In our previous blog, we discussed how a contact center can effectively influence Key Performance Indicators (KPIs). While tracking metrics is crucial, it is essential for contact centers to ensure they collect the right Call Center Metrics with the right call center CRM software
- How do contact centers utilize the data they collect?
- What key data points do contact centers track?
Contact center managers focus on call handling times, wrap-up time, and call scripting as primary metrics. However, many argue that these do not necessarily drive impactful changes. The real game-changer is implementing an effective CRM platform.
Fusion CX takes a unique approach, leveraging performance metrics that measure the customer experience from an inside-out perspective. The most influential KPI in this regard is First Call Resolution (FCR). Enhancing FCR ensures that customers receive solutions on their first interaction, reducing costs and improving satisfaction.
Oke Eleazu, Vice President of the Institute of Customer Service, highlighted in a survey by Panviva that customers prefer agents who can resolve their issues instantly. Business owners seeking quality customer support should evaluate the FCR rate of their outsourcing partners. With the right Call Center CRM, businesses can track actionable metrics and enhance customer experience.
Challenges with Traditional Metrics
Traditional methods of measuring FCR often rely on subjective assessments, such as agents manually marking issue resolution or call monitoring. Even with advanced CRM software, subjectivity persists.
At Fusion CX, we utilize data-driven methodologies within our Call Center CRM to track customer interactions, repeat call frequency, and resolution effectiveness. This ensures accurate, actionable insights.
The Role of Social Media and Omnichannel Support
With the rise of social media and decentralized contact centers, improving FCR is more challenging than ever. Implementing a Business Process Guidance (BPG) system within a Call Center CRM enables agents to access real-time, detailed knowledge, improving resolution rates.
What is your FCR percentage?
If it’s 60%, it indicates that 40% of customers require multiple interactions for resolution. According to an Ascent Group study, KPIs range from 30% to 98%. While 60% may seem average, strategic improvements through an optimized Call Center CRM can significantly enhance performance.
At Fusion CX, we help businesses establish a baseline, analyze data-driven insights, and optimize their Call Center CRM to enhance overall contact center efficiency.
