First call resolution (FCR) is a critical key performance indicator (KPI) for measuring the quality of the customer experience and the efficiency of a contact center. According to research, a 1% improvement in FCR can also mean a 1% improvement in customer satisfaction. However, it can be a challenge in measurement and continuous improvement.
When customers repeatedly contact a business to resolve an issue, they feel frustrated and disappointed with the service. Conversely, when an agent resolves the issue in the first contact, it creates a better customer experience and demonstrates the operational efficiency of the call center.
To measure first-call resolution, gather customer feedback on whether the inquiry was resolved satisfactorily. Several different tracking methods were used to capture this information accurately.
With a little effort from your end, FCR can be boosted. Want to know about them? Here we have 8 ways to improve your call center FCR:
1. Train call center agents to handle most queries
A skills matrix lets you see your agents’ abilities at a glance. Tailor training programs to nurture and develop your team. Use a knowledge base for frequently asked questions to help less skilled agents easily find ways to resolve common issues.
2. Use call routing technology to find the right agent on the first call
Skill-based routing ensures customers match with the best call agent. Base calls on language proficiency or product knowledge and align them with your agents’ real-time skills. Intelligent call routing or data-directed routing interrogates data within your CRM and factors it into the routing process.
This way, route a customer with an ongoing, active complaint directly to a supervisor. Immediately call back customers who abandon a queue or get disconnected to turn a bad customer experience into a service recovery opportunity.
3. Eliminate conflicting KPIs that could work against FCR
If your staff is being measured for Average Handle Time (AHT), it can have a negative impact on successful first-call resolution. It happens quite often and, therefore, needs addressing. Eliminating these conflicting KPIs can help agents focus on FCR.
4. Use Incentives to boost FCR
Make your agents aware of the importance of first-call resolution and good customer service. Ingrain the focus on FCR deeply within the company culture. Use incentives to motivate agents to meet your FCR goals.
5. Measure First Call Resolution consistently
Use a sophisticated call recording system for quality monitoring and call ratings. Post-call customer surveys measure first-call resolution, as only the customer can provide an honest perspective on issue resolution. Ask customers about their experience on social media to get an honest answer. Adopt a multi-touchpoint approach to measure first contact resolution and accurately assess customer satisfaction.
6. Encourage feedback from staff
Encourage staff feedback and make it a part of your operation. It will help you understand whether an issue is recurring or not. Acting upon the inputs from the agents will help you nip a recurring problem in the bud.
7. Check your IVR system
You should review your IVR system from time to time to ensure that it is up-to-date and getting the right customer to the right place without delay.
8. Tweak the scripting process to boost FCR
Dynamic agent scripting that integrates with your CRM system can help agents adequately handle customer issues during the first call resolution.
These are the eight ways to improve your call center’s First Call Resolution, efficiency, and customer experience.
