The Importance of First Call Resolution

Presented by Liz AmaralSr. Director of Product Marketing, Enkata

Why Measure First Call Resolution?

• Save $$: Eliminating repeat calls also reduces contact center expenses (over 30% of incoming calls are repeats!)

• Increase Satisfaction: FCR is highly correlated with customer loyalty and satisfaction

• Align with Corporate Objectives: Shift from agent efficiency to customer-centricity

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4Defining First Call Resolution is Simple

The customer’s inquiry or problem is resolved in one call

* How do you determine whether a call is a repeat?

FCR Rate = First Calls Without Repeats* All First Calls

Measuring FCR is Difficult

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Essential Criteria for FCR Measurement Same Customer

Name Account number

Same Reason for the Interaction Billing Issue PIN Reset Complaint

Precise Window of Time

Hour Day

Across Agents & Channels Agent who handled the call

(including transfers) Self-service vs. agent-handled

Many Methods for Measuring FCR:Only Analytics are Accurate and Actionable

Only FCR Analytics:

• Covers all calls or contacts with a high degree of accuracy

• Provides actionable, trusted data based on individual agent performance

• Captures the full sequence of customer interactions, including transfers

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Measuring is not Enough: Impact FCR Through Continuous Improvement at Two Levels

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2 - Identify• Analyst identifies

opportunities for process or

policy improvements

2 - Identify• Analyst identifies

opportunities for process or

policy improvements

3 - Improve• Organization

rolls out updated

policies or procedures

3 - Improve• Organization

rolls out updated

policies or procedures

1 - Monitor• Executives

monitor performance of

sites

1 - Monitor• Executives

monitor performance of

sites

Micro Level – Performance Management

Macro Level –Actionable Analytics

Case Study: Analytics-Powered Performance Management Eliminated Repeat Calls

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How Chase Eliminated Repeat Calls

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Step 1: Executives committed to improving FCR

Step 2: Consolidated data and implemented FCR analytics

Step 3: Established baseline FCR at pilot sites

Step 4: Introduced Performance Management system & modified incentives at pilot sites

Step 5: Supervisors monitored agents and provided targeted coaching & training based on individual call mix

Step 6: Agents improved skills/knowledge, increased individual FCR metrics vs. baseline (and peers at other sites)

Step 7: Identified and adjusted marketing processes causing repeats

What to Consider for Your FCR Program

• How do you measure FCR?– Across 100% of calls (or all channels)– Same customer, same problem, specified time frame– Agent accountability

• How do you improve FCR?– Compare agents to peers at most granular level (call mix)– Deliver targeted coaching based on specific calls causing repeats– Incent agents on reducing repeats (balanced with efficiency metrics)– Identify and fix process/policy issues causing repeat calls– Implement an automated system for continuous improvement vs.

one time fix

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