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.

Avoid Call Center Schizophrenia from Pay for Performance – Part 1 of a 2-Part Blog Series

When reflecting on the life inside a call center, it’s easy to believe that we are patients that are often not medicated to control our delusions. Not only is it insanely intense, it is also a place of constant contradiction. We often have expectations of our employees and our call center agents to adhere to a specific model intended to produce a controlled response (a great service experience). In the same breath, we also expect that model to produce the opposite results (do it fast, right and cheap). Isn’t this setting your team up to feel schizophrenic? In the Pay for Performance model, call center agents are being paid based on metrics such as number of calls handled and number of minutes spent on those calls. This is the expectation set forth. At the end of the month, organizations are left scratching their heads as to why customer satisfaction scores are so low. This 2-Part series will dive into the schizophrenic world of Pay for Performance and introduce a model that works much better in the call center world.