The Real Value of First Contact Resolution

The more satisfied customers are, the more loyal they’ll become – embrace customer centricity.

It’s not a mystery that first contact resolution is one of the main drivers for customer satisfaction.

Even the smallest improvements to first contact resolution (FCR) have an impact on increasing customer satisfaction, at an astonishing rate of 1:1, which quite frankly is huge.

 

Cost Effective

First Contact resolution not only increases customer satisfaction but improving FCR in your contact centre should be the top priority, simply because it greatly reduces costs.

So there is without a shadow of a doubt a business case for improving first contact resolution, as a result, many companies are investing heavily in customer service training and analytics tools, to measure and improve this voluble metric.

But is focusing mainly on FCR sufficient in order to maintain customer loyalty?
Most certainly not.

 

Keep It Balanced

There are many vital aspects that correspond and impact customer satisfaction thus shaping customer loyalty, these “what-if’s” are:

  • What if; you encountered a poorly trained contact centre agent?
  • What if; the representative didn’t have sufficient product knowledge?
  • What if; you had to be kept on hold for 20 minutes while listening to some ungodly music track?
  • What if; the issue was resolved but the agent was rude and interrupted the conversation numerous times?

 

Diversify

Overly focusing on one metric is a sign of bad management. Embrace the balanced scorecard tactic and evaluate your employees and customer service process’s using these criteria:

  • First Contact Resolution
  • Post contact IVR survey, ask the customer how would they rate the experience
  • Customer retention metric to evaluate the likelihood of a customer leaving within 4 weeks
  • Include Average Handle Time; despite all the hate it gets if you wish you could keep it hidden from the contact centre agents
  • Cross-selling abilities
  • Average time spent on hold; waiting on hold is despised by the customers
  • Number of appropriate escalations
  • Employee satisfaction; happy staff = happy customers

 

First contact resolution is a vital metric which greatly impacts customer satisfaction and helps reducing costs, but focusing on FCR alone is simply not enough.

Take all variables into consideration when trying to increase customer loyalty and act accordingly, ask the customers what parts of the customer experience you provide do they cherish and which ones do they despise, and get to work.

Four Essential Qualities of a Customer Care Centre

The rise of the multi-channel approach shook the customer care landscape to its core and new channels demand a different approach – customer centricity.

Multilingual contact centres need to engage and retain every customer to be successful.

We at OpsTalent believe that these four traits are the keystones to establishing a customer centric contact centre:

Measure quality from both perspectives.

Like many of its customer oriented counterparts around the globe, OpsTalent has invested in quality monitoring tools that record and view customer experiences during each query, also post-contact surveying tools that can determine how the customer felt about each individual interaction.

This way the contact centre gathers essential information about its customer base, feedback that later can be used during coaching sessions or incorporated into each contact centre agents monitoring scores.

But that’s not all, data can be used to improve operation processes work-flows or even actual products and services.

Continuously enhance services, sales and loyalty.

Thanks to all the monitoring tools, today’s contact centres gather an overwhelming amount of data on a daily basis – this would imply that the contact centre is “The Ear” of the organisation, and while true this statement is somewhat wrong.

Customer centric contact centres are not just ear, but the brain of the organisation. They gather and process the information, and later on use it to from strategies and plans.

Thus continuously improving and enhancing the customer experience, by the means of CRM tools, dedicated analytics teams, and evaluation of post-contact surveys.

OpsTalent provides fast, personalised, proactive customer service and support.

Metrics focused on the customer, not just on efficiency.

The best customer centric contact centres, focus less on Average Handle Time, Calls per Hour and focus more on metrics such as Contact Quality, First Contact Resolution and Customer Satisfaction.

Productivity based metrics have its place, but most of the time contact centre managers over-emphasise the importance of AHT. Which only leads the agents to develop bad habits, such as rushing the customer through the call, which in the end only leads to increased number of call volumes, and a decrease in customer satisfaction.

When it comes to agent productivity, focus on things like schedule adherence, thus ensuring that agents are ready for and on time for any potential challenge.

Embrace social customer care.

Providing customer support though social media is no longer a nice bonus, it’s a necessity. Facebook and Twitter are the go-to channel for the Y-generation, and the general public also tries social customer support if they need a fast response to their request or comment.

This is why all leading contact centres have developed and implemented a comprehensive social customer care strategy, with trained agents and powerful monitoring tools they are more than ready to provide proactive customer service and engage the customers in brand new ways.

Keep in mind, that in order to be a customer centric contact centre you also need to be employee centric as well, happy staff + happy customers = exceptional customer experience!