First Contact Resolution and the Call Center

First Contact Resolution, the ability to identify, solve and close the customer’s issue(s) during the first customer/enterprise contact,  may be the foremost KPI in evaluating a contact center/customer care organization’s overall operating performance from a business perspective.

Despite the knowledge that a high level of FCR in the contact center correlates closely with general levels of customer satisfaction and loyalty, low levels of FCR in customer care settings remain a significant industry problem. Customer Interaction Group estimates that 35-40 percent of calls coming into the typical center are unnecessary repeat customer interactions. A major challenge to companies wishing to improve their FCR is defining it explicitly and capturing the data required to measure FCR effectively.

The implementation of a successful FCR improvement program requires strict adherence to a set of practices which incorporates the proper collection and use of information, employee incentives, education, monitoring and training, coupled with the organizational foresight to track results and change procedures when necessary. These are often complex tasks requiring a high level of expertise, analytical capability, and management skill. However, experience tells us that the results achieved by successfully designed and implemented FCR improvement programs are worthy of pursuit.

Enterprises serious about prioritizing and impacting FCR should look beyond measurement methods that rely on small samplings of data and investigate current analytics-based performance management software solutions that reach beyond the traditional boundaries of the contact center.

Ken Landoline, Principal Analyst, Current Analysis, along with Oscar Alban of Verint, will discuss these issues in a webcast, First Contact Resolution—The Right Solution at the Right Time.  All attendees will recieve a complimentary copy of Ken Landoline’s compelling paper First Contact Resolution—The Right Solution at the Right Time.

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