceFebruary 8, 2019
7 Ways Retail Businesses Can Benefit From Hiring a Call Center for Customer ServiceFebruary 1, 2019
5 OmniChannel Customer Service Best Practices To Boost Customer ExperienceJanuary 29, 2019
5 Social Customer Service Trends That Will Rule 2019January 24, 2019
8 Ways To Improve First Contact Resolution In A Call CenterJanuary 22, 2019
Fusion BPO Expands Client Portfolio and Capabilities with Acquisition of Ameridial Inc.January 16, 2019
5 Ways To Boost Customer Experience Through Call CenterJanuary 15, 2019
5 Trends Your Call Center Must Follow In 2019December 10, 2018
Will AI (Artificial Intelligence) Replace Or Enhance A Call Center?November 12, 2018

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