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Article : First Call Resolution: It's Time to Get Serious

Once again it is time to revisit FCR. There are quite a number of new studies and statistics, which I will cite below. Enkata’s white paper reports that only 40% of centers are measuring FCR, SQM Group puts the percentage at 50%, and less than 20% are measuring FCR for all of their calls according to a study by ICMI (International Customer Management Institute).

It was further noted that 65% of all repeat calls are the result of agent errors. For instance, if an agent:

  1. Doesn’t give a confident answer
  2. Doesn’t set the proper expectations
  3. Doesn’t follow through on a commitment
  4. Simply gives the wrong answer

A typical customer will not call back. Not only does this keep costs high, but it decreases customer loyalty and increases turnover. In addition, SQM Group suggests there is a 20% point drop in customer satisfaction for each additional call required to resolve the customer call. (SQP Group, FCR 2008, p. 3) Additionally, customers who did not get their call resolved are 5 times more likely to defect than those who had their call resolved (p. 5).

On the other hand, improving FCR can:

  1. Reduce overall customer calls
  2. Decrease rework
  3. Improve service
  4. Enhance customer satisfaction
  5. Up-sell and cross-sell opportunities
  6. High value customer interactions
  7. Take customers from satisfied to loyal

Six Common techniques for measuring FCR according to Service Agility:

Methods

Advantages

Disadvantages

1. Agent self-reporting

- Ease of implementation

- Minimal investment required

- Agent bias

- No way to correlate to customer callback on the same issue

2. Ask caller at end of call

- Based on customer’s perspective

- Minimal investment required

- Customer may not know if the issue has been resolved until later

- No way to correlate to a customer callback on the same issue

3. Quality Monitoring System

- Utilizes existing formalized quality program

- QA team can validate all agent activity, including communication to customer and accuracy of documentation and follow up

- Ability to analyze results by call type and identify process improvement and call center training opportunities

- Ability to provide FCR-focused feedback and coaching to the call-handling agent

- Can be costly to get significant sample size

- Based on subjectivity of QA team

4. Post-call surveys (IVR)

- Provides immediate feedback from the customer’s perspective

- Moderate investment required

- No bias if customer opts for survey

- Ability to provide FCR-focused feedback and coaching to the call-handling agent

- Customer may not know if the issue has been resolved until later

- Agent bias if it’s their option to offer the survey

5. Post-call surveys (follow up call)

- Provides immediate feedback from the customer’s perspective

- Moderate cost to support

- Ability to provide FCR-focused feedback and coaching to the call-handling agent

- Customer may not know if the issue has been resolved until later

- Difficult to reach customers
6. FCR-tracking technology

- Measures performance by call type

- Identification of process improvement opportunities

- Ability to track FCR by call type

- Major investment required

- If customer calls back from work, cell phone or other phone number data may not be captured


Research by TARP Worldwide found that agent self reporting typically results in 20% higher FCR than customer reported methods--reinforcing the importance of using several measuring techniques, like those suggested above, and then correlating the results, identifying the gaps, and initiating adjustments as needed. By evaluating the types of calls that are not resolved on first contact, you can determine common causes and revamp training, workflow, and coaching accordingly.

In order to truly calculate FCR, you need to know 3 things:

  1. If it was the same caller
  2. If it was for the same reason
  3. If it occurred within a present callback time window

Top organizations recognize that agents are the true customer contact experts in the center. Therefore, encourage your agents to make suggestions, as well as offer feedback in support of FCR success.

We believe the best practice for measuring FCR is:

  1. Ask the customer – ultimately they are the determining factor
  2. If the customer completes a survey, there should be questions that ask, "Was your call resolved?" and "How many calls did you made to resolve your call?"
  3. If the customer said the call was resolved in one call, then that customer experienced FCR
  4. If the call is transferred and the next person resolves the issue--without the customer having to call back--it is still FCR. The customer only made the one call.

FCR is still the #1 driver of customer satisfaction. Don’t be one of the 50% or 60% of organizations not measuring FCR. Remember what gets measured gets managed, and what get managed gets better.


About Rosanne Dausilio PhD:
ROSANNE D'AUSILIO, Ph.D., industrial psychologist, consultant, trainer, customer service expert, and President of Human Technologies Global, authors Wake Up Your Call Center: Humanize Your Interaction Hub, Customer Service and the Human Experience, How to Kick Your Customer Service Up A Notch:101 Insider Tips, Vol I and II, the Expert's Guide to Customer Service.

About Human Technologies Global, Inc.:
Company LogoHuman Technologies Global provides needs assessments, consulting, customer service skills training across industries specializing in the contact center, train the trainer programs, university certification from Purdue's Center for Customer Driven Quality and executive coaching.
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Today's Tip of the Day - Engage Your Agents!

Read today's tip or listen to it on podcast.

Published: Monday, April 26, 2010

Printer Friendly Version Printer friendly version

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.
PH: +1 (512) 333 4634

2.) 
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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)
PH: (+61) 406 501 368

4.) 
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)
PH: 1+480-435-9390
 

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