Customers don’t care how you reach first call resolution (FCR) or how you measure it in the call center -- they just want you to achieve it. Learn tips for improving FCR as well as new processes that drive and actively sustain FCR success.
In this SlideShare, you will walk away with knowledge on how to:
Educate staff on the importance and impact of FCR
Train agents to effectively answer inquiries
Remove barriers hindering FCR achievement
Optimize workforce management processes
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
First call resolution is the home run of call center measurements, but most people still don't do a very good job of understanding it and measuring it in an actionable way. This presentation will give you an introduction to the concepts and soem ideas for how you can start to measure things.
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.
Learn about why First Call Resolution is the KING of all call center metrics with our FCR PowerPoint (PPT) slide deck. The FCR PPT slides cover the definition, its benefits, measuring it, and tips for improving it. The FCR PPT slides provide great insights into strategies, operating philosophy, why it is important, what is a good FCR rate, and best practices for improving. www.sqmgroup.com
Roundtable: Best Practices in First Call Resolution (FCR) Sheri Greenhaus
Best Practices in First Call Resolution (FCR). Participants are Genesys, NICE Systems, OpenSpan and Virtual Hold Technology. Discussing first contact resolution, customer loyalty and predictive analytics.
Visit CRMXchange.com to join the premiere CRM community.
11 Ways to Help You Improve First Call ResolutionTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers expect businesses to effortlessly resolve their issues with speed and accuracy.
Use these tips to help you improve first call resolution (FCR) within your call center and give your customers the service and support they demand.
Talkdesk
Cloud-Based Call Center Software
www.talkdesk.com/free-trial
I will provide you with a systematic process to implement and sustain successful FCR in your company. The following aspects and areas should be considered in First Call Resolution analysis with the Six Sigma Methodology.
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
First call resolution is the home run of call center measurements, but most people still don't do a very good job of understanding it and measuring it in an actionable way. This presentation will give you an introduction to the concepts and soem ideas for how you can start to measure things.
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.
Learn about why First Call Resolution is the KING of all call center metrics with our FCR PowerPoint (PPT) slide deck. The FCR PPT slides cover the definition, its benefits, measuring it, and tips for improving it. The FCR PPT slides provide great insights into strategies, operating philosophy, why it is important, what is a good FCR rate, and best practices for improving. www.sqmgroup.com
Roundtable: Best Practices in First Call Resolution (FCR) Sheri Greenhaus
Best Practices in First Call Resolution (FCR). Participants are Genesys, NICE Systems, OpenSpan and Virtual Hold Technology. Discussing first contact resolution, customer loyalty and predictive analytics.
Visit CRMXchange.com to join the premiere CRM community.
11 Ways to Help You Improve First Call ResolutionTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers expect businesses to effortlessly resolve their issues with speed and accuracy.
Use these tips to help you improve first call resolution (FCR) within your call center and give your customers the service and support they demand.
Talkdesk
Cloud-Based Call Center Software
www.talkdesk.com/free-trial
I will provide you with a systematic process to implement and sustain successful FCR in your company. The following aspects and areas should be considered in First Call Resolution analysis with the Six Sigma Methodology.
How to Systematically Improve First Contact ResolutionUpstream Works
FCR is a quality process. Improve agent performance systematically along with the bottom line.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
With businesses continuously growing and changing, it can be difficult to keep up with your phone calls. Utilizing inbound call centers can improve workflow, as well as improve customer satisfaction.
How to improve call center quality and performance - InfographicPointel Inc
Improving call center quality and performance means looking at the way each employee handles calls. The employee must treat each customer with respect and take all the appropriate steps in order to ensure that the call is handled correctly. Poor quality can upset customers and reduce your profit.
Call Center Statistics or Performance Metricsguest14c061
An article on the differences between call center statistics and call center performance metrics. Which of these should a call/ contact center use? Which is better?
21 Best Practices for Effective Call Quality MonitoringTentacle Cloud
The quality of the call has a direct impact on the customer experience. Many companies do not even have any idea how the quality of the calls is affecting their bottom line. This results in customers getting irritated and chances are they might not come back to you.
www.tentaclecloud.com/signup.php
To succeed in a highly competitive market businesses strive hard to provide customer service through a contact center or a call center. But, setting up a call center division internally can put a huge financial burden on the company which might in turn compromise its quality of customer care. The presentation deals with the methods that businesses can adopt to reduce call center costs.
Invensis Technologies provides effective Customer Care Call Center Outsourcing Services that will be highly beneficial in creating satisfied and loyal client base that will ensure positive referrals for your business. By partnering with Invensis technologies, you will be able to build the brand value of your business and implement an effective Customer Relationship Management (CRM) strategy. (http://www.invensis.net).
Invensis Technologies is an ISO certified and a leading Call Center Outsourcing Company that effectively addresses all the needs of your customers through various services such as billing support, order management and processing, claims processing, returns and refunds, service dispatch and delivery. For more details please visit:
http://www.invensis.net/call-center-outsourcing/outsource-customer-care-call-center-services.php
To find out more about our services and benefits of partnering with us, please contact us at sales{at}invensis{dot}net or you can call us from US +1(302)-261-9036 ; UK +44 203 411 0183 ; AUS +61 3 8820 5183 ; IND +91 80 41155233.
This PPT provides Workforce Management courses on Call Center forecasting and scheduling techniques, attendance and adherence, and Skill-Based Routing. To know more about Call Center Management Consulting visit: http://www.skylinecollege.com/consultancy
Breaking Call Center Rules: Find Time to Wow CustomersKnowlagent
Knowlagent and Ventana Research shares insights into new research about key operational metrics, including idle time. View these slides to learn which call center rules can be broken in order to provide superior customer service.
How to Systematically Improve First Contact ResolutionUpstream Works
FCR is a quality process. Improve agent performance systematically along with the bottom line.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
With businesses continuously growing and changing, it can be difficult to keep up with your phone calls. Utilizing inbound call centers can improve workflow, as well as improve customer satisfaction.
How to improve call center quality and performance - InfographicPointel Inc
Improving call center quality and performance means looking at the way each employee handles calls. The employee must treat each customer with respect and take all the appropriate steps in order to ensure that the call is handled correctly. Poor quality can upset customers and reduce your profit.
Call Center Statistics or Performance Metricsguest14c061
An article on the differences between call center statistics and call center performance metrics. Which of these should a call/ contact center use? Which is better?
21 Best Practices for Effective Call Quality MonitoringTentacle Cloud
The quality of the call has a direct impact on the customer experience. Many companies do not even have any idea how the quality of the calls is affecting their bottom line. This results in customers getting irritated and chances are they might not come back to you.
www.tentaclecloud.com/signup.php
To succeed in a highly competitive market businesses strive hard to provide customer service through a contact center or a call center. But, setting up a call center division internally can put a huge financial burden on the company which might in turn compromise its quality of customer care. The presentation deals with the methods that businesses can adopt to reduce call center costs.
Invensis Technologies provides effective Customer Care Call Center Outsourcing Services that will be highly beneficial in creating satisfied and loyal client base that will ensure positive referrals for your business. By partnering with Invensis technologies, you will be able to build the brand value of your business and implement an effective Customer Relationship Management (CRM) strategy. (http://www.invensis.net).
Invensis Technologies is an ISO certified and a leading Call Center Outsourcing Company that effectively addresses all the needs of your customers through various services such as billing support, order management and processing, claims processing, returns and refunds, service dispatch and delivery. For more details please visit:
http://www.invensis.net/call-center-outsourcing/outsource-customer-care-call-center-services.php
To find out more about our services and benefits of partnering with us, please contact us at sales{at}invensis{dot}net or you can call us from US +1(302)-261-9036 ; UK +44 203 411 0183 ; AUS +61 3 8820 5183 ; IND +91 80 41155233.
This PPT provides Workforce Management courses on Call Center forecasting and scheduling techniques, attendance and adherence, and Skill-Based Routing. To know more about Call Center Management Consulting visit: http://www.skylinecollege.com/consultancy
Breaking Call Center Rules: Find Time to Wow CustomersKnowlagent
Knowlagent and Ventana Research shares insights into new research about key operational metrics, including idle time. View these slides to learn which call center rules can be broken in order to provide superior customer service.
The Ascent Group conducted research in the spring of 2010 to better understand how different companies and industries are measuring and tracking First Call Resolution. This is our sixth study of first call resolution.
We asked companies to share measurement strategies and experiences to identify the practices that lead to higher first call resolution and ultimately to higher customer satisfaction.
Leadership Strategies for High Performance Contact CentresTina Arora
This Presentation was prepared & shared by me as a Guest Speaker at a Conference on 'Customer Experience and Service Quality Excellence', organised by Gripel (www.gripel.com), on 27 and 28 May 2011.
Forrester's Kate Leggett recently blogged about the business benefits of improving the Agent Desktop experience, and I was inspired to add additional color commentary to this as I am currently working with a client who has some significant Agent Desktop challenges. So below is a summary of the Top 6 KPIs and Business Benefits associated with improving your Customer Service Agent's Desktop experience. The 6 KPIs are below:
Improving Agent Handle Time.
Increasing First Call Resolution.
Improving Agent Satisfaction & Turnover.
Improving Training & Ramp Up Time.
Improve Customer Satisfaction.
Increase Revenue.
Talview being the pioneer in digital video recruiting platform, gives out an e-book on video interviews which gives details of the different aspects of video interviews including Mobile Hiring which in turn is becoming one of the milestone of recruitment technology.
First Contact Resolution (FCR) is at the top of the list for many organizations when it comes to the metrics they’re tracking. Also referred to as first-call resolution in contact centers where the primary mode of contact is by phone, FCR helps organizations track the efficiency with which their representatives are able to resolve customer issues.
It’s no great surprise that customers who call with any kind of question — billing, account status, product information, technical assistance, etc. — want their questions answered as quickly as possible. Companies share this goal, as faster resolution equates to lower support costs. For basic issues, this may be accomplished on the customer’s first inbound call; for more technical or complex issues, multiple contacts are often inevitable. Some issues require research and cannot be resolved on the spot. In either case, ongoing communication with the customer while the problem is being resolved is the critical factor.
How to Create a Positive and Profitable Call Center CultureKnowlagent
A positive call center environment is critical to a company’s success or failure in the eyes of its customers and its bottom line. Knowing how to leverage call center talent to create a positive atmosphere will ultimately increase agent productivity and performance.
Roundtable: Best Practices - Quality Assurance & AnalyticsSheri Greenhaus
Top 5 quality assurance and optimization and best practices roundtable discussion with VPI, Genesys, inContact and CallFInder. Discussing virtual call agents, speech and data analytics, quality assurance, workforce management, performance management and more.
Visit CRMXchange.com and join the premiere CRM community.
The role of it leadership in service and support v2MetricNet
In this presentation, viewers will see benchmarking data and case studies that demonstrate the untapped value of all service and support organizations.
Quality must move beyond the purview of just the testing organization and must become an integrated part of the entire software development life cycle (SDLC) to reduce schedule-killing rework, improve user satisfaction, and reduce the risks of untested nonfunctional requirements such as security and performance. Vendors have taken note and look to provide tools that support every role in the organization, considerably broadening the testing tools landscape.
Join Margo Visitacion of Forrester and learn:
* Don't lose before you get into the game
* Why load testing can make the difference
* How planning performance testing today can help budget planning tomorrow
* How to develop your test game plan
10 Questions To Ask When Evaluating IT Service ProvidersInsight
More organizations are leveraging strategic IT partnerships to increase agility and flexibility in the workplace. However, getting the best return on an outsourced IT relationship depends on finding the right partner. What’s the best way to compare and vet potential IT partners? Consult our list of 10 questions to help you pick the right IT service provider.
Learn more here: http://ms.spr.ly/6000TW1kA
Similar to A Customer-Centric Approach to FCR (20)
How Best-in-Class Contact Centers Satisfy Demanding CustomersKnowlagent
Omer Minkara, Research Analyst at the Aberdeen Group, discusses how your contact center can improve productivity and give customers the service they want and deserve.
The Post-Recession Call Center – The Focus, the Spend and the Opportunity After 18 months of a grim economy, companies are emerging from one of the most volatile business environments in recent history. Some are still feeling the pinch, while others are optimistic about what 2010 will bring. Regardless, companies are – for the first time in a long while – looking ahead, exiting survival mode and focusing on how they are going to gain a competitive advantage in a post-recession environment.
Read this paper to learn how to build a winning coaching program, select the right mix of coaching techniques, and measure the effectiveness of the coaching program.
Survey participants shared input on their work at-home agent workforce as well as some of the processes and challenges they have experienced. Data is provided on demographics, retention, challenges to ramping up, challenges to scaling, training and tools.
To better understand the call center agent coaching environment, Knowlagent conducted Coachpalooza, a focus group series. This summary report includes all 20 distinct key findings as well as all survey response data.
How to Create Map Views in the Odoo 17 ERPCeline George
The map views are useful for providing a geographical representation of data. They allow users to visualize and analyze the data in a more intuitive manner.
The Indian economy is classified into different sectors to simplify the analysis and understanding of economic activities. For Class 10, it's essential to grasp the sectors of the Indian economy, understand their characteristics, and recognize their importance. This guide will provide detailed notes on the Sectors of the Indian Economy Class 10, using specific long-tail keywords to enhance comprehension.
For more information, visit-www.vavaclasses.com
The French Revolution, which began in 1789, was a period of radical social and political upheaval in France. It marked the decline of absolute monarchies, the rise of secular and democratic republics, and the eventual rise of Napoleon Bonaparte. This revolutionary period is crucial in understanding the transition from feudalism to modernity in Europe.
For more information, visit-www.vavaclasses.com
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
We all have good and bad thoughts from time to time and situation to situation. We are bombarded daily with spiraling thoughts(both negative and positive) creating all-consuming feel , making us difficult to manage with associated suffering. Good thoughts are like our Mob Signal (Positive thought) amidst noise(negative thought) in the atmosphere. Negative thoughts like noise outweigh positive thoughts. These thoughts often create unwanted confusion, trouble, stress and frustration in our mind as well as chaos in our physical world. Negative thoughts are also known as “distorted thinking”.
How to Split Bills in the Odoo 17 POS ModuleCeline George
Bills have a main role in point of sale procedure. It will help to track sales, handling payments and giving receipts to customers. Bill splitting also has an important role in POS. For example, If some friends come together for dinner and if they want to divide the bill then it is possible by POS bill splitting. This slide will show how to split bills in odoo 17 POS.
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
1. Sponsored by
A Customer-Centric Approach to
First Call Resolution
2. FCR Stats that Make You Go
“Oooh, Ahhh”
C-Sat ratings are For every 1% you get a 1%
35%-45%
improvement in
FCR, = improvement in
C-Sat.
lower (SQM Group)
when a second call is of centers that reported an increase in FCR
made for the same
issue.
More
than 75% over previous 12 months indicated a
resulting increase in C-Sat.
(Customer Relationship Metrics) (ICMI)
of customers who do not get their inquiry or problem resolved
34% on the first attempt are likely to go to your competitors.
In contrast, only 3% percent of customers whose
issue is resolved on the first call are at risk of going to a
(SQM Group)
competitor.
3. Customers don’t care about FCR research
findings or if you know how to measure
FCR…
…they simply want
you to achieve it.
4. Why sit around arguing over
measurement methods and
70% or 75%
whether your FCR rate is… or 80%
…when you could be spending that
time implementing processes that
80% or 85%
will enable you to argue over
whether your
FCR rate is… or 90%
5. And just how DO leading call centers drive
and actively sustain FCR success?
6. FCR Driver #1
Educate staff on the importance and
impact of FCR.
What FCR is; what FCR does
Companies with “Most Improved” FCR accolades
attribute much of success to agent education and
buy-in early on
Prime example: BCBS of Michigan
7. FCR Driver #2
Provide agents with the training and
resources to effectively resolve contacts.
Skills, Knowledge, Access
Prime example: VPI
8. FCR Driver #3
Ensure that there are no conflicting
performance objectives hindering FCR
achievement.
Put your metrics where your mouth is
“De-emphasizing straight productivity metrics allows our
agents to focus on quality, not quantity.”
– Debbie LeBlanc, Contact Center Director, Purolator Courier
FCR and AHT needn’t be mutually exclusive
“By putting the right agent behaviors in motion, our FCR has
gone up and our AHT has remained well in line. We set more
of a range for AHT and not a strict quota so staff can focus on
the customer.
– Geoffrey Butler of ICBC
10. FCR Driver #5
Build incentives around FCR goal
achievement.
Move beyond pizza and pats on the back
“Wall of Fame” and other public recognition
Preferred shifts
Opportunity to serve on FCR Improvement Team
11. FCR Driver #6
Empower agents to improve FCR-
related processes.
Form an agent-led FCR improvement team
Implement a “Voice of the Employee” (V.O.T.E.)
initiative
14. Consider “Customer Effort”
Not all resolved calls leave the
customer smiling.
To view FCR in full context of
the customer experience you need…
A comprehensive quality monitoring program
A C-Sat survey with qualifying questions
15. We Know How Important FCR Is
Top Issues for Improvement:
16. What Holds Us Back?
29% provide
as much training as
they target 73%
say service level
agreements don’t
allow enough time
for training
Source: Ventana Research Call Center Agent Productivity Poll
17. Time Invested for Improvements
Industry Average Composition of Secondary Loss
21% Training
17% Coaching
Secondary Loss 12% 16% Team Meetings
Primary Loss 17%
11% Projects
Wait time 11%
9% Paperwork
Call Handle time 9% Call Research / Follow-up
60%
17% - Email, Call Back,
Knowledgebase, Etc.
Category 1
Source: 2010 Contact Center Shrinkage Survey
18. Time: An Agent’s Day
Shrinkage:
(off-phone work)
12%
Shrinkage: 17% Active Wait
(Absenteeism, etc.)
Wait Time 11%
24 x 2 minute breaks/ day
120 x 2 minute breaks/ week
Call Handle time 60% 480 x 2 minute breaks/ month
5,760 x 2 minute breaks/ year
Costs our industry $30 billion/year
Source: 2010 Contact Center Shrinkage Survey
19. Agents have 17 hours of Idle Time Every Month
Contact center
agents spend 11% Break
of their day
unproductively Lunch 50 minutes of
unproductive
waiting for the next wait time
customer Break
interaction
20. Making Idle Time Productive
Leverage technology to
redistribute the idle
time and create 15-20
minute activity 20 minutes of
sessions “Active Wait”
Lunch time
Use these sessions to +
improve FCR: skills Break
30 minutes of
training, must unproductive
reads, coaching, QM wait time
reviews
21. Finding the Time
Occupancy
100%
95%
90%
85%
80%
75%
Off-phone Activity Sessions
70%
Sessions delivered only during periods of low call
volume to protect service levels
22. Shifting Shrinkage Into Active Wait: Found Time
Productivity gains from shifting 4 hours of training, coaching, and
communications into Active Wait time each month for 1,000
agents.
Shifted
4,000 Hours
Shrinkage 46,400 Shrinkage 46,400
Active Wait Time
Wait Time 17,600 Wait Time 13,600
Handle Time 96,000 Handle Time 96,000
Hours
24. Summary: Putting Into Practice
Utilize Idle Time: Apply more time to making agents
better at resolving contacts
Prioritize: Organize, track and deliver the most important
off-phone work
Measure: Improvement
Editor's Notes
Poll: How do you measure FCR
Matt to discuss
Poll: How much time do agents spend on off-phone activities to improve FCR?