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Article : First Call Resolution – The Key to Success and Failure

#contactcenterworld, @techsee_me

In this article Hagai Sharham, Marketing Manager with TechSee, deconstructs First Call Resolution and identifies possible sources for problems and point at the solutions.

Fundamentally, First Call Resolution (FCR) means that a customer's support call is handled through resolution to the customer's satisfaction in their first interaction with the call center. While not all calls can be resolved this way - most should be, and the following should help you achieve that goal.

First call resolution is your most important KPI, It directly addresses the goal of your support center – problem resolution.

Studies show that up to 12% of your customers will leave if their issues are not solved on the first call. When you have a problem with your first call resolution rate, that means that there is something flawed somewhere along your customer experience. You should identify the weak link and fix it. To help you do that, let’s look deeper into what effects your first call resolution rate both inside and outside your contact center.



In The Call Center

Generally speaking, if you have quality, knowledgeable, motivated agents combined with the right technology, you should achieve a good first call resolution. Let’s break that down.

Quality – hire people who will have the capacity to handle your type of customers and problems. This means both their service and interpersonal skills.

Knowledge – Make sure that your support staff are properly trained and are expert enough to guide your customers to resolution at their tier.

Motivation – Keeping your agents motivated is about two things:

  • Keep them fresh - Make sure you create a positive environment for your agents and allow them proper rest times and mental support when necessary. Be attentive to your agents needs back them up, don’t over work them.

  • Reward them for success – Average Handling Time is very important. However, always keep in mind that whatever you set as the metric for success will be what your agents aim for. Define success in a way that serves the true, big picture purpose of your call center. Make it fun, positively competitive and worth your agents while for them to excel.

Technology – Technology is becoming a key player in call centers. Gaining visibility into the customer's environment and applying big data analytics to optimize service are just a couple of the solutions that are changing the way support is delivered in contact centers. To stay at the top of the game, your call center must keep up with technological developments.

The keys to getting the most out of contact center technologies are:

  • Identification: make sure someone in your organization is up to date on customer service innovation and can make the right technology choices for your contact center.

  • Integration: Develop an implementation method to make sure agents are supported in the process of adopting new technology.

  • Monitoring and optimizing: Review how your technology is performing and adjust when needed. Optimization is a never ending task.

 

Beyond The Call Center

Here is what affecting your customer support beyond the walls of your contact center.

The Customer - How the customer enters the call is critical to the success of the interaction. If the conversation opens in a confrontational way and the agent is unable to gain the customer’s confidence, your chances of a resolution on that call drop significantly.

To minimize customer frustration and get him into the conversation with the right attitude, you have to look at his path up to the call and make sure you eliminate unnecessary friction.

That can include:

  • Long hold times

  • Difficulty in reaching your support

  • Confusing IVR’s

  • Bad self service experience

  • Bad service reputation

If a customer's goal is to get a technician sent as fast as they can, your chances of resolution are dramatically diminished. If an agent is under a vicious attack by a raging customer and is under-equipped to handle it, his goal will become to get off the phone as fast as he can. To achieve resolution you need both the customer and the agent to be motivated and believe that they can do it.

The Product - Last but not least: If your product is bad, no service in the world can help. If your product is good but you have a problem with FCR it may mean you have to look at your UX/UI. If it’s confusing to the customer and difficult to the agent to explain, that will lower your First Call Resolution. In this case your agents has to identify what’s confusing report back to your product people so the confusion doesn’t continue into the future hurting your service and lowering your customer satisfaction.


Summary

First call resolution is a KPI that boils down all aspects of your organization into one single number. It corresponds directly with your customer satisfaction while keeping your finger on the pulse of your product, brand sentiment and customer support. Your first priority is to make sure your call center works right.

What do you have to do?

  • Hire enough good agents.

  • Give them the right training.

  • Motivate them through reward for the right kind of success.

  • Create a good working environment.

  • Provide them with the right technology.

Make sure that all of your consumer-facing functions are friendly and efficient. From self service to calling in, the experience of connecting with your brand must inspire confidence and express respect for the customer's time and needs. If you are able to achieve a good first call resolution rate it means you're doing something right.

#contactcenterworld, @techsee_me


About Hagai Shaham:
Customer Service and Call Center Expert. Focussing on technologies.

About TechSee:
Company LogoTechSee is a SaaS providing Visual customer support for call centers.
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Today's Tip of the Day - Find The Right Solution

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

Published: Monday, January 16, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Consultancies

 
1.) 
Call Center Masters

Giving consulting services to call centers

2.) 
CC-CMM Certification Institute

CC-CMM Certification

3.) 
COPC

Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
PH: 1.407.304.9032

4.) 
CTCOMM

Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

5.) 
Customer Support Asia

Offshoring
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114

6.) 
CX Central

Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287

7.) 
ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)

Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
PH: (416) 498-9440

8.) 
Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
PH: +1-773-325-0608

9.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800

10.) 
Outsourcing Solutions Europe

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

11.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.
PH: 16473286205

12.) 
Pelorus Associates

Marketing Communications
Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.
PH: 434-589-2131

13.) 
proceo.consulting

We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.

14.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.
PH: 0217991445

15.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)
PH: 954-444-3668

16.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
PH: 8663343739

17.) 
Triad Services

Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
PH: 514-738-2197
 

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