How to Improve First Call Resolution
Research from The Ascent Group shows that 60% of companies that measure FCR for 1+ year report a 1 to 30% improvement in their performance. And that doesn’t even touch on improvements to the customer experience.
The key to improving the first call resolution is vigilance. You must evaluate current FCR, develop achievable goals, and then put a plan into place. After your plan is in place, it’s important to be attentive, measure performance, and track your metrics.
Set Program Goals: Your steering committee should define FCR goals and desired outcomes.
Train your Agents: After setting goals, agent training is the most important step in achieving improved FCR.
Track Performance: Continuously!
Measure on Multiple Channels: A high FCR on phone calls, but a low FCR on chats does not a good overall FCR make. Make sure you’re measuring across all contact channels.
Develop Incentive Programs: Agent incentive plans encourage agents to work harder to resolve issues the first time.
Set Realistic Customer Expectations: Updated wait times, backlog reports, monitored turnaround – this helps set realistic customer expectations. So they’re not expecting resolution in a day, when the standard is, say, a week.