© U p s t r e a m W o r k s S o f t w a r e

© 2007 Upstream Works SoftwareAll Rights Reserved

First Call Resolution in the Details

By Upstream Works

© U p s t r e a m W o r k s S o f t w a r e

Our Question Today

Why is detailed repeat call tracking a must for sustained FCR

improvement?

© U p s t r e a m W o r k s S o f t w a r e

If you are awash in a sea of data wouldn’t it be nice to know where the Icebergs are?If you are awash in a

sea of data wouldn’t it be nice to knowwhere the icebergs are?

© U p s t r e a m W o r k s S o f t w a r e

To get their issue resolved

Why do Customers Call?

© U p s t r e a m W o r k s S o f t w a r e

To resolve the issue

What does the business want?

© U p s t r e a m W o r k s S o f t w a r e

10 Steps to FCR

1. Be reliable and consistent

2. Be accurate and auditable

3. Cover all calls and other types of contacts

© U p s t r e a m W o r k s S o f t w a r e

10 Steps to FCR

4. Actionable down to the individual agent, individual customer, and individual interaction level

5. Repeat reasons should be identifiable

6. Repeat reasons should be accurate and manageable

© U p s t r e a m W o r k s S o f t w a r e

10 Steps to FCR

7. FCR rates should be able to be presented in real time

8. Should be usable for agent incentives

9. Should be usable for coaching

10.Should be an ongoing and sustainable process

© U p s t r e a m W o r k s S o f t w a r e

5 Ways to Measure FCR

» No single mechanism is 100% accurate

» Multiple methods provide more detail

» Measure to improve!

© U p s t r e a m W o r k s S o f t w a r e

#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

© U p s t r e a m W o r k s S o f t w a r e

#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

© U p s t r e a m W o r k s S o f t w a r e

#3* - Surveys

» Direct sampling of customer satisfaction rates

» Can have a negative impact on customer sat

» Subject to survey bias

» Must be immediate

» Not actionable to the agent level

» Can’t use for agent incentives

* - OK if you’re following along the series, I’ve collapsed these three into a single category!

© U p s t r e a m W o r k s S o f t w a r e

#4 – Speech Analytics

» 80% Accurate

» Pinpoint simple errors on calls

» Subject to reviewer’s opinion

» May lack detail for improvement

» Sampling technology - prohibits related (original) call evaluation

© U p s t r e a m W o r k s S o f t w a r e

#5 – Repeat Call Tracking

» Automatically collected

» Provides ‘actionable detail’

» Evaluates 100% of calls

» Does not rely on “impressions”

» Provide tactical and strategic improvement details

» Provides agent management metrics that are fair

© U p s t r e a m W o r k s S o f t w a r e

Find the pathsFollow the customer’s journey

© 2010 Upstream Works Software

© U p s t r e a m W o r k s S o f t w a r e

Test - What Song is This?

always at be by can’t doin’ don’t ever free girl going got i i’m know me night no now

oh really see set side sleep so wanna what yeah you your

» All the words are here

» Repeated words are removed

» The relationships between the words has been removed!

© U p s t r e a m W o r k s S o f t w a r e

What song is this?

always at be by can’t doin’ don’t ever free girl going got i i’m know me night no now oh really see set side sleep so wanna what yeah you your

© U p s t r e a m W o r k s S o f t w a r e

Data relationships are important

How customers and agents interact

© U p s t r e a m W o r k s S o f t w a r e

You Really Got Me – The Kinks

Girl, you really got me goin'You got me so I don't know what I'm doin'Yeah, you really got me nowYou got me so I can't sleep at night

Yeah, you really got me nowYou got me so I don't know what I'm doin', nowOh yeah, you really got me nowYou got me so I can't sleep at night

You really got meYou really got meYou really got me

As I said, relationships are important!

© U p s t r e a m W o r k s S o f t w a r e

Fixing FCR

» Statistics 60% are agent related issues

»But that includes:»Training problems

»Complex process issues

»Lack of process issues

» Manage the customer experience by managing the agents!

© U p s t r e a m W o r k s S o f t w a r e

FCR in the Details

» Without the details you hit a brick wall

»Low hanging fruit only

»No information to manage agents

» FCR detailed for every interaction!

»Same customer

»Same call reason

»Timeframe for that call reason

© U p s t r e a m W o r k s S o f t w a r e

FCR in the Details

» Provides information that is

»Detailed

»Not subjective

»Fair

»Unassailable

» Managed call driver compliance

» Uses solve rate for targeted coaching

© U p s t r e a m W o r k s S o f t w a r e

Agent Solve Rate

Barney Betty Fred Wilma Weirdly

Fred’s FCR Rate: 28%

Fred’s Solve Rate: 57%

© U p s t r e a m W o r k s S o f t w a r e

FCR Based Performance Management

Managing agents based on

whether or not they solve

a specific type of call properly.

© U p s t r e a m W o r k s S o f t w a r e

Current PM techniques

» Performance Management Problem:

» Can’t identify and eliminate customers at risk» You can identify if someone tweets bad things about you

but can’t determine what they did in the call center

» Solution:

» Business Interaction Management

» Identify risky and repeat calling patterns» Huge opportunity for recovery

» Directly affect customer churn and Life Time Value

© U p s t r e a m W o r k s S o f t w a r e

Current PM techniques

» Performance Management Problem:

»Cannot relate efficiency to effectiveness» If a call is NOT solved, the call was too long (regardless of

length)

» Solution:

» Business Interaction Management

»Connect customer and agent experiences» Find that some agents make it worse on the first call

»Poor processes driving multiple call backs / issues

© U p s t r e a m W o r k s S o f t w a r e

Current PM techniques

» Performance Management Problem :

» Call Centers are managed to averages» AHT for any call type

» All calls are measured the same

» Solution:

» Business Interaction Management

» Differentiate between call types

» Manage specific call types / interactions» Gets agents working faster

» Specific call type coaching

© U p s t r e a m W o r k s S o f t w a r e

Tying it all together

» Managed call reason tracking

» Customer surveys

» Call recording

© U p s t r e a m W o r k s S o f t w a r e

The Answer

Interaction tracking and management inter-relates agent and customer

experience and provides tools that can be used for ongoing day to day

management.

© U p s t r e a m W o r k s S o f t w a r e

FCR Repeat Call Details…

» are ideal for managing agents

» provide a system for ongoing improvement

» target surveys to agents and interaction chains

» locate and improve call recording usefulness

» are core to business interaction management

© U p s t r e a m W o r k s S o f t w a r e

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

© U p s t r e a m W o r k s S o f t w a r e

Customer Insights

Customer Experience

Performance

Improvement

Performance

Management

Training and Staffing

Process Improvemen

t

All customer channels

© U p s t r e a m W o r k s S o f t w a r e

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.

© U p s t r e a m W o r k s S o f t w a r e

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

© U p s t r e a m W o r k s S o f t w a r e

Next In Series

» First Call Resolution – How Does Email Impact Customer Satisfaction?

www.upstreamworks.comDownload the whitepaper from our website: Increasing Call

Center Effectiveness Through First Call Resolution