How to Systematically Improve First Contact Resolution

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© 2007 Upstream Works SoftwareAll Rights Reserved

How to Systematically Improve First Call Resolution

By Upstream Works

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FCR Intro

» Definition» Simple – one and done

» Same call reason» Complex – meet customer’s requirements

» Scope» Single channel – phone» Multi channel

» Voice of the customer» Repeat calls; surveys» How they interact with you

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FCR Improvement Process» Improve satisfaction

»Meet customer’s expectations

» Reduce contact volumes

» Reduce churn/ increase revenues

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FCR Improvement

» Improving FCR is a quality improvement process

» Drowning in a sea of data

» How do I use it?

» Define what metrics are needed

» FCR?» Agent FCR?» Root cause identification?

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Defining Quality» What is quality?

»Accuracy?

»Timeliness?

»Goodness?

» Quality is defined as meeting requirements

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Call Center Requirements

» Requirements are agreed upon

»Not one s ided demands

»Explicitly s tated»Sometimes implied

» Identified in policies or procedures

»May not be implic itly agreed to

»Causes churn

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Call Center Requirements

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Call Center Requirements» Set by policies – good or bad

» Requirements come from:

»External customers

»Agents

»Management

»The rest of the business

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Traditional Call Center Approach

» Monitoring agent calls

» Review based on internally defined metrics

» Meeting call center metrics

» Schedule adherence; AHT; service levels

» Customer satisfaction studies

» Areas of Misalignment

» Customer satis faction is usually ‘target-less’» Agents not measured on what is important to customer

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Realignment

»Call Center IS the voice of the customer internally

»360x360 customer experience view

»360 across all channels»Multi channel interaction management

»360 across all participants»Customer experience management

»Agent performance management

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Contact Space

» Where your customer interact with your business

» Regardless of channel or delivery mechanism

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How Contact Space Helps

» Ties together the two views you need to improve

» Customer experience view – where are we going wrong?

» Agent performance view – how do we fix it?

» Includes call center and business performance

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Measurement

» Key ingredient to improvement

» Measurement types» Management metrics » Forensic metrics

» “Actionable” business intelligence» Cradle to grave contact details

» Including agent and customer information» ‘Experience’ detail» Collection and analysis of this information

» Lets you manage the customer experience

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Quality Process» Determine the Process

» Measure It

» Determine the Impact

» Change the Process

» Evaluate

» Repeat

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Quality Process» Measure it

» Determine the process

» Determine the impact

» Change the process

» Evaluate

» Repeat

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Measurement

» Start measuring

» But:

» You don’t know exactly what to measure!

» FCR is a rearview mirror

» Best practices – measure everything!

» Interaction management for all interactions

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Determine Business Process» Determine the process

»Why are they calling? Call reason

»How do you handle the calls?

»How successful are you?

» Determine what are the agreed upon requirements

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Determine Impact

» Impact on cost

» Impact on customer satisfaction

»Customers at r isk !

» Determine root cause

» Focus groups

»Evaluate measurement information

»Not “ready, fire, aim!”

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Process Change» Design

» Implement

» Evaluate

» Move on to next area

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3D Quality Improvement» Requirements – voice of the customer

» Process – why people contact you

» Root Cause – what’s wrong and how do I fix it?

» Based on customer interaction details captured from contact space

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Interaction Detail

» Requires specific call, agent and customer detail

» Per transaction

» Per call reason

» May require specific call recording information

» Find one-off occurrences

» Find patterns and trends

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Making Do» Customer satisfaction information

» Call reason tracking

» Identifying repeat calls

» Agent tracking of problem issues

»Customer complaints

»Requirements known not met

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Improvement Process

» Executive commitment

» There is ROI for this improvement

» Education and communication

» Common goals and language

» Measurement

» Systematic quality improvement process

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Summary» Ongoing initiative

» Improvement process

» Measure deviations from the process

» Correct the root causes of deviations

» Measure the contact space

» Lets you own and manage the customer experience

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Business Interaction Management

Track and save the entire interaction as it happens. It’s easier to use and understand later

Provide in-your-face interaction context that’s role tailored for personalized service

Pre-built best practices analytics

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Customer Insights

Customer Experience

Performance

Improvement

Performance

Management

Training and Staffing

Process Improvemen

t

All customer channels

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Business Interaction Pain Points

» Problem: No methodology or technology used provides a single comprehensive and auditable view of how customers interact with a business.

» Result: Averages are used to allocate funds to drive customer loyalty and reduce costs across the multiple interaction channels in use today.

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Upstream Solution

» Upstream Works’ Business Interaction Management, makes the collective of customer interactions visible, accountable and controllable

» Combines technology and a methodology to track individual customer interactions across the business

» Links outcomes to supporting interactions

» Puts the collected information into a powerful form

» Compliments existing applications and infrastructure

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Next In Series

» FCR and the Complex Customer Interaction

www.upstreamworks.comDownload the whitepaper from our website: Increasing Call

Center Effectiveness Through First Call Resolution

See the FCR Webinar Series – Coming Soon to Youtube!