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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.


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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 5:00 AM


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 



View more from Fusion BPO Services

Recent Blog Posts:
How The Airlines Industry Can Benefit From BPO IndustryFebruary 14, 2019 5:00 AM
6 Ways To Engage Your Agents – The X Factor In Quality Customer ExperienceFebruary 8, 2019 5:00 AM
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5 OmniChannel Customer Service Best Practices To Boost Customer ExperienceJanuary 29, 2019 5:00 AM
5 Social Customer Service Trends That Will Rule 2019January 24, 2019 5:00 AM
8 Ways To Improve First Contact Resolution In A Call CenterJanuary 22, 2019 5:00 AM
Fusion BPO Expands Client Portfolio and Capabilities with Acquisition of Ameridial Inc.January 16, 2019 5:00 AM
5 Ways To Boost Customer Experience Through Call CenterJanuary 15, 2019 5:00 AM
5 Trends Your Call Center Must Follow In 2019December 10, 2018 5:00 AM
Will AI (Artificial Intelligence) Replace Or Enhance A Call Center?November 12, 2018 5:00 AM

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