increasing call center effectiveness with first call resolution
DESCRIPTION
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.TRANSCRIPT
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© 2007 Upstream Works SoftwareAll Rights Reserved
Increasing Call Center Effectiveness with First Call Resolution
By Upstream Works
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Overview
» First call resolution definition and effects
» Why improve?
» Causes of errors
» Measuring first call resolution
» Improving first call resolution
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What is First Call Resolution?
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.
-whatis.com
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Statistics
» Industry average FCR rates are only 70%
» Therefore 15% of your callers have to call twice or more
» Therefore:» ~15% is rework
» ~15% of your customer base is at risk
»Repeat calls are premium expense calls
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Cost of Repeat Calls
» Repeat calls increase call volumes
» Repeat calls are driving customer satisfaction down
»Decreases likelihood to recommend
» Increases customer attrition / churn
»Lowers long term revenues
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Strategic KPIs
» FCR
» Agent solve rate
» Cost per incident
» Customer satisfaction
» Likely to recommend – “Net Promoter Score”
» Not AHT
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Benefits of Measuring FCR?
» Reduce call volumes
» Improve customer satisfaction
» Properly reward and retain agents
» Increase revenue
» Improve overall business process
» Understand your customers
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Why Aren’t Calls Handled?
» Agent ability
» Access to information
» Authority
» Business process
» Customer
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Why Isn’t FCR Measured?
» Don’t know how
»Complex metric
» Cost of FCR not known
»Costs not recognized; WIIFM
» FCR improvement is a long term investment
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7 Ways to Measure FCR
» No single mechanism is 100% accurate
» Multiple methods provide more detail
» Measure to improve!
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FCR Measurement Failures
» Measuring FCR as a ‘number’
» Measuring FCR as a single metric across all call types
» Not capturing enough detail to be actionable
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#1 – Agent Logs
» Simple measurement
» Shows a clear management focus on FCR
» Real time measurement
» Biased by agent’s perceptions and motivation
» Manual process
» Minimal improvement detail
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#2 – CRM / Case Management
» CRM application must have history support
»Could be an IT project
» Manual process
» All calls and call types are not tracked
»Number of calls ≠ number of cases
» Requires single CRM application
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#3,4,5 - Surveys
» Live; IVR; Email
» First hand customer view of the call
» Sampling technology
» Requires permission
» Must be immediate
» Direct measure of customer satisfaction rates
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#6 - Call and Screen Recording
» Agent view of the call
» But this is NOT Quality Monitoring!
» Pinpoint simple errors on calls
» Subject to reviewer’s opinion
» May lack detail for improvement
» Sampling technology - prohibits related (original) call evaluations
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#7 – Repeat Call Tracking
» Automatically collected
» Requires ‘actionable detail’
» Evaluates 100% of calls
» Does not rely on “impressions”
» “Repeat” is defined by call horizon
» Requires caller identification
» Rear view mirror
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Tracking details
» Call reason
» Agent ID
» Customer information
» Call information (ToD; AHT; ASA; ACW)
» Tagged to:
» Repeat call tracking
» Recording
» Survey responses
» Agent Logging
» CRM
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3D FCR Measurement
Detailed Contact
Information
RepeatCall
Tracking
SurveyCall Recording
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Problem Solving
Detailed Contact
Information
RepeatCall
Tracking
SurveyCall Recording
Call type = payment
Sat = 40%
Pattern – Short call ; terminates in IVR
Subsequent call to agent
“My payment is late and I can’t make it in the IVR”
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Improving First Call Resolution
» Low Hanging Fruit
» Determine impact
» Root cause analysis
»Call reason Pareto analysis - ‘biggest bang’
» Multi - channel correlation
» Extend throughout the business
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Summary
» Lots of room for FCR improvement
» Large return on investment
» Primarily a measure of effectiveness
» Do more with less
» Complex measurement
» Multiple types is best
» Use detailed information to improve
» Not a quick fix but a worthwhile one
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About Upstream Works
» Call center solution provider
» UpStart Experience Suite
»Measures FCR 4 different ways
» To help agents and improve FCR rates
» Addressing a wide range of agent and call handling needs
» Contact us for free FCR ROI Assessment
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Contact
» Rob McDougall
» www.upstreamworks.com
» 905 660 0969 x 358
» Twitter: @up_rmcd
» See the full webinar recording at www.upstreamworks.com
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Recommendations
» Divide social media into multiple component areas
» Marketing, PR (proactive) and contact center (reactive)
» Implement ‘scanning software that will filter the incoming results
» Assign call center staff to resolve public customer issues
» Create customer interactions
» Timely identification of call center failures
» Provide specific resolutions
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About Upstream Works Software
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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
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Customer Insights
Customer Experience
Performance
Improvement
Performance
Management
Training and Staffing
Process Improvemen
t
All customer channels
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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.
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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
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Next In Series
» Repeat Calls: Assessing the Damage; Calculating the Cost
www.upstreamworks.com – Download the whitepaper from our website: Increasing Call
Center Effectiveness Through First Call Resolution