Presented by Upstream Works
FCR Based Performance
Management
The new
performance
management
Contact Center Performance Management
• Management assessment based on PBX stats
and Quality Monitoring
• Occupancy or sch...
Performance Measures
• Reduce handle times
• Improve politeness
• Improves compliance to
corporate “delivery
mechanism”
 ...
Call centers are prolific at data collection
Can’t answer questions
If you are awash in a sea of data
wouldn’t it be nice ...
Why Do Customers Call?
#1 To get their issue
revolved
#2 To get their issue
revolved
#3 To get their issue
revolved
What Does the Company Want?
• To resolve their issue
The goal is to resolve the customers issue
properly with the minimum amount of resources
How do you track that?
FCR Basics
• Definition
 What is it?
 How to measure it
• “WIIFM”*
 FCR improves customer satisfaction
• Increases reve...
Definitions and Clarifications
• Contact Reason
• Agent Solve Rate (ASR)
• Average Handle Time
 per call type
• Transfers...
Agent Solve Rate (ASR)
Fred’s Rating:
Total Calls = 7
FCR: 2/7 = 29%
SR: 4/7 = 57%
Barney Betty Fred Wilma Weirdly
FCR-based Performance Management
Managing agents based on whether or not they
resolve a specific type of call properly.
Agent solve Rates
myFCR
Coverage Info – 87%
Payment - 73%
Policy Mod - 75%
Quotation - 91%
myFCR
Coverage Info – 62%
Payme...
Current PM Techniques
• Problem:
 Call centers are measured to averages
• AHT for any call type
• All calls are measured ...
Current PM Techniques
• Problem
 Quality Monitoring (QM) is a random sample
• Solution:
 Find the 10 best or 10 worst
• ...
Current PM Techniques
• Problem:
 Cannot relate efficiency to effectiveness
• If a call is NOT solved, the call was too l...
3 Things You Need To Do
• Measure everything
 Tracking 100% of the interactions
• Identify the caller
 Customer id on al...
Business Interaction Management
• Provide solve rate by call type and agent
• Link QM recordings to agent behaviors
• Prov...
Examples
• Low solve rate, low talk time
 Agent is rushing
• Low solve rate, long talk time
 Agent is trying, but lacks ...
A new way to improve performance
Additional Value
• Link other relevant business data to FCR
Performance to uncover patterns
 Conversions / sales
 Survey...
The Impact
• Improved FCR
 Reduced costs (fewer calls)
 Improve customer sat (higher CLV)
• Improved agent satisfaction
...
The takeaways
Summary
• Improve FCR through agent management
• 3 things
 Track every call
 Identify caller
 Identify reason
• “ASR”-b...
Business Interaction
Management
Track and save the entire interaction as it
happens. It’s easier to use and understand la...
Customer Insights
Customer
Experience
Performance
Improvement
Performance
Management
Training and
Staffing
Process
Improve...
Business Interaction Pain Points
• Problem: No methodology or technology used
provides a single comprehensive and auditabl...
Upstream Solution
• Upstream Works’ Business Interaction
Management, makes the collective of customer
interactions visible...
Next In Series
www.upstreamworks.com
Download the whitepaper from our website:
Increasing Call Center Effectiveness Throug...
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Performance Based First Contact Resolution

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This presentation outlines how to use FCR for performance management in a contact center

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  • What does performance management do today?
    Reduce handle times
    Improve politeness
    Improves compliance to corporate “delivery mechanism”
    Did the agent say the right things
    Why are those the right things?
    Bell anecdotes re: www.bell.ca
  • 3 reasons as in real estate
  • Skills are how you route the calls. Contact reason is why the customer is calling
    Contact Reason
    Differentiate between skills and contact reason
  • Surveying – what’s more accurate – the random decima poll with percentage accuracy, or asking every single person what they think?
  • Customer Driven Performance Management and Analytics
    Understand how your contact center affects the customer experience
    What your customers DO will tell you how to improve performance
    Capture the Customer Experience
    To align people, process and systems
    In the contact center
    In customer self service
    Across the enterprise
    A Performance Management Suite of Tools to
    Attach agent performance to customer experience
    Improve overall contact center performance, and
    Provide accountability
    Contact Sentry
    Capture the customer and agent experience
    Relationships - making sense out of how one affects the other
    Accurate details of every interaction
    Data quality
    Analyse Performance with UpTake
    Improve Performance with UpStart
  • Performance Based First Contact Resolution

    1. 1. Presented by Upstream Works FCR Based Performance Management
    2. 2. The new performance management
    3. 3. Contact Center Performance Management • Management assessment based on PBX stats and Quality Monitoring • Occupancy or schedule adherence • Coaching and training based on skills
    4. 4. Performance Measures • Reduce handle times • Improve politeness • Improves compliance to corporate “delivery mechanism”  Did the agent say the right things  Why are those the right things? • Anecdotally improves FCR
    5. 5. Call centers are prolific at data collection Can’t answer questions If you are awash in a sea of data wouldn’t it be nice to know where the icebergs are?
    6. 6. Why Do Customers Call? #1 To get their issue revolved #2 To get their issue revolved #3 To get their issue revolved
    7. 7. What Does the Company Want? • To resolve their issue
    8. 8. The goal is to resolve the customers issue properly with the minimum amount of resources How do you track that?
    9. 9. FCR Basics • Definition  What is it?  How to measure it • “WIIFM”*  FCR improves customer satisfaction • Increases revenue  FCR eliminates unnecessary calls • Reduces costs * WIIFM - What’s in it for me
    10. 10. Definitions and Clarifications • Contact Reason • Agent Solve Rate (ASR) • Average Handle Time  per call type • Transfers and consults
    11. 11. Agent Solve Rate (ASR) Fred’s Rating: Total Calls = 7 FCR: 2/7 = 29% SR: 4/7 = 57% Barney Betty Fred Wilma Weirdly
    12. 12. FCR-based Performance Management Managing agents based on whether or not they resolve a specific type of call properly.
    13. 13. Agent solve Rates myFCR Coverage Info – 87% Payment - 73% Policy Mod - 75% Quotation - 91% myFCR Coverage Info – 62% Payment – 79% Policy Mod - 73% Quotation - 88% myFCR Coverage Info – 68% Payment – 81% Policy Mod - 62% Quotation - 93%
    14. 14. Current PM Techniques • Problem:  Call centers are measured to averages • AHT for any call type • All calls are measured the same • Solution:  Differentiate between call types  Manage specific call types / interactions • Gets agents working faster • Specific call type coaching
    15. 15. Current PM Techniques • Problem  Quality Monitoring (QM) is a random sample • Solution:  Find the 10 best or 10 worst • Based on:  AHT / call type  Resolution / call type  Deflections / call type
    16. 16. Current PM Techniques • Problem:  Cannot relate efficiency to effectiveness • If a call is NOT solved, the call was too long (regardless of length) • Solution:  Connect customer and agent experiences • Find that some agents make it worse on the first call • Poor processes driving multiple call backs / issues
    17. 17. 3 Things You Need To Do • Measure everything  Tracking 100% of the interactions • Identify the caller  Customer id on all agent calls • Identify the reason  Call type on all agent calls
    18. 18. Business Interaction Management • Provide solve rate by call type and agent • Link QM recordings to agent behaviors • Provide examples of good / bad calls by call type
    19. 19. Examples • Low solve rate, low talk time  Agent is rushing • Low solve rate, long talk time  Agent is trying, but lacks skill • High solve rate, long talk time  Process is complex • High solve rate, short talk time  use as best practices
    20. 20. A new way to improve performance
    21. 21. Additional Value • Link other relevant business data to FCR Performance to uncover patterns  Conversions / sales  Survey data • Change quality assessment process forms to account for specific call types
    22. 22. The Impact • Improved FCR  Reduced costs (fewer calls)  Improve customer sat (higher CLV) • Improved agent satisfaction • Improved business processes
    23. 23. The takeaways
    24. 24. Summary • Improve FCR through agent management • 3 things  Track every call  Identify caller  Identify reason • “ASR”-based Performance Management  Actionable method to improve
    25. 25. 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
    26. 26. Customer Insights Customer Experience Performance Improvement Performance Management Training and Staffing Process Improvement All customer channels
    27. 27. 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.
    28. 28. 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
    29. 29. Next In Series www.upstreamworks.com Download the whitepaper from our website: Increasing Call Center Effectiveness Through First Call Resolution See the FCR Webinar Series – Coming Soon to Youtube!
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