How well is your call center serving your customers? In this article, we explore an important way of measuring this via FCR also known as First Call Resolution or First Contact Resolution.
What is FCR?
An FCR or First Call Resolution is when your agent solves a customer’s problem–without escalating or transferring– in the very first call. Asa metric, it can be defined as the percentage of callers that do not require any further contacts or callbacks to address their previous reason for calling. In other words, the percentage of calls resolved within the first call.
In the context of customer support today, the definition of FCR has expanded to include contacts made by the customer on other channels such as website chat, email, in-app chats, WhatsApp, or social media. That is why in omnichannel contact centers, FCR is defined as First Contact Resolution rather than First Call Resolution.
Why Should Call Centers Calculate FCR?
Studies prove that there is a strong positive relationship between first call resolution and caller satisfaction. 1 And this makes sense. After all, we all know that today’s impatient customers want their calls and concerns addressed as fast as possible!
But apart from being a good measure of customer experience. FCR is also a key metric to measure agent efficiency or agent effectiveness. It shows that your agents are well trained. After all, if it takes multiple calls to resolve a customer query or complaint, this is eventually adding up to your cost per the complaint, and creating inefficiency within your call center.
For these reasons, FCR is an important KPI for your customer support/contact center.
How to Improve First Call Resolution?
You cannot improve what you don’t measure. Ensuring that you are calculating your FCR is the most important step towards improving it. But now that you have begun measuring your FCR, you need to understand how to improve it. Here are some concrete steps you can take
1. Empower Your Agent
Does your agent have enough information to help your customer? The information your agent requires is of two types. Firstly s/he requires customer information in order to speedily understand the call context. Secondly, they require product knowledge to resolve the issue. The first challenge can be solved by using a CRM integration. Here, screen pops will clearly display relevant customer information from the CRM on the agents window.
2. Train Your Agents.
Use your contact center reports to track agent performance and train agents. To do this, go to your reports and search your FCR by an agent. At the very top of the list is your star performer, the one agent that is able to resolve customer problems fastest. This agent can share tips and tricks on how he/she solves problems fast. Go into this agent’s call recordings. Take out a sample of a call resolved in seconds. Use this to train your other agents.
3. Identify Recurring Customer Issues.
Use your call center data to improve your FCR. Study your call recordings for all escalations to analyze what the issue could be. Use reporting & speech analytics to glean the insights they contain.
4. Take Agent Feedback.
Your agents interact with your customers daily. Each of them gets valuable insights into the customer psyche and is best placed at identifying what roadblocks you face in solving customer problems. It could be a lack of information or they may need more training on certain issues. Create a system by which you ask your agents on a regular basis to share their feedback, and you might be surprised at how easily you can improve your call center performance!
5. Get the Right Technology.
In order to perform at their optimum, agents should be equipped with the right contact center software. Ask your contact center provider about these tools: Reporting, Speech Analytics, Multichannel Support, CRM Integrations, Customer Survey IVRs and Digital Assistants.
Ozonetel has helped its clients achieve Industry Leading FCRs of 85%. Know more about our solutions here.