In a previous post, we’ve discussed what a First Call Resolution is, and how to properly measure them. Getting to the heart of what really creates a customer service environment that consistently produces FCR results means knowing, and acting upon, more than just the definition. Here are the top five secrets to achieving First Call Resolutions.
1. Study up. Knowing the ins and outs of the FCR metric will help you and your team to meet that goal more and more frequently. For instance, FCR is the one metric out there which is measurable only with customer input. That’s part of what makes the metric so imperative, and so difficult to pin down. Getting the info you need means speaking with the customers or soliciting feedback with post-call surveys, and subsequently turning that feedback into actionable data for the team.
2. Try not to transfer. Giving your team the empowerment they need to resolve issues is a huge part of improving your efficiency with FCR rates. If agents feel unprepared or ill-equipped to fix whatever the customer is concerned about, he or she will be very inclined to pass the call off to another agent, who may even feel the same way. This can, but doesn’t always mean, cross-training your team. While the FCR can still be counted if the issue is resolved after transferring, the chances that a customer will have to hang up and try again later grow and grow the longer the call goes on. Transferring a call immediately gives that call a higher level of complication, even if it’s a simple click for the agent. It means extra work for the customer, which can have a lot of negative effects on their experience on top of decreasing the possibility of an FCR.
3. Make the most of your surveys. As stated, customer feedback surveys are the heart and soul of measuring the FCR metric. This means that having the most effective surveys and creating an inviting environment for customers to interact with your company will have a great impact on the information you can glean from them. Keep an open mind when it comes to receiving feedback. You could get the info you need from post-call surveys, call back surveys, e-mail follow ups, post-chat questionnaires, live-scripting during phone calls, social media platforms like Facebook and Twitter, or pretty much anything else you could think of on which a customer might voice their experience and confirm an FCR.
The FCR is the big fish of the customer support metrics. Everybody’s goal is catching and profiting off of its success. With a little bit of know-how and a lot of commitment, this goal can be made a reality for you and your team!