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First Call Resolution

How to create a process that works!

Defining First Call Resolution

Primas defines First Call Resolution (FCR) as the ability for a customer support, contact center agent to receive an incoming customer contact and resolve the customers’ request or issue on the first call. This means you have done all of your homework: First Call Resolution processes are in place, agents are trained, low churn rate, utilizing performance management statistics and you will probably have a FCR rate between 80% - 100%.

That means you still could have 10% - 20% repeat callers, but don’t feel too bad if you fit the 80% - 100% category. The industry average for repeat callers is anywhere from 20% to 40% - quite an expensive problem for most companies.

Improving First Call Resolution

How can you handle the discrepancies within First Call Resolution metrics? The answer is, you will probably always have repeat callers and will need special recognition and second call treatment to identify and satisfy your repeat callers. The greatest benefits to second call treatment come from available technology that can locate resources more easily. By identifying a repeat call, the repeat caller can be transferred to an agent with specific training or a managed queue with the proper expertise. Another is the real-time notification to a CSR that a caller is indeed a repeat caller and can dynamically take control of the customer interaction.

Enhancing Your First Call Resolution Processes

Several common sense approaches will help you control repeat calls.

• Employee churn – new employees are not as adept as your experienced employees who know your company’s products and services. Adopt employee incentive and motivational programs to retain your valuable people resource
• Training – make sure all agents are adequately trained and invest in special teams to address repeat callers to maintain your customers’ loyalty
• Knowledge – in conjunction with training make sure all product and service updates, company news, changes to processes is immediately communicated to all staff
• Technology - improve routing accuracy through advanced CTI applications and data dips. Enhance the interactive voice response unit (IVR) scripts to make sure that the wording is clear and understandable (do not use company slang words or abbreviations) and the selections are in optimal order (so callers do not opt out prematurely only to call you back again)
• Agent Call Completion – after the agent believes that the transaction is complete it is imperative that the customer be given the opportunity to make changes or updates and agree that the call is indeed complete. The agent should notify the customers that the transaction details are clear, understood and in place. Depending on your business model, the agent must be given sufficient time for after call wrap up work to complete the customer’s request
• Customer Information – in order to not encourage repeat calls, the customer must be given any expected delivery or service dates prior to the completion of the call

Measure

In the haste to improve First Call Resolution, many organizations make the mistake of measuring too few elements. In order to have a more effective effort, be sure to measure what is beneficial to your customers and for your industry. Today’s advanced contact center technology can assist you in many beneficial ways.

• ACD, IVR and CTI Reports
  • Performance by Agent, Agent Group, Department and Site
  • Contact Volume by Time of Day, Type of Contact, Site and Channel.
• Performance management and quality monitoring tools
• Automated customer surveys (customer feedback programs are one of the single most important methods to capturing and correcting inadequate processes)
• Agent call work reports

Analyze

Much like the mistake of measuring too little, a narrow analytical focus can often lead to missed opportunities in improving First Call Resolution; make sure to get the most out of your existing data.

• Start with the big picture and observe the trends before digging in
• Identify both positives and negatives—encourage what works and fix what doesn't
• Financial calculations (remember that repeat calls reflect poor service to your customers and significantly decrease revenue)

Empower

When seeking to improve First Call Resolution, team work is essential to change in the contact center. Shared insight and ownership into both challenges and victories assists greatly in achieving your goals.

• Produce timely reports and alerts that indicate changes, successes and challenges
• Provide team members with the means to learn and collaborate, build on what works and communicate in real time.
• Motivate and retain your valued agents – they are your frontline defense to make your First Call Resolution goals

Repeat

As customer trends change, so do the demands on the contact center. You can maintain and continue to advance your success in obtaining your First Call Resolution goals by implementing the data from your completed analysis.

• Employ an iterative system that tracks results over time
• Set Monthly Goals for the organization as a whole and by department
• Invest in agent First Call Resolution incentives programs

Summary

Your customers will always want to talk with a live agent to address their needs and will continue to utilize the phone to contact you. Achieving First Call Resolution is possible and while you are attaining your First Call Resolution goals you are combining the very best of business practices. You will automatically improve customer satisfaction and loyalty when that first call is handled properly and the customer is completely satisfied. Other best practices naturally follow like improved quality, service, and cost reductions.

Just as your customers will always want to talk with a live agent, there will always be a repeat caller. Even in the best run contact centers it is inevitable and a fact of business life. Therefore, it is imperative that you have a second call treatment strategy.

• Does your company have a Second Call Treatment Strategy?
• Do you handle the customers that call back the same way as your first time callers?
• How would you feel if you walked into a local store and went back in a few days and they remembered you? Why not treat your callers the same way…

Remember, your customers are more concerned with resolving their own problems and not your center’s call resolution statistics. Any interruption to this basic concept would mean that your FCR plan has failed, and of course you do have a plan in place don’t you? One key fact is that First Call Resolution can be difficult to achieve. There are many variables that even the best organized customer call centers struggle to overcome. Primas can help with Evolution FCR, a new and simple solution to handle your repeat callers.

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Primas Evolution FCR is an innovative, enabling solution that helps improve First Call Resolution through real-time second call treatment. Learn more about First Call Resolution with Evolution FCR

To learn more about First Call Resolution and schedule a demo, call now at 888-477-4627

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