The Importance of First Call Resolution Presented by Liz Amaral Sr. Director of Product Marketing,...
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Transcript of The Importance of First Call Resolution Presented by Liz Amaral Sr. Director of Product Marketing,...
The Importance of First Call Resolution
Presented by Liz AmaralSr. Director of Product Marketing, Enkata
Why Measure First Call Resolution?
• Save $$: Eliminating repeat calls also reduces contact center expenses (over 30% of incoming calls are repeats!)
• Increase Satisfaction: FCR is highly correlated with customer loyalty and satisfaction
• Align with Corporate Objectives: Shift from agent efficiency to customer-centricity
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4Defining First Call Resolution is Simple
The customer’s inquiry or problem is resolved in one call
* How do you determine whether a call is a repeat?
FCR Rate = First Calls Without Repeats* All First Calls
Measuring FCR is Difficult
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Essential Criteria for FCR Measurement Same Customer
Name Account number
Same Reason for the Interaction Billing Issue PIN Reset Complaint
Precise Window of Time
Hour Day
Across Agents & Channels Agent who handled the call
(including transfers) Self-service vs. agent-handled
Many Methods for Measuring FCR:Only Analytics are Accurate and Actionable
Only FCR Analytics:
• Covers all calls or contacts with a high degree of accuracy
• Provides actionable, trusted data based on individual agent performance
• Captures the full sequence of customer interactions, including transfers
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Measuring is not Enough: Impact FCR Through Continuous Improvement at Two Levels
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2 - Identify• Analyst identifies
opportunities for process or
policy improvements
2 - Identify• Analyst identifies
opportunities for process or
policy improvements
3 - Improve• Organization
rolls out updated
policies or procedures
3 - Improve• Organization
rolls out updated
policies or procedures
1 - Monitor• Executives
monitor performance of
sites
1 - Monitor• Executives
monitor performance of
sites
Micro Level – Performance Management
Macro Level –Actionable Analytics
How Chase Eliminated Repeat Calls
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Step 1: Executives committed to improving FCR
Step 2: Consolidated data and implemented FCR analytics
Step 3: Established baseline FCR at pilot sites
Step 4: Introduced Performance Management system & modified incentives at pilot sites
Step 5: Supervisors monitored agents and provided targeted coaching & training based on individual call mix
Step 6: Agents improved skills/knowledge, increased individual FCR metrics vs. baseline (and peers at other sites)
Step 7: Identified and adjusted marketing processes causing repeats
What to Consider for Your FCR Program
• How do you measure FCR?– Across 100% of calls (or all channels)– Same customer, same problem, specified time frame– Agent accountability
• How do you improve FCR?– Compare agents to peers at most granular level (call mix)– Deliver targeted coaching based on specific calls causing repeats– Incent agents on reducing repeats (balanced with efficiency metrics)– Identify and fix process/policy issues causing repeat calls– Implement an automated system for continuous improvement vs.
one time fix
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