Five steps will provide a strong First Contact Resolution (FCR) plan, which will offer you the knowledge and tools needed to enhance your assisted-service channels’ performance. FCR is usually used as a benchmark, and samples and averages are sufficient for these purposes.
Still, they quickly run up against a wall when utilized in providing an ongoing and actionable FCR improvement program. The steps below outline the items that require to be done by a business for sustainable, fact-based First Call Resolution improvement.
1 – Measurement must be reliable and consistent
FCR measurement that you absorb your contact centers must provide equivalent information about your agent performance and customer experience today that it does tomorrow and therefore the next day. The measurement must be supported by one and consistent set of automated rules and supply consistent and fair results for all agents.
2 – Measurement must be accurate and auditable
You can’t manage the customer experience directly; you’ll only manage the tools you control. The knowledge you collect on FCR should be wont to manage your agents consistently, and as a result, you’ll get to be ready to provide specific samples of good and bad performance. The summary numbers you provide must be an accurate representation of that agent’s performance, and you would like to be ready to prove its validity also.
3 – Coverall interactions and every one channel
To provide an example to an agent of a selected repeat involve a selected repeat reason, you’d potentially require a survey sample size that exceeds your entire interaction volume for the month. By capturing information on every interaction, you’ll easily locate the examples you would like for agent or process improvement resulting in increased FCR. Additionally, agent performance and customer experience also suffer from the varied incoming channels you provide for your assisted service. Agents providing unmanaged and untracked email support for a period of your time during the day invalidate most of the opposite metrics you collect about their performance. By tracking all interactions – calls, emails, chats, etc., then you’ll develop an entire picture of how your agents perform in relationship to FCR and the way they affect your customers across all of your channels.
4 – Measurement is actionable right down to the individual agent, customer, and interaction level
Customer interactions occur with systems and with agents, and therefore the information you collect should provide information on each of those different ”views” of the general experience. By providing detailed information on customer experience because the customer sees it and can look at that very same information from the agent’s viewpoint, you’ll also the dots between what the agent does and what the customer experiences. You’ll now require actionable steps towards understanding what changes within the call center will do to the customer experience and, therefore, the subsequent effect on cost and revenues.
5 – Repeat reasons should be identifiable
Imagine if your child in grammar school came home with a report which told you that their average for the term was B+. With no detailed per subject breakdown of the marks, you would not be ready to help your child improve. You’ll only provide a broad tutoring program across all subjects within the hopes that the general mark would go up. Contact centers have often managed this manner, attentively paid to specific units and specific tests which will be particularly bad but not representative of the general performance.
By capturing contact reasons on all contacts, you’ll start to look at FCR performance on a per subject basis and begin helping the agents improve within the specific subject areas they need problems with.