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The Importance of First Call Resolution

The Importance of First Call Resolution. Presented by Liz Amaral Sr. Director of Product Marketing, Enkata. Why Measure First Call Resolution?. Save $$: Eliminating repeat calls also reduces contact center expenses (over 30% of incoming calls are repeats!)

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The Importance of First Call Resolution

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  1. The Importance of First Call Resolution Presented by Liz Amaral Sr. Director of Product Marketing, Enkata

  2. 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

  3. Defining First Call Resolution is Simple The customer’s 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

  4. 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

  5. Many Methods for Measuring FCR:Only 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

  6. 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 • 3 - Improve • Organization rolls out updated policies or procedures • 2 - Identify • Analyst identifies opportunities for process or policy improvements

  7. Case Study: Analytics-Powered Performance Management Eliminated Repeat Calls

  8. 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

  9. 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

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