![]() ![]() There are no other business environments that are measured more tightly than the contact centre. This can make things tricky, as managers, leaders and even advisors have so many different priorities that they are juggling to get right. While First Contact Resolution is becoming more prevalent in the contact centre “metric mix”, it isn’t going to be your only measure and it will sit alongside all of your other requirements to delivering good customer service. ![]() ![]() If the customer is not happy and the case is not “truly resolved”, they can reopen the case and FCR can be tracked in that way.įor more on FCR calculations, read our article: How to Calculate First Contact Resolution Is First Contact Resolution the Right Metric for Your Organization? These two methods are therefore not true methods of calculating FCR.Ī better method of calculating FCR is to send the customer a summary of the interaction a few days after the initial contact. But will the window be long enough? And perhaps the customer will be calling for a different reason? So, maybe we can track repeat calls over a certain time period. But that could encourage negative behaviours or customers might realize sometime after that something is not quite right with the resolution – despite previously saying that they were happy with it. We could ask advisors to confirm on the contact whether it has been resolved or not. While the calculation is straightforward, how do we know that a contact has truly been resolved? How can we track that? The traditional formula for FCR is highlighted below, but the trouble comes with how you source the data to enter into this calculation. In fact, if you use FCR in combination with Average Handling Time (AHT), and split the metrics across your most common contact reasons, you can highlight your most inefficient customer journeys – a topic that we will revisit later. So organizations are turning to FCR to assess not only the efficiency of advisors but also the processes and technology behind them. This is because it can encourage negative behaviours, as advisors may start rushing off the phone. Why Is First Contact Resolution Important?įirst Contact Resolution is now seen by many as the best measure of contact centre efficiency, as fewer organizations use talk time as a measure to target advisors on. Another variation of this term is One-call Resolution.Īnother name for First Contact Resolution is Right First Time (RFT). While both measure the same thing, First Contact Resolution does so across every contact centre channel, while First Call Resolution is for the voice channel only. It is a metric that is often confused with First Call Resolution, which goes by the same acronym. What Is First Contact Resolution? – A definitionįirst Contact Resolution (FCR) is a percentage measure of a contact centre’s success rate in answering customer queries at the first time of asking. We define First Contact Resolution (FCR) before sharing a formula to measure it, challenges to using the metric and best practices to boost FCR rates in your contact centre. ![]()
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