1. Minimize call escalations:
In order to improve first call resolution, you need to analyze your call center communications to find out the most frequently escalated calls. Once you understand the issues that prompt these calls, take steps to minimize the escalations. These steps may include more training, larger number of self service options on the website, change in business operations. This would help increase the FCR stats as customers don’t have to call too often.
2. Make use of group chats:
Group chats enable all members of the help desk to add information about issues they might be having and they can post questions about issues they might not be familiar with. Some of the softwares that can be used for this purpose are Google Hangouts, Lotus Notes Same time and Skype. You can leverage these softwares to boost your first call resolution stats insanely.
3. Avoid miscommunication:
Miscommunication occurs when either the customers or the agents start assuming things. As a result, customers call again as they are not very sure how the matter will be resolved. This further results in a decrease of FCR stats. So, agents have to be very careful to avoid any chance of miscommunication. For an effective communication, customers must be made aware of all the aspects of the case so that there is no need for them to call again to confirm.
4. Offer incentives and rewards:
Offering incentives and rewards is an enticing method to improve the FCR stats. You can have a monthly award for the highest level of FCR and special incentives for the team if they achieve their targets. You can consider instituting incentive programs among employees who hit the requisite numbers. This incentive can be tied in with other perks and can be in the form of bonuses, promotions, recognition and more.
