{"id":251753,"date":"2020-09-09T00:00:00","date_gmt":"2020-09-09T04:00:00","guid":{"rendered":"https:\/\/www.servicexrg.com\/blog\/optimizing-fcr\/"},"modified":"2022-06-14T16:35:09","modified_gmt":"2022-06-14T20:35:09","slug":"optimizing-fcr","status":"publish","type":"post","link":"https:\/\/www.servicexrg.com\/blog\/optimizing-fcr\/","title":{"rendered":"Optimizing First Contact Resolution (FCR)"},"content":{"rendered":"<div class=\"et_pb_row_inner et_pb_row_inner_0\">\n<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_inner et_pb_column_inner_0 et-last-child\">\n<div class=\"et_pb_module et_pb_text et_pb_text_0 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<p class=\"p-lead\">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.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"et_pb_row_inner et_pb_row_inner_1\">\n<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_inner et_pb_column_inner_1 et-last-child\">\n<div class=\"et_pb_module et_pb_text et_pb_text_1 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<h2>Optimizing FCR<\/h2>\n<p>There is a point when a contact center has achieved its highest attainable level of resolving cases at first contact.\u00a0 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:<\/p>\n<h4>Step 1: Optimization Opportunity<\/h4>\n<p>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.<\/p>\n<h4>Step 2: Root Cause Analysis<\/h4>\n<p>Determine what factors may inhibit FCR performance.\u00a0 Attempt to establish the extent to which specific factors contribute to the reduction in FCR.\u00a0 For example:<\/p>\n<h3><em>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.<\/em><\/h3>\n<h4>Step 3: Cost \u2013 Benefit Analysis<\/h4>\n<p>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.\u00a0 While there may be an FCR performance gap, the benefits to close this gap may not be worth the cost to close it.\u00a0 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.<\/p>\n<h4>Step 4: Action Plan and Execution<\/h4>\n<p>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.\u00a0 Continue to track FCR performance to assure that optimization efforts are working.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>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 &hellip;<\/p>\n","protected":false},"author":4,"featured_media":251754,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[27,46],"tags":[89,79,37,129,91,121,33,81,123,124],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251753"}],"collection":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/comments?post=251753"}],"version-history":[{"count":5,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251753\/revisions"}],"predecessor-version":[{"id":252975,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251753\/revisions\/252975"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/251754"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=251753"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=251753"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=251753"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}