FCR

/FCR

First contact resolution, first call resolution, FCR, there are many names for it in your call center or contact center. In any instance, you must measure it and manage it. From the customer’s perspective takes the highest priority.

Stop the Freaking Customer Feedback

I am a dreamer and an optimistic person, but I am not blind to reality. I believe in the human spirit and that we can overcome obstacles. I have always been a defender of the weak and a fan of underdogs. I want to help people find greater success. I specifically want to help those [...]

How to thrive in contact center performance

In the webinar Thriving in Contact Center Performance: Your Quality Recipe for Awesomeness you will go through Dee’s Journey from not so awesome contact center performance to awesome contact center performance. Don't be fooled, her journey was not fast or easily laid out. It was difficult and took time. For her, too long. What you will [...]

Inside Customer Effort Score: Analytics Expert Case Study

This on-demand webinar Inside Customer Effort Score: Analytics Expert Case Study reveals the analytics of the Customer Effort Score in a contact center. This case study provides wisdom about driving change that you don't want to miss. Surveys, speech analytics, and more are discussed as you are taken through the process of developing new strategies [...]

Stop trying to delight your customers in contact centers

Stop Trying to Delight Your Customers in Contact Centers Briefing In this video I reveal Case Study insights and how customer effort can be impacted through advanced voice of the customer methods. Customer effort score and first call resolution while being related can not be mistaken as synonymous. In order to determine which metric works [...]

Improving First Call Resolution in your Contact Center

This case study has been updated and included with an additional case study in the Maximum Agent Performance Report: The Astonishing Truth for Contact Center Leaders.    Improving First Call Resolution is easier when you avoid the mistakes found in this case study... This white paper is based on a six-month case study of two [...]

3 Things Enable Agents to Increase FCR

Everyone knows that repeat callers are expensive, even really expensive. That’s why most companies track First Call Resolution (FCR) as a metric on their agents’ scorecards. Hold them responsible for FCR and the percentage will improve, right? Maybe not. Your plan may be undermined by your company and its internally created road blocks that make [...]

Why FCR is more powerful than a genie in a bottle

A contact center manager was walking along a beach and found an old lamp. She picked it up and rubbed it and out popped a genie. The genie said, "Okay, you released me from the lamp, blah blah blah. This is the fourth time this month and I'm getting sick of these wishes so instead [...]

Contact Center Budget Wars: New Armor to Defend Against Cuts

Life in this decade is full of more contentious situations than life in the previous decade. Remember the days when you peacefully focused on spending your contact center budget so you could eagerly request for more in the coming year? It was great, budgets were ever-expanding and the resources to meet the demands were not [...]

By | October 16th, 2014|Call Center Operations, Customer Experience, FCR|0 Comments

Delivering that Chick-fil-A Contact Center Experience

As a customer experience consultant, I look at every consumer experience as a learning experience. Last week, I conducted a “quality review” at Chick fil-A® to better interpret the contact center experience. I purposefully arrived during the lunch time rush and joined the line to order just outside the door. It was just like being in queue for a contact center agent. But I never mind waiting at Chick fil-A® because I get to watch, instead of hearing IVR messaging. It’s so interesting to watch the team behind the counter when they have a queue. […]

Contact center knowledge base – friend or foe?

“Does your quality department have the authority to make changes to your knowledge base platform?” is one of the questions asked in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. Our intent in asking this question is not to assess the quality of your contact center knowledge tool, but instead to determine if it’s [...]

By | May 22nd, 2014|Call Center Quality, FCR, Quality Assurance|0 Comments

Why FCR is not a contact center metric anymore

“Do other parts of your business take responsibility for FCR performance?” is a question that was included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. The ebook and self-assessment includes a series of diagnostic questions to uncover long-term problems of Quality Assurance in contact centers. It’s likely that you have seen benchmarking information on FCR, but beware – it’s easy to focus on common practices that position FCR as just a contact center metric. With FCR, it’s difficult to benchmark considering that this contact center metric is not calculated in a comparative format. Benchmarking activities has resulted in a narrow Quality Assurance definition that, for most, has not developed past the middle/average service experience. This ebook was developed to help you be much more than average and position FCR as more than a contact center metric. […]

By | February 20th, 2014|FCR, Quality Assurance|0 Comments

Will automating the transfer to post-call IVR surveys prevent agents from cheating?

“Do you agree automating the process for callers to participate in post-call IVR surveys will prevent agents from cheating?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions for you to uncover problems in your program that I have come across since inventing post-call IVR surveying in contact centers 20 years ago. Many of the misunderstandings have become false truths, and this question is part of a topic that is widely misunderstood.    Why is this a problem? Automated is not the same as fool-proof. Dictionary.com defines automated: to apply the principles of automation to a mechanical process, industry, office, etc. Nowhere in that definition does it state that doing so will create a perfect, fool-proof process. In this case, automated means customers answering ‘yes’ they would like to participate in a survey when prompted by the IVR at the start of the call will then be transferred to complete the survey once the agent disconnects. Sounds fool-proof and simple enough, right? Not so much. […]

By | May 2nd, 2013|FCR, IVR Post-call Surveys|0 Comments

Real-time IVR Post-call Survey Alerts are a MUST

Real-time post call IVR survey alerts are a must, because where within your customer experience engineering plans do you meet head-on the failed service experiences?  Is it only after multiple complaints? Is it only after your company president shows up in the contact center? Is it after you are on the 5:00 news?  Do you ignore [...]

All you have to do is listen to your customers

Voice of the Customer; a catch phrase commonly uttered in offices around the globe. But what does it mean exactly? Where does it come from? How does a business decipher constructive (and valuable) feedback from noise?  It is not uncommon to hear a manager say that you need to listen to the voice of the [...]

Your quick start to the customer experience gold mine

Mining and analyzing customer comments to understand sentiment is no longer a wish. It’s a must. Based on years of experience, I suspect many of you are like the business partners I work with: you understand the value of the activity, would love to be able to get your hands on the insight, but don’t [...]

Is UPS or FedEx damaging FCR in your Call Center?

I primarily shop online and therefore get many packages delivered.  My UPS deliveryman never makes eye-contact, never says hello; he just tosses me the package and has me sign.  Conversely, whenever I get a package from FedEx, this cheery fellow smiles while he asks me how I’m doing, and tells me to have a nice day; once we even had a laugh about my crazy dog that started licking him uncontrollably.  While in both cases I received my packages, my customer service experience is drastically different. So let me ask you, based on my delivery customer experience, would you shop more at online retailers that use UPS or FedEx?  Would you be more lenient when a package does not arrive as expected with UPS or FedEx? Would you wait longer to call the retailer’s call center to track the package when you know it’s UPS versus FedEx? We talk often about the importance of positive service over the phone in the contact center, but quality face-to-face interactions can affect the calls you are receiving in your call center and your first contact resolution rates (FCR); even if your service providers/vendors are involved in the service experience. […]

Hey, here’s how you use my survey feedback to prevent social media warfare

Are you willing to take responsibility for creating this much noise for your organization?  Assuming you responded ‘No’ from the previous blog post, below are a few steps you can begin taking today to minimize your social media threat.  And, since Mom always told us kids that we need to focus on the bright side, [...]

By | February 11th, 2011|Customer Experience, FCR, Social Media|1 Comment

3 Call center mistakes that could kill your business

There are actually a lot more than three call center metrics that can kill your business. I often get opportunities to help clients identify problems they were innocently unaware of that lead to solving problems they were aware of. Working with metrics often results in situation like this. It is fun to help clients identify problems they didn’t even know [...]

By | January 18th, 2011|Analytics, Business Intelligence, FCR|3 Comments

Rev Up Your FCR Rate

This guest blog post is written by Greg Levin, He has been researching, reporting on and satirizing contact centers and customer care since 1994. First-contact resolution has been a hot call center metric for years now. There are white papers and articles galore on the topic, and entire conferences and online forums dedicated to it. [...]

Don’t assume with FCR, ask

Customers need to be the ones determining First Call Resolution. It should not be left up the organization's perception of the call being resolved the first time.

By | September 30th, 2010|FCR, For External Relationships, IVR Post-call Surveys|0 Comments