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.

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Introduction to First Call Resolution

  1. 1. Introduction to First Call Resolution Presented by Upstream Works
  2. 2. Agenda • What is FCR? • What are the effects of FCR? • Causes of repeat calls • What can you do?
  3. 3. 90% 80% 70% 60% 50% 100% 70 Ad Hoc 53 SOCAP 67 SQM 75 Callcentres. 80 Ascent
  4. 4. 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
  5. 5. 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.
  6. 6. Defining FCR First call resolution is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call From
  7. 7. Properly Defining FCR • First Call Resolution is properly addressing the customer's 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
  8. 8. 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
  9. 9. 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?
  10. 10. 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!
  11. 11. 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
  12. 12. 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
  13. 13. 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
  14. 14. Causes of repeat calls • 60 % Agent Call Center  Authority • 35% Business Process  Throughout the business • 5% Customer
  15. 15. 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
  16. 16. FCR Measurement • An industry benchmark • An agent evaluation metric • A quality tool for ongoing improvement
  17. 17. Measure FCR Per Call Reason
  18. 18. 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
  19. 19. Solve Rate Wilma Barney Pebbles Dino Wierdly Fred Not FCR; Not Solved FCR; Solved Not FCR; Solved FCR; Solved Not FCR; Not Solved Not FCR; Solved Not FCR; Not Solved Fred’s Rating: Total Calls = 7 FCR: 2/7 = 29% SR: 4/7 = 57%
  20. 20. (Extreme) Solve Rate Fred Wilma Barney Pebbles Dino Wierdly Not FCR; Solved Not FCR; Solved Not FCR; Solved Not FCR; Solved Not FCR; Solved Not FCR; Solved Not FCR; Solved Fred’s Rating: Total Calls = 7 FCR: 0/7 = 0% SR: 7/7 = 100%
  21. 21. 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
  22. 22. 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
  23. 23. 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
  24. 24. 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
  25. 25. About Upstream Works Software
  26. 26. 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
  27. 27. Customer Insights Customer Experience Performance Improvement Performance Management Training and Staffing Process Improvement All customer channels
  28. 28. 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.
  29. 29. 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
  30. 30. Next In Series Increasing Call Center Effectiveness with First Call Resolution Download the whitepaper from our website: Increasing Call Center Effectiveness Through First Call Resolution