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Introduction to First Call Resolution
 

Introduction to First Call Resolution

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This is a high level introduction to First Call Resolution basics. These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.

This is a high level introduction to First Call Resolution basics. These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.

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    Introduction to First Call Resolution Introduction to First Call Resolution Presentation Transcript

    • Introduction to First Call Resolution By Upstream Works © 2007 Upstream Works Software All Rights Reserved© Upstream Works Software
    • Agenda » What is FCR? » What are the effects of FCR? » Causes of repeat calls » What can you do?© Upstream Works Software
    • 100% 90% 80% 80 Ascent Callcentres. 75 com.au 70% 70 Ad Hoc 67 SQM 60% 53 SOCAP 50%© Upstream Works Software
    • Examples » A customer calls at 9:30 AM. They call again at 1:45 PM the same day. » A caller is transferred to a second level agent » A caller calls back repeatedly for the same thing© Upstream Works Software
    • © Upstream Works Software
    • Examples » A customer calls you, and you have to call them back » A customer emails the call center, and then, not receiving a reply, calls and speaks to an agent » A customer calls and gets incorrect information. They don’t call back.© Upstream Works Software
    • Defining FCR First call resolution is properly addressing the customers need the first time they call, thereby eliminating the need for the customer to follow up with a second call From whatis.com© Upstream Works Software
    • Properly Defining FCR » First Call Resolution is properly addressing the customers need and meeting their expectations for the call. » Simple definition covers most situations » Use the simple definition » Walk before you can run » Low hanging fruit » Complex FCR will be defined internally and be consistent per contact type© Upstream Works Software
    • Effect of FCR By improving first call resolution rates, you can: » Reduce call volumes 10% to 15% » Increase customer satisfaction 10% to 15% » Increase revenues 5 to10 times more than the money you save on call volumes. » Reduce customer churn© Upstream Works Software
    • One of our customers found that 15% of their overall call volume came from callers who had to call 4 times or more to get an issue resolved How are YOU doing?© Upstream Works Software
    • Why FCR? The most expensive call is the one that loses you customers! The cheapest call is the one you don’t have to take!© Upstream Works Software
    • Effect of repeat calls » What decisions do your callers make based on the information you provide? » What is the impact of the information you provide? » Service has 5 times the impact on customer satisfaction than product or price1 1 – Harvard Business Review Study© Upstream Works Software
    • Some More Statistics » Customer satisfaction drops 15% after the first call » A 1% increase in FCR will mean 0.6% to 1% increase in customer satisfaction - Loyalty Effect© Upstream Works Software
    • The cost of repeat calls » For an average call center - with 70% FCR » Increasing FCR to 85% will mean: » ~10% increase in productivity » ~10 to 15% increase in customer satisfaction rates » For call centers with churn: » A 1% to 2% increase in total company revenues© Upstream Works Software
    • Causes of repeat calls » 60 % Agent Call Center » Authority » 35% Business Process » Throughout the business » 5% Customer© Upstream Works Software
    • What can you do about it? » Measure First Call Resolution Rates » Live Customer Survey » Email Survey » Post Call IVR Survey » Agent Logging » Call Recording » CRM Case Management » Repeat Call Tracking© Upstream Works Software
    • FCR Measurement » An industry benchmark » An agent evaluation metric » A quality tool for ongoing improvement© Upstream Works Software
    • Measure FCR Per Call Reason© Upstream Works Software
    • FCR as an Agent KPI » Requires financial commitment » Eliminate conflicting agent metrics » Be objective and consistent » Develop agent’s trust » Reward on Solve Rate not on FCR Rate© Upstream Works Software
    • Solve Rate Pebbles Fred Dino Barney Wierdly Wilma Fred’s Rating: Not FCR; Not Solved FCR; Solved Total Calls = 7 Not FCR; Solved FCR: 2/7 = 29% SR: 4/7 = 57% FCR; Solved Not FCR; Not Solved Not FCR; Solved Not FCR; Not Solved© Upstream Works Software
    • (Extreme) Solve Rate Pebbles Fred Dino Barney Wierdly Wilma Fred’s Rating: Not FCR; Solved Not FCR; Solved Total Calls = 7 Not FCR; Solved FCR: 0/7 = 0% Not FCR; Solved SR: 7/7 = 100% Not FCR; Solved Not FCR; Solved Not FCR; Solved© Upstream Works Software
    • © Upstream Works Software
    • Steps to improving FCR » Agent awareness and coaching » Specific problem determination and resolution » One-offs » Customer satisfaction measurement » Ongoing » End to end detail tracking » Technology/ integration » Quality improvement program » Ongoing and cyclic© Upstream Works Software
    • Some Best Practices » Agent incentives based on Solve Rates » Measure » FCR per call type » Customer satisfaction » Use multiple measurement techniques » Ensure at least one is completely objective » Report on customer satisfaction » Detailed interaction information » Measure to improve© Upstream Works Software
    • Inhibitors to FCR Improvement » Lack of consistency and commitment » Lack of knowledge of ‘how to’ » Overcoming existing mindsets » Agent and call center management » “But that’s how we’ve always done it!” » Incentives not in line with desired outcome » Missing or inconsistent data » Viewing FCR measurement as a goal rather than as management tool© Upstream Works Software
    • Summary » FCR impacts both efficiency and effectiveness » FCR can be complex to defined but the simple case will help 80% of the time » Measure per call type » FCR helps agent performance » Solve Rate » Improving FCR is a organizational quality initiative© Upstream Works Software
    • About Upstream Works Software© Upstream Works Software
    • Business Interaction Management Track and save the entire interaction as it happens. It’s easier to use and understand later Provide in-your-face interaction context that’s role tailored for personalized service Pre-built best practices analytics© Upstream Works Software
    • Customer Insights Customer Performance Performance Training and Process Experience Improvement Management Staffing Improvement All customer channels© Upstream Works Software
    • Business Interaction Pain Points » Problem: No methodology or technology used provides a single comprehensive and auditable view of how customers interact with a business. » Result: Averages are used to allocate funds to drive customer loyalty and reduce costs across the multiple interaction channels in use today.© Upstream Works Software
    • 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
    • Next In Series » Increasing Call Center Effectiveness with First Call Resolution www.upstreamworks.com – Download the whitepaper from our website: Increasing Call Center Effectiveness Through First Call Resolution© Upstream Works Software