First Call Resolution (FCR): A Multidimensional Key Performance Indicator

First Call Resolution (FCR):
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In order to improve customer experience companies rely on a crucial performance metric, the first contact resolution rate (FCR). Measuring this index helps you to identify the percentage of requests that have been handled without the need for a new contact with the client. Originally limited to telephony channel, this metric has become a pillar to all communication channels.

FCR is at the heart of omnichannel

Brands must maintain the variety of their communication channels in order to stay connected to their clients. Email, Chat, Messaging, Social Media... the ways to contact customer service are becoming increasingly numerous, necessitating the use of a CRM solution that is completely synced with all multi-channel interactions recorded with a client.

Even though contact center solutions have expanded the number of methods available for contacting customer support, on the other hand clients' expectations have not altered. The importance of speed and efficiency in maintaining a successful and approved customer connection cannot be overstated. As a result, the idea of first contact resolution has become a critical vector for defining the quality of treatment provided to a request. By default, it is usual to consider a client's issue to be well handled if the consumer has not renewed his request.

It is critical to rely on the customer's viewpoint to confirm that their request has been addressed in order to effectively measure this index. To eliminate any subjectivity in the interpretation of contact center agents at the end of an exchange, it is relevant to use an interlocking question such as "Have I answered the object of your request?" By ensuring that the initial request has been addressed, the advisor will give the caller the opportunity to ask a follow-up question.

Repetition is a big trap

Customers frequently complain about the excessive length of time spent on a call or the sensation of not being heard or understood. Finally, there is the dread of having to repeat a request and being placed in contact with a new agent. This unfavorable comment should not be taken lightly, because fear causes a client to switch to a rival rather than make yet another attempt. To address this, agents, even if they must adhere to relatively short average handling time (AHT), should not be afraid to extend a contact in order to defuse an issue.

Solving a client's problem is critical to establishing customer loyalty. It is also a deciding factor in obtaining his favorable comments during the satisfaction survey. First contact resolution saves time for both a brand and its customers by eliminating repetition.

Less effort for the consumer equals less expense for the firm. It is preferable to address a problem in a single extended interaction rather than numerous brief ones. To increase the first contact resolution rate, it will also be necessary to investigate the probable factors that caused the client to rephrase his request. Active listening combined with customization will provide a reassuring framework in which the client may communicate openly with the adviser.

Optimize the processing of requests upstream with self-care

Innovation will continue to be a key ally in shaping the customer relationship of the future. Poor communication between the agent and the client is implicated in the majority of unsatisfactory customer experience. This is frequently due to a lack of context from previous conversations. It might be difficult to determine if a client has already contacted the firm through another channel in the age of omnichannel. This penalizes the agent since the interlocutor will have to repeat himself.

Nowadays, most Chatbots allow you to assume the role of a moderator. They have become the agent's right hand. When combined with the CRM, this intelligent tool will be able to synthesize all previous interactions across all channels. We're talking about a 360° client vision, which allows the adviser to anticipate questions before they arise.

Still, in order to improve the first contact resolution rate, the Chatbot will assist agents by immediately proposing the most relevant replies. This type of technology, when incorporated into an omnichannel solution, will enhance the consistency and uniformity of the answers provided across all channels by building a single knowledge base. In addition to responding to level 1 requests, the Chatbot will be able to directly deliver satisfaction to the client. The FCR is an essential performance indicator for any company wishing to measure its processing quality. Respect for processes, flexibility, active listening, to improve this metric it is necessary to closely monitor agent's progress.

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