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We have all made a call to a contact center for some issue or other. And, not all the time do we get our issue resolved by just one call. Sometimes we have to keep on calling to get results.
This is where First Call Resolution comes to address the issue of repeated calls. First Call Resolution over the past few years has become a game-changer, to provide stellar customer service, in contact centers.
The contact centers are prioritizing the first call resolution to resolve the customer’s issue without needing to call back. Not only does it improve the performance of the company but also the company’s engagement with the customers.
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First call resolution is often under argument to be the most important factor and a KPI of determining customer service all across the industry.
A study shows that 5% of contact centers improve their first call resolution by 5% or more in a year.
First call resolution requires a commitment of the agents as well as the supervisor. The company has to go through trial and error to reach a solution that works the best for them. However, there are certain ways to improve and see improvement in the metrics, and those are listed below.
You can try to understand the reason for repeated call using two methods:
If you want to measure the first call resolution of your center you have to gather data and ask questions to the customers. Then you can define and ultimately measure the first call resolution. There is one first call resolution measurement rate formula for this purpose. But, there is also another method called the external measurement method which is as well used by contact centers.
First call resolution is a straightforward method with the formula, used by gathering data and examining the call quality and agent log.
FCR = Total no. of resolved first calls/ Total no. of calls received X 100%
However, there is another method used in the industry which gives a more accurate result.
FCR = Total no. of resolved First calls/ Total no. of first call X 100%
Both approaches are valid and give meaningful results. The organization needs to determine the criteria of collecting the data and then which method to use.
FCR rate of 90% is considered to be high in the industry standard with low being 40%.
In this line of context, the industry average FCR rate is 70 to 75% and this is called a good FCR rate. This implies that 25 to 30% are repeat calls.
However, you cannot compromise your average handle time to improve your FCR. Spending more time talking to customers to improve FCR results in a decrease in efficiency and other benefits FCR gives you.
The post-call survey method involves asking the customers directly if the issue was resolved or not. The survey method may include phone interviews, surveys sent via email, or IVR. Although these methods are expensive and take time, they have been proven to improve FCR.
For improved FCR you want to reduce the no. of calls it takes for a customer to make in order to solve their complaint. A contact center’s goal is to reduce the workload a customer has to do and provide them better service.
Sometimes, you may find you have to invest more time but see a steady decrease in the volume of calls. In that case, it’s a win.
In conclusion, FCR is an important factor when it comes to KPI and understanding how customers perceive you and your service. The FCR can help you understand if you are helping the customers or causing more frustration and why.
more and more companies are focusing on FCR to improve their CX. They are keeping keen eye on each of their interactions with the customers in their journey with the company.