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SIGHTS ON FCR
Have you ever picked up the phone to call a business, the while thinking, “I sure BY LORI all FRASER hope that they’re unable to handle my issue during this call,” thatwith “I’llcontact need As Iand work to call them back atcenters least once to get this across all sizes resolved”? Of course not. Any contact re- I and vertical markets, maggio 2012 ceived from a customer comes with a set hear a consistent theme www.contactcenterpipeline.com MAY 2012 of expectations, and surely one of those is focusing on serving custhattomers the issue will be completely resolved in excellence. So why aren’t by the time the contact ends. more customers raving about their First-contact resolution (FCR) is our way of experiences? And why do some measuring this characteristic, and many in centers excel in service while oththe industry count this as one of our most ers only talk the talk? While there important metrics. In fact, not long ago, I are no simple answers, I can offer was reading through a research paper in up one differentiator that separates which FCR was described as the “holy grail the “best” from the rest. Top centers of call center satisfaction.” That may be goFirsttooContact ingtake a shade far (see Resolution the sidebar on(FCR) 12, seriously and align their metrics and Is FCR the Ultimate Metric?), but anyone technologies around it to deliver who has worked in the industry would be a superior experience. quick to agreecustomer that high FCR is a key ingredient in a well-run center. It’s Your NotFCR Just about Where a Finding Opportunities Phone Callssatisfaction Anymore metric like customer is someWhile FCRin started first-call resoluwhat vague terms ofasimprovement eftion, it has evolved to reflect forts, FCR is quite the opposite. Atcontact a high effectiveness in whatever level, there is no secret about how channel it needs (calls, emails, chat, etc.) to improve – determine themail, reasons whycusinquiries are not handled at first contact,teams then tomers choose, and whatever address one.(see The trick with1FCR is in they each contact Figure on page figuring out what specific efforts 27 23). The definition can vary based
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Sergio Caserta
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zione chehave rileva prestazioni e on the applications served. For years, and become an integral customer experience lungo Your Sights on FCR straightforward transactions, FCR part of a corporate culture that Set tutta la telefonata, consente presumes resolution with offers flexibility and work-life sup- As generally I work with contact centers across di su They opportufirstand person assisting the customer. portconcentrarsi for employees. shared all the sizes vertical markets, I hear a nità immediate dibest conteniIn moretheme complex environments, with us a few of their practices consistent focusing on serving mento delleonchiamate e del resolution may involve a transfer and insights how to ensure that customers in excellence. So why aren’t miglioramento dell’esperiento customers a subject-matter expert agents are set up to succeed in a more raving about their (SME). expeza di contatto, traccia trend e However defined, agents work-at-home environment. riences? And why do some centersand/or excel misura il gap tra i desiderata 03 22 SMEs must be equipped in service while others only talk the talk? e i risultati effettivi. While there are no simple answers, I can
One and Done: First-Contact Resolution
offer up one differentiator that separates
Making Work-at-Home Work
IN THE PIPELINE the “best” from the rest. Top centers take
p06 Demand for WFM Software Is Surging First Contact Resolution (FCR) seriously
their metrics and technologies p08 Analyze the Impact ofand Youralign QA Program
ing through a research paper in which FCR was around it to deliver a superior customer by the Seat of Your Pants p10 described as the “holy grail of call center satisfac- Management 101: Flying experience. Behavior Management and Normalized Data Evaluation p18 Have you ever picked the phone tion.” That may be going a shade too far (see the Five companies withuplongstanding work-at-home programs share It’s Not Just about Phone Calls Anymore to call a business, all the while think- sidebar on 12, Is FCR the Ultimate Metric?), but Become the Director of Customer Experience p26 While FCR started as first-call resolution, proven practices forthey’re success. ing, “I sure hope that unable anyone who has worked in the industry would be Customer Surveys: Survey Accuracy Vs. Survey Bias p28 it has evolved to reflect contact effectiveto handle my issue during this call,” quick to agree that high FCR is a key ingredient in ness in whatever channel (calls, emails, Center Trends: New Industry Research p30 and that “I’ll need to call them back at a well-runincrease center. rapidly across sectors. According toContact ContactBabel’s chat, mail, etc.) customers choose, and By Susan Hash The Impact of Job Dissatisfaction p32 least once to get this resolved”? Of course not. Any 2012 U.S. Contact Center Decision-Makers’ Guide, the per- whatever teams they contact (see Figure contact received from aoptimization customer comes withand abunFindingcentage Your FCR Opportunities of contact centers using home workers SPONSOR almost dou- SPOTLIGHT Today’s robust workforce solutions 1 on page 26). The definition can vary AtelUSA a set of expectations, and surely one of those is Where a metric like customer satisfaction is somebled from 2007 to 2011 (from 22% to 42%). dance of networking tools have conquered many of the barbased on the applications served. For p34 by AtelUSA thattothe issue will be about completely resolved the what vague termswith of improvement FCR Sponsored Weinspoke leaders from efforts, five organizations whose work- straightforward transactions, FCR generriers - and concerns - contact centerbywork-at-home Serve the Customer, Not the Channel time the contact ends. is quite the opposite. At a high thereover is no at-home programs havelevel, evolved many years, and have ally presumes resolution with the first perprograms. p36 Sponsored by USAN First-contact resolution (FCR) is our way of secret about how it needs to improve—determine become an integral part of a corporate culture that offers son assisting the customer. More companies are attracted by the value that a well“Spectrum of Customer measuring program this characteristic, and many in the flexibilthe reasons why inquiries are notsupport handledforatemployees. first Looking flexibility and work-life They Across shared theInFull thought-out offers in terms of schedule morebycomplex environments, Interactions” Sponsored Enghouse Interactiveresolution p44 industry count this as one of our most imporcontact, then address each one. The trick with with us a few of their best practices and insights on how to ity, employee satisfaction and retention, expanded talent may involve a transfer to a subject-matter 12 tant cost metrics. In fact, long ago, Ibenefits. was read- FCR is in figuring specific Fastest Route expert to a “Best-Managed ensure out thatwhat agents are setefforts up to succeed in Your a work-at-home pools, savings and not environmental (SME). However Center” defined, agents p46 Sponsored by CIAC Certification, ICMI 17 environment. In fact, the number of home-agent programs continues to and/or SMEs must be equipped 22 BY JAY MINNUCCI