Why first contact resolution matters to call centers
The implications of high first call resolution rates are considerations that every call center must not take for granted.
First contact resolution (FCR) is a performance indicator used in call centers to measure the number of cases resolved on the first phone conversation between a customer and an agent. It emphasizes the need for agents to do their best in providing solution to problems raised by customers without asking them to call back or wait for a certain period of time.
The success of call centers in having higher FCR rates reflects the quality of customer service being delivered. Hence, it is important for managers to include this criterion when discussing strategies in improving agent efficiency.
Customer satisfaction
The ability of call center agents to resolve issues efficiently can have a great impact on customer satisfaction. Solving issues promptly means that customers don’t have to experience prolonged periods of inconvenience. Hence, for every problem solved at the first call, a call center gains a stronger reputation in keeping its customers satisfied with its services.
Call centers that realize the serious influence of FCR to customer satisfaction gain leverage on keeping their customer loyal to their brands. This knowledge can translate into actions that will guarantee stability in terms of following and revenues.
Costs
Unnecessary repeat calls can be costly for a call center. The biggest financial risk imposed by poor FCR performance is the danger of losing customers because of displeasure. The time spent both by the customer and the agents involved in resolving a particular issue is another important resource that should be optimized. Only through effective FCR strategies can this be done.
The inability to resolve an issue with a single touch point can mean that more staffing is necessitated to handle cases. When cases are escalated to different departments on a regular basis, the prolonged process can mean that more resources are needed just to solve one case. Improving FCR performance can therefore save a call center from incurring added operational costs.
Agent efficiency
FCR is also a good evaluative pointer in assessing workforce efficiency. This allows managers to identify weaknesses and strengths of their agents. Because FCR can say a lot about the expertise of agents in handling cases, this can be used to guide call center leaders in coaching and training agents.
Moreover, a call center with an efficient pool of agents can use the topnotch performance in gaining the trust of prospective outsourcing clients. Having a good FCR rate means that a call center has excellent quality assurance methods. Managers can then highlight this feat set their call center apart from other competing outsourcing providers.
The implications of high FCR rates are considerations that every call center must not take for granted. Not only does prompt resolution influence customer satisfaction and loyalty, it also defines a call center’s longevity in the industry.
