First Contact Resolution (FCR) in Contact Centres
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Transforming Customer Engagement © Netcall 2015
Transcript of First Contact Resolution (FCR) in Contact Centres
Transforming Customer Engagement
© Netcall 2015
© Netcall 2015
Putting you in the driving seat on the journey to customer engagement
© Netcall 2013
© Netcall 2015
Today’s Agenda• Defining first contact resolution (FCR)• Implication of how customers feel• Broken journeys – what is the impact of repeat or failed contact?• Four routes to improvement
1. Contact avoidance2. Identify reason of repeat calls3. Integrate key systems4. Agent empowerment
• The business case• Strategies for improving the customer experience
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© Netcall 2015
Defining first contact resolution
Open Closed
Customer makes first contact
Customer makes no subsequent contact regarding that query
Time
Contact centre resolves query
Query
status
Your customer should define when the query has been resolved
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© Netcall 2015
Broken journeys • What is the impact of repeated or failed contact?
Higher overall
interaction volumes
Repeated Contact with
Company
Greater customer
effort
Higher number of
agents required
Poor customer
experience
Higher than necessary
operational costs
Reduced customer
satisfaction
Costs between 5% and
15%
Costs 4 to 10 times more to
recruit new customers
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Implications of how customers feel
95%say resolution not always achieved after first contact
42%will ask for the
supervisor as thenext response
8%will post on social media to express
dissatisfaction
1in10
will take theirbusiness
elsewhere
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Four routes to improvement• Contact avoidance• Identify reasons for repeat contact• Integrate key systems• Agent empowerment
Identify reasons for repeat contactIntegrate key systemsAgent empowerment
Contact avoidance
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Identify reasons for repeat contactIntegrate key systemsAgent empowerment
Contact avoidance
Capture feedback…..respond!
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Identify reasons for repeat contactIntegrate key systemsAgent empowerment
Contact avoidance
Average handling time is not a good predictor of resolution
Schedule appropriately trained agents
Implement agent focused quality monitoring
Highlight repeat data entry
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Identify reasons for repeat contactIntegrate key systemsAgent empowerment
Contact avoidanceAudit
processes between contact
centre &back office
Integrate internal
systems Develop a universal queue
All departments support FCR
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Identify reasons for repeat contactIntegrate key systemsAgent empowerment
Contact avoidance
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The business caseCustomers with positive experiences:
• Are nearly twice as likely to refer friends
• More likely to buy additional products
You make savings:
• Reduce interaction volumes (save 5 to 15%)
• Retain more customers (4 to 10 times more to recruit new customers)
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Strategies for improving the customer experience
Web self service Quality management
Knowledge baseUnified agent desktop
Voic
e of
cus
tom
er
Skill
s ba
sed
rout
ing
Call recording
Telephone self service
Web
sel
f ser
vice
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© Netcall 2015
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