The document discusses metrics for measuring first contact resolution (FCR) in customer contact centers. It notes that FCR, which aims to resolve customer issues on the initial contact, is important for customer satisfaction but is often poorly measured. The document recommends measuring FCR through quality monitoring, technology tools, and customer surveys to assess resolution from the customer's perspective. It also provides tips on measuring FCR for different contact channels and notes that centers should aim for continuous improvement through training and process changes rather than focusing only on a high FCR percentage.

1. F irst C ontact R esolution In Dutch Contact Centers By Jeroen Zijlema © 2009

2. Definition (What is FCR).... By Jeroen Zijlema © 2009 All is not well in the land of First Contact Resolution. Too many centers are poorly measuring this metric or misunderstand the pupose of measuring and keeping customer satisfaction in mind. There are plenty of acronyms out there, such as First Time Fix, First Call Resolution, or First Time Right. The first time a customer contacts your center by phone, email, or chat, your goal is to resolve this 1 st contact (including internal transfers), without having the customer to contact a 2 nd time or receives a follow-up through a back office or outbound call. This metric has by far the biggest impact on your customer satisfaction in your center. Unnecessary repeat contacts will cause high operational costs, losing customers due to poor service, and burn out your agent (CSR).

3. What are we measuring ?.... By Jeroen Zijlema © 2009 The most common measurement is through Quality Monitoring, evaluating a standard sample of calls and determine if calls where fully resolved during the contact. By only using this metric we forget the most important factor, which is the customer. What was the customers perspective ? Another measurement is using a technology tool, the outcome of this metric will determine if the call was within a predetermined amount of time (usually AHT) and if the right issue was handled. The danger of this metric is that customers who got frustrated the first time by ineffective support, are not calling again. Therefore end up taking their business elsewhere ? We can conclude that there is no one “best” metric to use, and that a combination (process) of several methods would give the most effective measurement of First Contact Resolution. ....And as long as a customer focussed survey is included in the process. continue...

4. By Jeroen Zijlema © 2009 continue... Inbound calls... You should define in your internal process (guideline) whether a call is resolved within 1 st resolution (target) or has caused a 2 nd or 3 rd contact. All internal transfers should be included in the 1 st contact. Issues such as technical problems in a network, a power outage, or order deliveries have been delayed should not be measured on a CSR level. Email... This can be more complicated than measuring a call, due to the fact that a customer can leave out important information in their first email exchange to resolve the issue. However, there should be a metric in place to measure CSR knowledge, language skills, and how satisfied is the customer with the response email and follow-up questions. Chat.... Measuring FCR for chat contacts should be defined as the number of customer issues being FULLY resolved during the first chat transaction. The number of chat transaction handled by a CSR at the same time should always taken into the metric, because this can negatively influence effectiveness and efficiency.

5. High % is GOOD?... By Jeroen Zijlema © 2009 How do you know when you are on the right track? How high should your FCR be ? First of all.... You should ask youself the following questions; Are we driving up / down our FCR by handling questions we shouldn't be handling in the first place? We have a high FCR score (upper 90%), but customers are walking away? We have a low FCR (under 60%), what changes have been taking place with regards to our internal processes, and how are they impacting our measurements? Do our measurements pinpoint room for improvement for CSR training and coaching? How well do we know our customers?

6. Some items to improve your FCR Intermal mystery contacts monthly CSR ability to reduce transfers Knowledge database (user-friendly) Process improvements Online chat support for frontline CSR's Strive for a experienced population within your center (low attrition) Adjust training for repeat calls and drivers Not just monitor your CSR's, coach them ! By Jeroen Zijlema © 2009 If you have any questions or would like to know more about the subject, please feel free to contact me.