Increasing Call Center Effectiveness With First Call Resolution
Increasing Call Center Effectiveness With First Call Resolution
Increasing Call Center Effectiveness With First Call Resolution
By Upstream Works
Upstream Works Software
2007 Upstream Works Software All Rights Reserved
Overview
First call resolution definition and effects
Why improve?
Causes of errors Measuring first call resolution Improving first call resolution
Upstream Works Software
Properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call.
-whatis.com
Statistics
Industry average FCR rates are only 70%
Therefore 15% of your callers have to call twice or more
Therefore:
~15% is rework
~15% of your customer base is at risk
Strategic KPIs
FCR Agent solve rate Cost per incident Customer satisfaction
Likely to recommend Net Promoter Score
Not AHT
Upstream Works Software
#1 Agent Logs
Simple measurement Shows a clear management focus on FCR
Manual process
#3,4,5 - Surveys
Live; IVR; Email First hand customer view of the call
Sampling technology
Requires permission
Must be immediate
Direct measure of customer satisfaction rates
Upstream Works Software
Tracking details
Call reason Agent ID Customer information Call information (ToD; AHT; ASA; ACW) Tagged to:
Repeat call tracking Recording Survey responses Agent Logging CRM
3D FCR Measurement
Repeat Call Tracking
Survey
Problem Solving
Repeat Call Tracking
Survey
Summary
Lots of room for FCR improvement
Large return on investment
Complex measurement
Multiple types is best
Use detailed information to improve Not a quick fix but a worthwhile one
Upstream Works Software
Contact
Rob McDougall
[email protected] www.upstreamworks.com 905 660 0969 x 358 Twitter: @up_rmcd
Recommendations
Divide social media into multiple component areas
Marketing, PR (proactive) and contact center (reactive)
Implement scanning software that will filter the incoming results Assign call center staff to resolve public customer issues
Create customer interactions Timely identification of call center failures Provide specific resolutions
Customer Insights
Customer Experience
Performance Improvement
Performance Management
Process Improvement
Upstream Solution
Upstream Works Business Interaction Management, makes the collective of customer interactions visible, accountable and controllable
Combines technology and a methodology to track individual customer interactions across the business Links outcomes to supporting interactions Puts the collected information into a powerful form Compliments existing applications and infrastructure
Upstream Works Software
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Next In Series
Repeat Calls: Assessing the Damage; Calculating the Cost
www.upstreamworks.com
Download the whitepaper from our website: Increasing Call Center Effectiveness Through First Call Resolution