The Importance of First Call Resolution

1
(No Transcript)
2
The Importance of First Call Resolution

• Presented by Liz Amaral
• Sr. Director of Product Marketing, Enkata

3
Why Measure First Call Resolution?

• Save Eliminating repeat calls also reduces
  contact center expenses (over 30 of incoming
  calls are repeats!)
• Increase Satisfaction FCR is highly correlated
  with customer loyalty and satisfaction
• Align with Corporate Objectives Shift from agent
  efficiency to customer-centricity

4
Defining First Call Resolution is Simple

• The customers inquiry or problem is resolved in
  one call
• How do you determine whether a call is a repeat?

FCR Rate First Calls Without Repeats All
First Calls
5
Measuring FCR is Difficult

• Essential Criteria for FCR Measurement
• Same Customer
• Name
• Account number
• Same Reason for the Interaction
• Billing Issue
• PIN Reset
• Complaint

• Precise Window of Time
• Hour
• Day
• Across Agents Channels
• Agent who handled the call (including transfers)
• Self-service vs. agent-handled

6
Many Methods for Measuring FCROnly Analytics
are Accurate and Actionable

• Only FCR Analytics
• Covers all calls or contacts with a high degree
  of accuracy
• Provides actionable, trusted data based on
  individual agent performance
• Captures the full sequence of customer
  interactions, including transfers

7
Measuring is not Enough Impact FCR Through
Continuous Improvement at Two Levels
Micro Level Performance Management
Macro Level Actionable Analytics

• 1 - Monitor
• Executives monitor performance of sites

• 2 - Identify
• Analyst identifies opportunities for process or
  policy improvements

• 3 - Improve
• Organization rolls out updated policies or
  procedures

8
Case Study Analytics-Powered Performance
Management Eliminated Repeat Calls
9
How Chase Eliminated Repeat Calls
Step 1 Executives committed to improving FCR
Step 2 Consolidated data and implemented FCR
analytics
Step 3 Established baseline FCR at pilot sites
Step 4 Introduced Performance Management system
modified incentives at pilot sites
Step 5 Supervisors monitored agents and provided
targeted coaching training based on individual
call mix
Step 6 Agents improved skills/knowledge,
increased individual FCR metrics vs. baseline
(and peers at other sites)
Step 7 Identified and adjusted marketing
processes causing repeats
10
What to Consider for Your FCR Program

• How do you measure FCR?
• Across 100 of calls (or all channels)
• Same customer, same problem, specified time frame
• Agent accountability
• How do you improve FCR?
• Compare agents to peers at most granular level
  (call mix)
• Deliver targeted coaching based on specific calls
  causing repeats
• Incent agents on reducing repeats (balanced with
  efficiency metrics)
• Identify and fix process/policy issues causing
  repeat calls
• Implement an automated system for continuous
  improvement vs. one time fix