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© 2007 Upstream Works SoftwareAll Rights Reserved

FCR based Performance Management

By Upstream Works

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The new performance

management

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Contact Center Performance Management

» Management assessment based on PBX stats and Quality Monitoring

» Occupancy or schedule adherence

» Coaching and training based on skills

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Performance Measures

» Reduce handle times

» Improve politeness

» Improves compliance to corporate “delivery mechanism”

»Did the agent say the right things

»Why are those the right things?

» Anecdotally improves FCR

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If you are awash in a sea of data wouldn’t it be nice to know where the Icebergs are?

Call centers are prolific at data collection

Can’t answer questions

If you are awash in a sea of data wouldn’t it be nice to knowwhere the icebergs are?

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Why Do Customers Call?

»#1 To get their issue resolved

»#2 To get their issue resolved

»#3 To get their issue resolved

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What Does the Company Want?

» To resolve their issue

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The goal is to resolve the customers issue properly with

the minimum amount of resources

How do you track that?

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FCR Basics

» Definition

» What is it?

» How to measure it

» “WIIFM”*

» FCR improves customer satisfaction » Increases revenue

» FCR eliminates unnecessary calls» Reduces costs

* WIIFM - What’s in it for me

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Definitions and Clarifications

» Contact Reason

» Agent Solve Rate (ASR)

» Average Handle Time

»per call type

» Transfers and consults

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Agent Solve Rate (ASR)

Fred’s Rating:

Total Calls = 7

FCR: 2/7 = 29%

SR: 4/7 = 57%

Barney Betty Fred Wilma Weirdly

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FCR-based Performance Management

Managing agents based on whether or not they resolve a specific type of call properly.

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Agent solve RatesmyFCR

Coverage Info – 68%Payment – 81%Policy Mod - 62%Quotation - 93%

myFCRCoverage Info – 62%Payment – 79%Policy Mod - 73%Quotation - 88%

myFCRCoverage Info – 87%Payment - 73%Policy Mod - 75%Quotation - 91%

myFCRCoverage Info – 87%Payment - 73%Policy Mod - 75%Quotation - 91%

myFCRCoverage Info – 62%Payment – 79%Policy Mod - 73%Quotation - 88%

myFCRCoverage Info – 68%Payment – 81%Policy Mod - 62%Quotation - 93%

©Upstream Works Software

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Current PM Techniques

» Problem:

» Call centers are measured to averages» AHT for any call type

» All calls are measured the same

» Solution:

» Differentiate between call types

» Manage specific call types / interactions» Gets agents working faster

» Specific call type coaching

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Current PM Techniques

» Problem

» Quality Monitoring (QM) is a random sample

» Solution:

» Find the 10 best or 10 worst» Based on:

» AHT / call type

» Resolution / call type

» Deflections / call type

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Current PM Techniques

» Problem:

» Cannot relate efficiency to effectiveness» If a call is NOT solved, the call was too long

(regardless of length)

» Solution:

» Connect customer and agent experiences» Find that some agents make it worse on the first call

» Poor processes driving multiple call backs / issues

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3 Things You Need To Do

» Measure everything

»Tracking 100% of the interactions

» Identify the caller

»Customer id on all agent calls

» Identify the reason

»Call type on all agent calls

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Business Interaction Management

» Provide solve rate by call type and agent

» Link QM recordings to agent behaviors

» Provide examples of good / bad calls by call type

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Examples

» Low solve rate, low talk time

» Agent is rushing

» Low solve rate, long talk time

» Agent is trying, but lacks skill

» High solve rate, long talk time

» Process is complex

» High solve rate, short talk time

» use as best practices

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A new way to improve performance

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Additional Value

» Link other relevant business data to FCR Performance to uncover patterns

»Conversions / sales

»Survey data

» Change quality assessment process forms to account for specific call types

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The Impact

» Improved FCR

»Reduced costs (fewer calls)

» Improve customer sat (higher CLV)

» Improved agent satisfaction

» Improved business processes

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The take aways

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Summary

» Improve FCR through agent management

» 3 things

» Track every call

» Identify caller

» Identify reason

» “ASR”-based Performance Management

» Actionable method to improve

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Business Interaction Management

Track and save the entire interaction as it happens. It’s easier to use and understand later

Provide in-your-face interaction context that’s role tailored for personalized service

Pre-built best practices analytics

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Customer Insights

Customer Experience

Performance

Improvement

Performance

Management

Training and Staffing

Process Improvemen

t

All customer channels

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Business Interaction Pain Points

» Problem: No methodology or technology used provides a single comprehensive and auditable view of how customers interact with a business.

» Result: Averages are used to allocate funds to drive customer loyalty and reduce costs across the multiple interaction channels in use today.

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Upstream Solution

» Upstream Works’ Business Interaction Management, makes the collective of customer interactions visible, accountable and controllable

» Combines technology and a methodology to track individual customer interactions across the business

» Links outcomes to supporting interactions

» Puts the collected information into a powerful form

» Compliments existing applications and infrastructure

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Next In Series

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

Center Effectiveness Through First Call Resolution

See the FCR Webinar Series – Coming Soon to Youtube!