We live in a time of constant change and uncertainty, where it is difficult to predict what will happen tomorrow. To this we must add an increasingly complex landscape, where differentiating between companies is increasingly difficult.
With this situation, we stop to ask ourselves: What do Apple and Spotify have in common? What determines the success or failure of a company? And we soon realized that the answer is simple: excellent customer service. Customers want to be part of companies that take them into account, where they feel valued and listened to.
We will briefly define the concept of customer service as the way in which We companies relate to our customers, we engage in conversations in order to be concerned about any needs and concerns they may have. This includes resolving your queries and meeting your expectations with a positive attitude.
In this article, we'll focus on one of the key metrics, First Contact Resolution (CFR), to measure and develop a management system that helps us achieve excellent customer service.
What is the FCR or First Contact Resolution?
It is a relevant metric that measures a company's ability to resolve in a first interaction the calls, emails, and inquiries on social networks of your customers. It is important to note that this indicator has a high correlation with the levels of customer satisfaction that we can find in surveys of NPS.
Normally, this indicator is located inside the channel Call Center and is known as first contact resolution in call center and measures the effectiveness of teams in resolving requests without the customer having to call again. In many companies, this indicator is included in the variable percentage of the representative, together with the NPS or the satisfaction.
How is FCR Calculated?
This metric is a percentage measure of the volume of queries resolved in the first contact out of the total number of contacts.
We should not confuse the formula for internal call resolution with the first one: total number of customers that were resolved in the first call/total number of calls received from customers. Or the external resolution formula: percentage of the total number of customers who respond to the survey that were resolved on the first call among the total number of customers who answered the survey.
How to Improve FCR?
To establish an improvement system, we must Work on 3 key points:
1. Measure, evaluate and compare the FCR percentage, this will allow us to know the level of effectiveness of the equipment. It uses internal measurement methods, such as information by agents, quality monitoring... And external methods, sending surveys once the interaction has ended. As well as, determine a resolution objective and compare the result with the industry standard.
2. Identify and analyze the reasons for the repetition of the queries: knowing only one indicator will not allow us to take action, we need to know the reasons why the contacts are repeated. To this end, a good practice is to identify customers who failed to solve their query or problem in the first contact and to ask what happened. Once this procedure begins, we must develop categories of reasons and then take action. For example, if one of the reasons why we are not having the expected result is the knowledge of the staff, we must invest in training.
3. Get into action! It's no use measuring and measuring, if we only stick to a piece of data and don't develop action plans. The action plan must be developed and endorsed by senior management, as well as include the different actions that must be taken for each case. For example: establishing customer voice management models, providing tools to manage critical cases, empowering agents to improve the customer experience.
As we can see, FCR is a key indicator that allows us to measure the efficiency of front office teams at a time when excellence in customer service is essential to differentiate and retain customers, who are willing to pay more or go to the competition in order to receive outstanding treatment. There are different tools that can help us measure and manage the experience of our customers in different channels, providing a 360º view:
Qualtrics - Medallia: platform designed to optimize research on customer experiences, employees, products and brands of its customers in the company's different channels. As well as managing the close the loop by managing tickets and alerts or integrating with other tools that already exist within the company.
Winsight: it is Izo's own solution, which can be implemented in the operations of Contact Center, to support quality projects and service auditing in channels (monitoring and surveys) with a focus on Customer Experience. Through the implementation of Winsight, it is possible to determine in a short time the main causes of non-solution in the first contact (No FCR) in order to make an immediate intervention at those points that are generating friction and unjustified high efforts for the client.
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