Review of The Expert’s Guide to Customer Service: First Call Resolution” by Rosanne D’Ausilio, PhD.

Review of The Expert’s Guide to Customer Service: First Call Resolution” by Rosanne D’Ausilio, PhD.

The break on the 4th gave me some time to review a recently released guide on first call resolution – “The Expert’s Guide to Customer Service: First Call Resolution” by Rosanne D’Ausilio, PhD.

Here is my high-level feedback on the report

–          The report does a good job at arguing the importance and impact of first call resolution on the organization in terms of its impact on both operations and customer satisfaction.

–          Agent performance is cited as the biggest impact on the customer experience.

–          Repeat calls and their impact are discussed in detail. Included is a calculation chart that can assist in measuring the financial impact repeat calls have on your own organization.

Many reports and their statistics are cited. Here are a few that grabbed my interest:

–          45% of repeat calls stemmed from emotional disconnects between customers and representatives – Harvard Business Review, Stop Trying to Delight Your Customers 201o

For me this points to the importance of identifying the root cause issues that cause those repeat calls. Categorizing the issues, addressing each group, finding solutions and then training agents accordingly will help you increase your CSAT and decrease those repeat calls in one stroke.

–          57% of inbound calls came from customers who went to the website first

–          More than half of phone contacts have a self-service interaction related to them either before or after the call.

This suggests that we still have a long way to go in unifying the customer experience across channels – which I have seen firsthand. When I recently logged onto my mobile provider and checked on my billing I realized that something was not right and wanted to give them a call in order to investigate. For one thing I could not seem to find the phone number (are they trying to make it difficult for me to find them?). Then when I finally did get to the right department, they were unaware of my website activity. How much time would this have saved me, their, IVR and their agent if my web experience was integrated into their call center?

Lastly, here are a few take-aways. Although these are common knowledge when it comes to addressing first call resolution, I do not think it hurts to hear them repeated.

–          Measure! ~ 51% of companies measuring FCR for more than one year reported improvement ranging from 1 to 12% in a study by The Ascent Group in 2010.

–          Ask your customers if their issue was resolved!

–          Use multiple methods to measure FCR

–          Don’t stop measuring – continue so that you can measure your improvement

–          Stop those repeat calls! ~ 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)

Outline of the guide.

  1. Introduction
  2. Survey  | Reports
  3. Best Practices
  4. How to Measure
  5. What do those repeat calls cost
  6. Common Techniques for Measuring FCR
  7. What are the benefits of FCR?
  8. What Metrics are impacted by FCR?


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