In every call center, there are managers and quality assurance specialists that checks the work of the agents. They check every call — its time, quality and even follow-up calls. There are many metrics that managers use to evaluate the calls that every agent makes.
What is First Call Resolution (FCR)?
One of the things that managers assess is First Call Resolution. It is part of CRM or Customer Relationship Management where call center agents answer the customers’ queries in their very first call. It is vital for call center agents to answer the customer’s questions in their first call. Having follow-up calls mean the customer service is not good. It is also a waste of time.
There are different ways to know if an agent satisfactorily answered the questions of the customer. One way is to ask the customer directly. Questions like “Is there anything else I can help you with?” and “Have I fully resolved your issue?” usually works, according to Talkdesk. Other ways are to send a follow-up email or call them again and let them answer a survey.
Moreover, there are different ways on how to measure first call resolution. It usually depends on how you specifically define it. One of the most standard ways of calculating FCR is by dividing the total number of calls resolved on the first try with the total number of call in a day. Another way is to divide the total number of calls resolved correctly on the first try with the total number of every first call.
But not only should those be kept in mind when calculating FCR. Length of call, hold times and the overall customer service should also be measured. However, those constitute different call center metrics.
Importance of Customer Experience
Before, it was the quality of the product or how it was marketed towards the consumers that are important. These days, customer experience or CX is much more important. According to Econsultancy, they conducted a survey with a question “what is the single most exciting opportunity for 2017?” most companies answered customer experience. It garnered 22 percent beating content marketing (15%) and mobile (13%).
But what exactly is customer experience?
It is the way customers look at how companies treat them. And how they see it, it affects their behavior towards a company. It also affects their loyalty toward the brand or company. Building devotion between the customer and the company is important. It enhances the customer experience and will ultimately enhance the brand of the company.
A study conducted by Walker revealed that by the year 2020, customer experience will be huge that it will be more important than product quality and price. Personalized experiences for the customers are very important. It drives them to be more loyal to a brand.
How Can First Call Resolution Give A Satisfying Customer Service?
Customers like it when their problems are resolved fast. According to Bain & Co., “A customer is four times more likely to buy from a competitor if the problem is service-related, versus price or product-related.”
Having to solve their problems in their first call or inquiry will leave them a good impression. It will also make them feel that they are important to the company. According to Salesforce’s “2016 State of the Connected Customer Report” and the “2016 Connected Shoppers Report,” 75 percent of customers said it is significant to have a salesperson or a call center agent attend to their needs. It makes their buying experience easier.
Moreover, 89 percent of customers do not like it when they have to repeat their problems and queries to every call center agent they talk to. Great FCR means customers are satisfied with the service the agents are giving them.
If you want your company to have a high FCR rate, you should contact us!
