There is a point when a contact center has achieved its highest attainable level of resolving cases at first contact. The attainment of this level of FCR does not imply that the contact center has reached some specified FCR rate, only that it has reach a point where it is no longer economical to invest any more time or effort into mitigating inhibitors to increase the FCR rate. This article introduces a method for determining your optimal FCR performance levels.
Optimal FCR rates are reached at the point where it no longer makes sense to attempt to mitigate factors that inhibit resolving cases at first contact.
There is a point when a contact center has achieved its highest attainable level of resolving cases at first contact. The attainment of this level of FCR does not imply that the contact center has reached some specified FCR rate, only that it has reach a point where it is no longer economical to invest any more time or effort into mitigating inhibitors to increase the FCR rate. Consider the following steps for optimizing FCR performance:
Step 1: Optimization Opportunity
The first step in FCR optimization is to verify if an opportunity exists. The opportunity to optimize FCR comes from the ability to mitigate the factors that inhibit FCR performance. If the you determine through a thorough FCR analysis that nothing more can be done to resolve cases at first contact, then the optimal FCR performance level has been reached.
Step 2: Root Cause Analysis
Determine what factors may inhibit FCR performance. Attempt to establish the extent to which specific factors contribute to the reduction in FCR. For example:
20% of cases escalated by team x could be closed on first contact if they had additional training about how to configure our products for virtual environments.
Step 3: Cost – Benefit Analysis
When there is room to improve FCR performance and the root cause(s) are understood it is essential to determine if FCR optimization is cost effective. While there may be an FCR performance gap, the benefits to close this gap may not be worth the cost to close it. In the example provided above the cost to develop and deliver the additional training module must be less than the expected benefits from resolving an additional 20% of cases at first contact. Resolving an additional 20% of cases at first contact is significant for 1,000 cases per month, but for lower cases volumes (e.g. 100 cases / month) the benefits may not outweigh the costs.
Step 4: Action Plan and Execution
Develop an action plan complete with the FCR inhibitor(s) you are targeting, the steps to mitigate inhibitors, the expected impact on FCR performance and the cost-benefit justification. Continue to track FCR performance to assure that optimization efforts are working.
Want to learn more? Download the First Contact Resolution Playbook.
Support performance measurement is challenging. Contact me to learn how ServiceXRG can help you gain better insights into Support performance through the use of enhanced metrics, benchmarking and better support performance reporting.
- Are you measuring the right support metrics?
- Do you have access to necessary inputs and insights?
- How well is your Support organization performing?
- Can you generate the reports you need?
Contact us now to learn how we can help you gain greater insights and optimize Support performance.
Chat with us (see link on right side of screen), send an e-mail to firstname.lastname@example.org, or use our contact form.
The First Contact Resolution playbook provides a step-by-step guide for defining and implementing a First Contact Resolution (FCR) metric. The playbook defines a consistent and effective process to measure how efficiently each customer question gets to the person that has the skills, knowledge and tools to provide the right answer the first time the customer engages with Support. The playbook offers practical guidance about how to measure and optimize FCR performance to improve customer satisfaction, NPS and increase overall support efficiency and effectiveness.
Login to Access the Full Report
If you don’t have an account, create a free* membership.
*Membership level determines your access to ServiceXRG research and other member services. Paid memberships include access to research and playbooks. Free memberships include access to some reports and discounts to others. Please visit our membership page for a list of available membership programs.
Social media has captured the attention of businesses of every kind, as well as individual lines of business. Where else can a company quickly locate current and prospective customers expressing their needs, interests, and opinions? It’s no longer a matter of preference whether you leverage social media. It’s time to embrace it, even if it is just to monitor what your customers are saying. But where to start?
Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product or brand being supported through the efficient and effective delivery of support. Consider the following 10 practices in your pursuit of technical support excellence.
How efficient and effective is your support organization? Do you measure how efficiently staff are handling core support activities? Do you meet or exceed industry performance benchmarks? The process of delivering support is labor intensive and costly. It is imperative that you establish and measure support productivity. Learn How.
First Contact Resolution (FCR) measures the percent of assisted support cases that are resolved as a result of the initial interaction with a qualified support representative. Resolving cases at first contact will positively impact customer satisfaction and Net Promoter Scores. More importantly a well-defined method for measuring FCR assures that the insights gained from FCR performance will point to meaningful corrective actions to improve support efficiency and effectiveness.
This article introduces The TOP 10 PRACTICES FOR MEASURING FIRST CONTACT RESOLUTION.
Developing a social media strategy for Support does not mean that the organization will have to commit significant resources. Social media strategies can begin with a very passive approach, such as monitoring communities and learning from customer discussions. The key is to develop a strategy that makes sense based on well-defined business goals and realistic resource constraints. It’s better to start small than not start at all.