First Call Resolution OVERWHELMED BY FIRST CALL RESOLUTION? DON'T BE!

 

Welcome to our collection of information & tools that seek to help you measure and improve First Call Resolution in your contact center.

In order to help you get to the right resource as efficiently as possible, select the statement that best describes your need.



Before we go further, here are a couple compelling statements from recent studies on First Call Resolution

"Forty-four percent of participants measuring first contact resolution for more than one year reported FCR improvement."

                                                                                    - Ascent Group Study Report 2017

"...for every 1 percent improvement in FCR, there is a corresponding 1 percent improvement in customer satisfaction."

                                                  - Research and consulting firm Service Quality Measurement Group


 

The remainder of this page will explore the following approaches to FCR improvement

 

FCR Improvement via Process Improvement

Before we begin, it is worth mentioning a few of the issues that affect FCR rates in the call center.

That being said, the following four step process is simple to follow and will, if continued, yield measurable results across your organization.

Measure

In the haste to improve FCR, many organizations make the mistake of measuring too few elements. In order to have a more effective effort, be sure to measure what is beneficial to your customers and for your industry. Today’s advanced contact center technology can assist you in many beneficial ways.

Analyze

Much like the mistake of measuring too little, a narrow analytical focus can often lead to missed opportunities in improving FCR; make sure to get the most out of your existing data.

Empower

When seeking to improve FCR, team work is essential to change in the contact center. Shared insight and ownership into both challenges and victories assists greatly in achieving your goals.

Repeat

As customer trends change, so do the demands on the contact center. You can maintain and continue to advance your success in obtaining your FCR goals by implementing the data from your completed analysis.

Summary

Your customers will always want to talk with a live agent to address their needs and will continue to utilize the phone to contact you. Achieving FCR is possible and while you are attaining your FCR goals you are combining the very best of business practices. You will automatically improve customer satisfaction and loyalty when that first call is handled properly and the customer is completely satisfied. Other best practices naturally follow like improved quality, service, and cost reductions.

FCR Improvement via Second Call Treatment

FCR is an important contact center KPI, and a measurement of your operational success. Second Call Treatment, a repeat call tracking process, is another powerful FCR tool. It allows a business to define a second call treatment range, track FCR rates and automatically collect caller information that can be used to determine root causes of problems. Repeat call tracking differs from other FCR measurements because:

Click the following to Learn more about Second Call Treatment

Improvement via automated software - Evolution FCR

Answering the following questions may help you determine if a software approach to FCR improvement will benefit your call center.

Question #1:
Do you have the information you need to effectively perform root cause analysis of the issues that hinder FCR?

Automate FCR Measurement Primas' Evolution FCR software provides an easy way to automate measurement of FCR in your call center.

Utilize Out of the Box Reports Out of the box reports make it easy for you to understand and positive and negative contributors to your call center's FCR rate - making it easier to pick your battle.

FCR Report Configuration

Investigate by multiple call centerr variables Additionally, Primas' Evolution FCR, exception reports provide the clues you need to investigate performance issues by agent, agent group, department, DNIS as well as customizable ranges.

FCR Daily Performance Report

 

Question #2:
Do you have a way to track and treat your repeat callers?

Receive Automatic Notification of Repeat Callers Evolution FCR will tell your agents and supervisors about your repeat callers

This innovative approach to first call resolution allows you to implement a "rubber hits the road" second call treatment plan that enables improvement TODAY!

Think about the impact this can have on your agents, customers and performance!

What if you could alert your agents to the fact that they are receiving a call from a repeat caller?
Would this change the level of care that caller receives?

What if you could ask your repeat callers the reason for their call?
Would this increase your chances of changing a potential defector into a loyal advocate?

The impact repeat callers have on your call center and business should not be over looked for the following reasons

Click the following to learn more about automated FCR improvement with our Evolution FCR turnkey software solution

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Primas Evolution FCR is an innovative, enabling solution that helps improve FCR through real-time second call treatment. Learn more about FCR with Evolution FCR

To learn more about FCR and schedule a demo, call now at 888-477-4627

or use our convenient Contact Form.

To download our free report on FCR... Learn More

 

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Stop the FCR Guess Work! Learn Your FCR Rate in One Week - Create a Free FCR Snapshot Report of Your Operation

Recently published in Telecom Reseller, Primas is offering a free FCR snapshot report. Here’s what you will receive:

FCR Pie Graph of Performance Most Frequent Callers by ANI

Register for your Free FCR Report or contact Primas today at 888-477-4627