Increasing Call Center Effectiveness with First Call Resolution
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Transcript of Increasing Call Center Effectiveness with First Call Resolution
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© 2007 Upstream Works SoftwareAll Rights Reserved
Increasing Call Center Effectiveness with First Call Resolution
By Upstream Works
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Overview
» First call resolution definition and effects
» Why improve?
» Causes of errors
» Measuring first call resolution
» Improving first call resolution
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What is First Call Resolution?
Properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call.
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Statistics
» Industry average FCR rates are only 70%
» Therefore 15% of your callers have to call twice or more
» Therefore:» ~15% is rework
» ~15% of your customer base is at risk
»Repeat calls are premium expense calls
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Cost of Repeat Calls
» Repeat calls increase call volumes
» Repeat calls are driving customer satisfaction down
»Decreases likelihood to recommend
» Increases customer attrition / churn
»Lowers long term revenues
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Strategic KPIs
» FCR
» Agent solve rate
» Cost per incident
» Customer satisfaction
» Likely to recommend – “Net Promoter Score”
» Not AHT
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Benefits of Measuring FCR?
» Reduce call volumes
» Improve customer satisfaction
» Properly reward and retain agents
» Increase revenue
» Improve overall business process
» Understand your customers
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Why Aren’t Calls Handled?
» Agent ability
» Access to information
» Authority
» Business process
» Customer
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Why Isn’t FCR Measured?
» Don’t know how
»Complex metric
» Cost of FCR not known
»Costs not recognized; WIIFM
» FCR improvement is a long term investment
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7 Ways to Measure FCR
» No single mechanism is 100% accurate
» Multiple methods provide more detail
» Measure to improve!
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FCR Measurement Failures
» Measuring FCR as a ‘number’
» Measuring FCR as a single metric across all call types
» Not capturing enough detail to be actionable
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#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
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#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
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#3,4,5 - Surveys
» Live; IVR; Email
» First hand customer view of the call
» Sampling technology
» Requires permission
» Must be immediate
» Direct measure of customer satisfaction rates
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#6 - Call and Screen Recording
» Agent view of the call
» But this is NOT Quality Monitoring!
» Pinpoint simple errors on calls
» Subject to reviewer’s opinion
» May lack detail for improvement
» Sampling technology - prohibits related (original) call evaluations
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#7 – Repeat Call Tracking
» Automatically collected
» Requires ‘actionable detail’
» Evaluates 100% of calls
» Does not rely on “impressions”
» “Repeat” is defined by call horizon
» Requires caller identification
» Rear view mirror
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Tracking details
» Call reason
» Agent ID
» Customer information
» Call information (ToD; AHT; ASA; ACW)
» Tagged to:
» Repeat call tracking
» Recording
» Survey responses
» Agent Logging
» CRM
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3D FCR Measurement
Detailed Contact
Information
RepeatCall
Tracking
SurveyCall Recording
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Problem Solving
Detailed Contact
Information
RepeatCall
Tracking
SurveyCall Recording
Call type = payment
Sat = 40%
Pattern – Short call ; terminates in IVR
Subsequent call to agent
“My payment is late and I can’t make it in the IVR”
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Improving First Call Resolution
» Low Hanging Fruit
» Determine impact
» Root cause analysis
»Call reason Pareto analysis - ‘biggest bang’
» Multi - channel correlation
» Extend throughout the business
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Summary
» Lots of room for FCR improvement
» Large return on investment
» Primarily a measure of effectiveness
» Do more with less
» Complex measurement
» Multiple types is best
» Use detailed information to improve
» Not a quick fix but a worthwhile one
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About Upstream Works
» Call center solution provider
» UpStart Experience Suite
»Measures FCR 4 different ways
» To help agents and improve FCR rates
» Addressing a wide range of agent and call handling needs
» Contact us for free FCR ROI Assessment
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Contact
» Rob McDougall
» www.upstreamworks.com
» 905 660 0969 x 358
» Twitter: @up_rmcd
» See the full webinar recording at www.upstreamworks.com
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Recommendations
» Divide social media into multiple component areas
» Marketing, PR (proactive) and contact center (reactive)
» Implement ‘scanning software that will filter the incoming results
» Assign call center staff to resolve public customer issues
» Create customer interactions
» Timely identification of call center failures
» Provide specific resolutions
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About Upstream Works Software
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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
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Customer Insights
Customer Experience
Performance
Improvement
Performance
Management
Training and Staffing
Process Improvemen
t
All customer channels
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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.
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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
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Next In Series
» Repeat Calls: Assessing the Damage; Calculating the Cost
www.upstreamworks.com – Download the whitepaper from our website: Increasing Call
Center Effectiveness Through First Call Resolution