Flash Player 9 (or above) is needed to view presentations.
We have detected that you do not have it on your computer. To install it, go here.

Like this presentation? Why not share!

Performance Based First Contact Resolution



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

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



Total Views
Views on SlideShare
Embed Views



0 Embeds 0

No embeds



Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
Post Comment
Edit your comment
  • What does performance management do today?Reduce handle timesImprove politenessImproves compliance to corporate “delivery mechanism”Did the agent say the right thingsWhy 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 callingContact ReasonDifferentiate 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 AnalyticsUnderstand how your contact center affects the customer experienceWhat your customers DO will tell you how to improve performanceCapture the Customer ExperienceTo align people, process and systems In the contact centerIn customer self serviceAcross the enterpriseA Performance Management Suite of Tools toAttach agent performance to customer experienceImprove overall contact center performance, and Provide accountability Contact SentryCapture the customer and agent experienceRelationships - making sense out of how one affects the otherAccurate details of every interactionData qualityAnalyse Performance with UpTakeImprove Performance with UpStart

Performance Based First Contact Resolution Performance Based First Contact Resolution Presentation Transcript

  • FCR based Performance Management By Upstream Works © 2007 Upstream Works Software All Rights Reserved© Upstream Works Software
  • The new performance management© Upstream Works Software
  • Contact Center Performance Management » Management assessment based on PBX stats and Quality Monitoring » Occupancy or schedule adherence » Coaching and training based on skills© Upstream Works Software
  • 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© Upstream Works Software
  • If you are awash in a sea of data wouldn’t it be nice to If you are awash in a sea of know where the Icebergs data wouldn’t it be nice to know are? Call centers are prolific at data where the icebergs are? collection Can’t answer questions© Upstream Works Software
  • Why Do Customers Call? »#1 To get their issue resolved »#2 To get their issue resolved »#3 To get their issue resolved© Upstream Works Software
  • What Does the Company Want? » To resolve their issue© Upstream Works Software
  • The goal is to resolve the customers issue properly with the minimum amount of resources How do you track that?© Upstream Works Software
  • 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© Upstream Works Software
  • Definitions and Clarifications » Contact Reason » Agent Solve Rate (ASR) » Average Handle Time » per call type » Transfers and consults© Upstream Works Software
  • Agent Solve Rate (ASR) Barney Betty Fred Wilma Weirdly Fred’s Rating: Total Calls = 7 FCR: 2/7 = 29% SR: 4/7 = 57%© Upstream Works Software
  • FCR-based PerformanceManagement Managing agents based on whether or not they resolve a specific type of call properly.© Upstream Works Software
  • Agent solve Rates myFCR Coverage Info – 68% Payment – 81% Policy Mod - 62% Quotation - 93% myFCR Coverage Info – 62% Payment – 79% Policy Mod - 73% Quotation - 88% myFCR Coverage Info – 87% Payment - 73% Policy Mod - 75% Quotation - 91%© Upstream Works Software
  • 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© Upstream Works Software
  • 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© Upstream Works Software
  • 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© Upstream Works Software
  • 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© Upstream Works Software
  • 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© Upstream Works Software
  • 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© Upstream Works Software
  • A new way to improve performance© Upstream Works Software
  • 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© Upstream Works Software
  • The Impact » Improved FCR » Reduced costs (fewer calls) » Improve customer sat (higher CLV) » Improved agent satisfaction » Improved business processes© Upstream Works Software
  • The take aways© Upstream Works Software
  • Summary » Improve FCR through agent management » 3 things » Track every call » Identify caller » Identify reason » “ASR”-based Performance Management » Actionable method to improve© 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 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!© Upstream Works Software