First Call ResolutionThe Key to Superior Tech SupportThe Key to Superior Tech Support

Listen to audio over your computer speakers or you may phone in:

Australia #: 03 9008 6791 New Zealand #: 09 985 3589Access Code: 671-140-838

We will begin at approximately 2pm Australian EDST

Intro to your moderatorIntro to your moderator

Todd LewisCitrix Online

The Questions PaneThe Questions Pane

Type question hereType question here

Meet your presenterMeet your presenter

R b M D llRob McDougallPresident and CEOUpstream Works Software Ltd.Upstream Works Software Ltd.

PPOLLINGOLLING QQUESTIONUESTION

What are your First Contact Resolution yrates?

1 Under 50%1. Under 50%

2. 50%-70%

3. 70%-85%

4. Over 85%4. Over 85%

5. Unknown

WWHYHY FFIRSTIRST CCALLALL RRESOLUTIONESOLUTION??

30% of call centre work is re work30% of call centre work is re-workRepeat calls directly affect customer

ti f tisatisfactionDrives process formalisation

Reduces costReduces complexity

CCOMPLEXOMPLEX FCRFCR

Define a processDefine a processMeasure to a processEliminate Variances

Eliminate errorsReduce repeat calls Complex interaction in the right number of calls

FCR FCR FORFOR AA CCOMPLEXOMPLEX TTRANSACTIONRANSACTION

S tti d ti th t ti f thSetting and meeting the expectation of the customer

Not ‘one and done’Use of typical ‘First Call R l ti ’ t i i tResolution’ metrics is not obvious

CCOMPLEXOMPLEX IINTERACTIONNTERACTION EEXAMPLESXAMPLES

Technical help desksTechnical help desksInitial report callSpecification of required information

Collection timeMay be resolved subsequently by agentMay be forwarded to domain expertMay be forwarded to domain expertRequires final closure/ resolution with callerOften involves cross- channel (email/ phone)Not measured well

CCAUSESAUSES OFOF NNONON--FCRFCR

Agent abilityAgent abilityAccess to informationAuthorityBusiness processpCustomer

CCOMPLEXOMPLEX IINTERACTIONNTERACTION DDEFINITIONEFINITION

Any interaction that cannot be solved byAny interaction that cannot be solved by an agent with the proper training, tools, authority and processauthority and process

CCHARACTERISTICSHARACTERISTICS

Cross channelCross channelThere is cross channel interaction

C lt tiConsultationThere is a consultation with a domain

texpertCall back

The caller is given interim instructions

IISS MMULTIULTI CCHANNELHANNEL CCOMPLEXOMPLEX??

Email/ fax/ CHAT complex?Email/ fax/ CHAT complex?May be hard to measureN t i th l lNot in themselves complexEmail is most prone to complexity

M lti l i t tiMultiple interactions

PPREDICTABLEREDICTABLE DDOMAINOMAIN EEXPERTSXPERTS

Domain experts may be scheduled inDomain experts may be scheduled in call centre

Insurance claimsInsurance claimsIf not, the process is complex by d fi itidefinition

May or may not be available for the callerHow are expectations set?Response times are not predictable

CCALLALL CENTRECENTRE TTYPESYPES

All call centres have ‘one and done’All call centres have one and done interactions

May be seen as complexHigh Volume; Low Variability

Customer serviceMostly non complex interactionsMostly non complex interactions

Low Volume; High VariabilityKnowledge workersgTriageSignificantly more complex interactions

WWHATHAT DDIDID I DI DOO TTODAYODAY??

Measure the interaction detailsMeasure the interaction detailsHas both simple and complex i t tiinteractionsLess well defined measurementComplexity used as an excuse not to measureLess well defined processes

LLOWOW VVOLUMEOLUME, H, HIGHIGH VVARIABILITYARIABILITY

AAGENTGENT WWORKORK

CCOMPLEXOMPLEX IINTERACTIONSNTERACTIONS

PProcess?

TTHEHE CCOMMONOMMON TTHREADHREADTHE COMMON THREAD

WWHEREHERE ISIS THETHE MMYSTERYYSTERY??

Complex interactionsComplex interactionsUnderstand what the agents are actually doingdoingUnderstand what the process is

For customer facing interactionsFor customer facing interactions Stop guessing!

PPOLLINGOLLING QQUESTIONUESTION

What best describes your support challenges?

1. Mix of phone and multi-channel

2. Complex processes

3 N M t3. No Measurement

4. All of the above

5. None of the above

TTHEHE KKEYEY

Mystery and measurement don’t get along!

SSTEPTEP 1 1 -- DDEFINEEFINE THETHE PPROCESSROCESS

Call reason tracking to identify patternsCall reason tracking to identify patternsMany call types

Look for patternsDetermine intra-process steps

DDEFINEEFINE THETHE PPROCESSROCESS

PStep

Step 2

Step 4

Process?

Step 1

Step

Step 5

Step 3

A MA MEASUREDEASURED PPROCESSROCESS

SSTEPTEP 2 2 –– IIDENTIFYDENTIFY THETHE IINTERACTIONSNTERACTIONS

Measure all agent activities related toMeasure all agent activities related to interactions

Call and after callCall and after callEmail and after emailM l d tiMeasure elapsed timesCorrelate multiple interactions

IIDENTIFYDENTIFY THETHE IINTERACTIONSNTERACTIONS

P ?StepProcess ?Step 2

Step 3

Step 4

Step 1 Step

Step 1

Step

Step 1Step

2

Step

1

Step 2

p4

Step 1

1

Step 2

Step 2

Step 2

Step 3

Step 2

Step 3

Step 1

Step 1

Step 3

Step 3 Step

3Step 4

Step Step

4Step

434

SSTEPTEP 3 3 –– CCOMMUNICATEOMMUNICATE THETHE PPROCESSROCESS

Train agents on each process stepTrain agents on each process stepCommunicate the process to callers

Set expectations after each step

FCR FCR ANDAND THETHE CCOMPLEXOMPLEX CCUSTOMERUSTOMER IINTERACTIONNTERACTION

Each process has multiple stepsEach process has multiple stepsAgents should execute process with

h t ‘ d d ’each step ‘one and done’

SSTEPTEP 4 4 –– EELIMINATELIMINATE VVARIANCESARIANCES

SSTEPTEP 4 4 –– EELIMINATELIMINATE VVARIANCESARIANCES

D fi ti l dDefine an optimal process and measure to it

D h d lDo each step once and only onceAddress variances from optimal Be sure it makes customer and business sense.

SSTEPTEP 5 5 -- MMEASUREEASURE TOTO CCONFORMANCEONFORMANCE

C l h dComplex processes, when measured, lose their mystery

P di blPredictableRepeatableMeasurableImprovable

Learn and use best practices

WWHATHAT I DI DIDID TTODAYODAY

TTHEHE ‘S‘SIMPLEIMPLE’ C’ COMPLEXOMPLEX IINTERACTIONNTERACTION

Is the situation really complex?Is the situation really complex?Really?N ll ?No, really?

“We’ve always done it this way”

CCOMPLEXOMPLEX PPROCESSROCESS IIMPROVEMENTMPROVEMENT

Access to the right information and toolsAccess to the right information and toolsKnowledge base

Eli i t f IVREliminate use of an IVRFor complex transactions

Leverage the internet if you can

TTHEHE BBENEFITSENEFITS

FCRFCRReduced call volumesI d t ti f tiImproved customer satisfaction

Process improvementBetter agent managementExpose process holes

AABOUTBOUT UUPSTREAMPSTREAM WWORKSORKS

Call centre solution providerCall centre solution provider Focus on First Call Resolution

t d i tmeasurement and improvement Addressing agent and call handling needs UpStart Experience Suite

Measure FCR 3 ways out of the box

Use with GotoAssist to simplify complex processes and measure results

Rob McDougallRob McDougallPresident

Upstream Works Softwarermcdougall@upstreamworks.com

+1 905 660 0969 x 358twitter:up rmcdtwitter:up_rmcd

&Type question here

&

Get started today!Get started today! Please call now to have all

ti d

1800 451 458 (Australia)

your questions answered.

Try it Free1800 451 458 (Australia)

0800 424 874 (New Zealand)www.GoToAssist.com

We will send you a link to the recorded session within 24 hours.

Thank you for attending!

SSUMMARYUMMARY

Mystery means things are complexMystery means things are complexMeasure to eliminate the mystery

Define the processDefine the processBreak down each process into stepsFCR from repeat calls within a processFCR from repeat calls within a processEliminate variances from the optimal process

Get started today!Get started today! Please call now to have all

ti d

1800 451 458 (Australia)

your questions answered.

Try it Free1800 451 458 (Australia)

0800 424 874 (New Zealand)www.GoToAssist.com

We will send you a link to the recorded session within 24 hours.

Thank you for attending!