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U p s t r e a m W o r k s S o f t w a r e

2007 Upstream Works SoftwareAll Rights Reserved

Increasing CallCenter

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.

-whatis.com


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Statistics

Industry average FCR rates areonly 70%

Therefore 15% of your callers haveto call twice or more

Therefore:

~15% is rework

~15% of your customer base is at risk

Repeat calls are premium expensecalls


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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 recommendNet PromoterScore

NotAHT


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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 Arent Calls Handled?

Agent ability

Access to information

Authority

Business process

Customer


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Why Isnt FCR Measured?

Dont 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 agents perceptions andmotivation

Manual process

Minimal improvement detail


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#2 CRM / Case

Management

CRM application must have historysupport

Could be an IT project

Manual process

A ll 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 reviewers 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

Repeat

Call

Tracking

SurveyCall

Recording


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Problem Solving

Detailed

Contact

Information

Repeat

Call

Tracking

SurveyCall

Recording

Call type = payment

Sat = 40%

Pattern Short call ;

terminates in IVR

Subsequent call to agent

My payment is

late and I cantmake it in the IVR


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Improving First Call

Resolution

Low Hanging Fruit

Determine impact

Root cause analysis

Call reason Pareto analysis - biggestbang

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

[email protected]

www.upstreamworks.com

905 660 0969 x 358

Twitter: @up_rmcd

See the full webinar recording at www.upstreamworks.com
mailto:[email protected]://www.upstreamworks.com/http://www.upstreamworks.com/mailto:[email protected]


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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 customerissues

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. Its easier to use andunderstand later

Provide in-your-faceinteraction

context thats role tailored forpersonalized service

Pre-built best practices analytics


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Customer Insights

CustomerExperience

PerformanceImprovement

PerformanceManagement

Training andStaffing

ProcessImprovement

All customer channels


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Business Interaction Pain

Points

Problem: No methodology ortechnology used provides asingle comprehensive and

auditable view of howcustomers interact with abusiness.

Result:Averages are used

to allocate funds to drivecustomer loyalty and reducecosts across the multipleinteraction channels in use

today.


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Upstream Solution

Upstream Works Business InteractionManagement, makes the collective of customerinteractions visible, accountable and controllable

Combines technology and a methodology totrack individual customer interactions acrossthe business

Links outcomes to supporting interactions

Puts the collected information into a powerfulform

Compliments existing applications andinfrastructure

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Next In Series

Repeat Calls: Assessing the Damage;

Calculating the Cost

www.upstreamworks.comDownload the whitepaper from our website: Increasing Call

Center Effectiveness Through First Call Resolution
http://www.upstreamworks.com/http://www.upstreamworks.com/

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