first call resolution - the key to superior tech support
DESCRIPTION
First-contact resolution (FCR) is the 'Holy Grail' for a technical support operation - directly impacting customer satisfaction, loyalty and corporate revenue.Join us for a live Webinar to hear Rob McDougall, president of Upstream Works and an expert on FCR, discuss how technical support centres can significantly reduce call volume, increase customer satisfaction and positively impact the bottom line. You will also discover how successful companies leverage remote support to dramatically increase FCR and reduce costs.Attend this interactive Webinar to learn: -- Steps for measuring and improving FCR within your IT support operation-- The strategic impact of FCR on both bottom- and top-line operations-- How remote-support technology is a key contributor to increased first-contact resolution-- And more...TRANSCRIPT
First Call ResolutionThe Key to Superior Tech SupportThe Key to Superior Tech Support
Listen to audio over your computer speakers or you may phone in:
Australia #: 03 9008 6791 New Zealand #: 09 985 3589Access Code: 671-140-838
We will begin at approximately 2pm Australian EDST
Intro to your moderatorIntro to your moderator
Todd LewisCitrix Online
The Questions PaneThe Questions Pane
Type question hereType question here
Meet your presenterMeet your presenter
R b M D llRob McDougallPresident and CEOUpstream Works Software Ltd.Upstream Works Software Ltd.
PPOLLINGOLLING QQUESTIONUESTION
What are your First Contact Resolution yrates?
1 Under 50%1. Under 50%
2. 50%-70%
3. 70%-85%
4. Over 85%4. Over 85%
5. Unknown
WWHYHY FFIRSTIRST CCALLALL RRESOLUTIONESOLUTION??
30% of call centre work is re work30% of call centre work is re-workRepeat calls directly affect customer
ti f tisatisfactionDrives process formalisation
Reduces costReduces complexity
CCOMPLEXOMPLEX FCRFCR
Define a processDefine a processMeasure to a processEliminate Variances
Eliminate errorsReduce repeat calls Complex interaction in the right number of calls
FCR FCR FORFOR AA CCOMPLEXOMPLEX TTRANSACTIONRANSACTION
S tti d ti th t ti f thSetting and meeting the expectation of the customer
Not ‘one and done’Use of typical ‘First Call R l ti ’ t i i tResolution’ metrics is not obvious
CCOMPLEXOMPLEX IINTERACTIONNTERACTION EEXAMPLESXAMPLES
Technical help desksTechnical help desksInitial report callSpecification of required information
Collection timeMay be resolved subsequently by agentMay be forwarded to domain expertMay be forwarded to domain expertRequires final closure/ resolution with callerOften involves cross- channel (email/ phone)Not measured well
CCAUSESAUSES OFOF NNONON--FCRFCR
Agent abilityAgent abilityAccess to informationAuthorityBusiness processpCustomer
CCOMPLEXOMPLEX IINTERACTIONNTERACTION DDEFINITIONEFINITION
Any interaction that cannot be solved byAny interaction that cannot be solved by an agent with the proper training, tools, authority and processauthority and process
CCHARACTERISTICSHARACTERISTICS
Cross channelCross channelThere is cross channel interaction
C lt tiConsultationThere is a consultation with a domain
texpertCall back
The caller is given interim instructions
IISS MMULTIULTI CCHANNELHANNEL CCOMPLEXOMPLEX??
Email/ fax/ CHAT complex?Email/ fax/ CHAT complex?May be hard to measureN t i th l lNot in themselves complexEmail is most prone to complexity
M lti l i t tiMultiple interactions
PPREDICTABLEREDICTABLE DDOMAINOMAIN EEXPERTSXPERTS
Domain experts may be scheduled inDomain experts may be scheduled in call centre
Insurance claimsInsurance claimsIf not, the process is complex by d fi itidefinition
May or may not be available for the callerHow are expectations set?Response times are not predictable
CCALLALL CENTRECENTRE TTYPESYPES
All call centres have ‘one and done’All call centres have one and done interactions
May be seen as complexHigh Volume; Low Variability
Customer serviceMostly non complex interactionsMostly non complex interactions
Low Volume; High VariabilityKnowledge workersgTriageSignificantly more complex interactions
WWHATHAT DDIDID I DI DOO TTODAYODAY??
Measure the interaction detailsMeasure the interaction detailsHas both simple and complex i t tiinteractionsLess well defined measurementComplexity used as an excuse not to measureLess well defined processes
LLOWOW VVOLUMEOLUME, H, HIGHIGH VVARIABILITYARIABILITY
AAGENTGENT WWORKORK
CCOMPLEXOMPLEX IINTERACTIONSNTERACTIONS
PProcess?
TTHEHE CCOMMONOMMON TTHREADHREADTHE COMMON THREAD
WWHEREHERE ISIS THETHE MMYSTERYYSTERY??
Complex interactionsComplex interactionsUnderstand what the agents are actually doingdoingUnderstand what the process is
For customer facing interactionsFor customer facing interactions Stop guessing!
PPOLLINGOLLING QQUESTIONUESTION
What best describes your support challenges?
1. Mix of phone and multi-channel
2. Complex processes
3 N M t3. No Measurement
4. All of the above
5. None of the above
TTHEHE KKEYEY
Mystery and measurement don’t get along!
SSTEPTEP 1 1 -- DDEFINEEFINE THETHE PPROCESSROCESS
Call reason tracking to identify patternsCall reason tracking to identify patternsMany call types
Look for patternsDetermine intra-process steps
DDEFINEEFINE THETHE PPROCESSROCESS
PStep
Step 2
Step 4
Process?
Step 1
Step
Step 5
Step 3
A MA MEASUREDEASURED PPROCESSROCESS
SSTEPTEP 2 2 –– IIDENTIFYDENTIFY THETHE IINTERACTIONSNTERACTIONS
Measure all agent activities related toMeasure all agent activities related to interactions
Call and after callCall and after callEmail and after emailM l d tiMeasure elapsed timesCorrelate multiple interactions
IIDENTIFYDENTIFY THETHE IINTERACTIONSNTERACTIONS
P ?StepProcess ?Step 2
Step 3
Step 4
Step 1 Step
Step 1
Step
Step 1Step
2
Step
1
Step 2
p4
Step 1
1
Step 2
Step 2
Step 2
Step 3
Step 2
Step 3
Step 1
Step 1
Step 3
Step 3 Step
3Step 4
Step Step
4Step
434
SSTEPTEP 3 3 –– CCOMMUNICATEOMMUNICATE THETHE PPROCESSROCESS
Train agents on each process stepTrain agents on each process stepCommunicate the process to callers
Set expectations after each step
FCR FCR ANDAND THETHE CCOMPLEXOMPLEX CCUSTOMERUSTOMER IINTERACTIONNTERACTION
Each process has multiple stepsEach process has multiple stepsAgents should execute process with
h t ‘ d d ’each step ‘one and done’
SSTEPTEP 4 4 –– EELIMINATELIMINATE VVARIANCESARIANCES
SSTEPTEP 4 4 –– EELIMINATELIMINATE VVARIANCESARIANCES
D fi ti l dDefine an optimal process and measure to it
D h d lDo each step once and only onceAddress variances from optimal Be sure it makes customer and business sense.
SSTEPTEP 5 5 -- MMEASUREEASURE TOTO CCONFORMANCEONFORMANCE
C l h dComplex processes, when measured, lose their mystery
P di blPredictableRepeatableMeasurableImprovable
Learn and use best practices
WWHATHAT I DI DIDID TTODAYODAY
TTHEHE ‘S‘SIMPLEIMPLE’ C’ COMPLEXOMPLEX IINTERACTIONNTERACTION
Is the situation really complex?Is the situation really complex?Really?N ll ?No, really?
“We’ve always done it this way”
CCOMPLEXOMPLEX PPROCESSROCESS IIMPROVEMENTMPROVEMENT
Access to the right information and toolsAccess to the right information and toolsKnowledge base
Eli i t f IVREliminate use of an IVRFor complex transactions
Leverage the internet if you can
TTHEHE BBENEFITSENEFITS
FCRFCRReduced call volumesI d t ti f tiImproved customer satisfaction
Process improvementBetter agent managementExpose process holes
AABOUTBOUT UUPSTREAMPSTREAM WWORKSORKS
Call centre solution providerCall centre solution provider Focus on First Call Resolution
t d i tmeasurement and improvement Addressing agent and call handling needs UpStart Experience Suite
Measure FCR 3 ways out of the box
Use with GotoAssist to simplify complex processes and measure results
Rob McDougallRob McDougallPresident
Upstream Works [email protected]
+1 905 660 0969 x 358twitter:up rmcdtwitter:up_rmcd
&Type question here
&
Get started today!Get started today! Please call now to have all
ti d
1800 451 458 (Australia)
your questions answered.
Try it Free1800 451 458 (Australia)
0800 424 874 (New Zealand)www.GoToAssist.com
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Thank you for attending!
SSUMMARYUMMARY
Mystery means things are complexMystery means things are complexMeasure to eliminate the mystery
Define the processDefine the processBreak down each process into stepsFCR from repeat calls within a processFCR from repeat calls within a processEliminate variances from the optimal process
Get started today!Get started today! Please call now to have all
ti d
1800 451 458 (Australia)
your questions answered.
Try it Free1800 451 458 (Australia)
0800 424 874 (New Zealand)www.GoToAssist.com
We will send you a link to the recorded session within 24 hours.
Thank you for attending!