Call centers make use of a number of metrics to determine quality and profitability. Some of these metrics are business oriented and others are customer oriented. In order to boost the first call resolution stats, the metrics provided by the call center should be clear enough in order to avoid any confusion. Let’s take an example of conflicting metrics: If the focus is on reducing the time per call the call centers might find FCR rates falling as agents would be looking to wrap up the call as soon as possible, irrespective of the customer issues. Thus, the call center metrics should be exempted of all sorts of confusions.
2. Make use of agent feedback:
Agent feedback is yet another tactic of improving first call resolution stats. This requires instituting a system of soliciting feedback from your agents. Since they deal with customers all day long, they can provide insights on what changes can be made to improve FCR rate. These agent feedbacks can be used to ask about workflow, systems and processes that need to be tweaked or implemented to achieve higher rates.
3. Ensure the proper functioning of your IVR system:
A properly functioning IVR system is highly recommended for improving first call resolution rates. It exempts customer frustration so that do not hang up. Moreover, this improves the efficiency of the call center system.
4. Ensure proper resource access to the agents:
There are instances where given the dozens of applications agents need to deal with on each call, they aren’t able to quickly access that information. This causes customers to be transferred multiple times which further leads to customer dissatisfaction. Another common hurdle to first call resolution is that agents are not given the authority to deal with issues beyond the basic, such as dealing with returns, offering discounts, etc. and then the customer call gets forwarded. Therefore, providing proper access to resources can help your agents work efficiently and hence increase FCR stats.
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.
In our previous post, we talked about the importance of FCR for call centers. You are now familiar with the numerous benefits that first call resolution can provide you once you start using it in your organization. Now, let’s look at the some of the effective strategies that can be employed to improve your first call resolution stats:
1. Leverage knowledge database:
In order to boost the FCR rate, knowledge database can be used as a powerful tool. Provide updated, highly informative and quality knowledge databases to your agents. Make sure that the articles in the database should be clear and concise, with good instructions on how to fix the issues. The knowledge database should be efficient enough so that the agents do not have to scroll through tons of unnecessary information.
2. Train your agents and provide them superior analytical tools:
Invest in training your front line agents in all the necessary elements related to your business operations. Properly trained agents can do little even if they do not have good customer service tools and resources at their disposal. To boost the FCR stats further, you can even consider investing in an efficient live chat solution that identifies where the other person is chatting from. You can deploy tools with superior analytics capabilities and knowledge resources that make updating your FAQs and knowledge base easy.
3. Monitor call quality:
Monitoring involves checking call quality, making sure the agents are not being rude and checking that the right processes were followed . In cases where the agents miss an easy FCR, a helpful email should be sent informing them of where they went wrong and what they can do next time. Meetings can be set up in those cases where the agent is making consistent mistakes and the FCR level is far below what it should be.
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