First Call Resolution, or FCR, is another metric that is commonly measured in the contact center. FCR is a critical metric to measure because it can provide one of the clearest pictures as to how the contact center is actually performing. One of the primary functions of any contact center is to provide customer service; this can involve order taking, bill paying, or tech support, just to name a few.
CONTACT CENTER CRITERIA
Generally, some contact centers have rather complex criteria for establishing what First Call Resolution “looks like” in their contact center. For example, many contact centers consider that any call that is resolved within the first 24 hours falls into the category of First Call Resolution. Other criteria that can be used to define FCR are:
- Are only “Live” calls considered a contact?
- Does resolved mean the customer’s issue was solved to their satisfaction?
- Are post-call surveys considered part of the call?
- Naturally, there are many “customer specific” criteria that are used as well
FCR AT CENTRIS
Here at Centris, our most common definition of First Call Resolution is:
“The Customer’s issue is resolved during their First contact to our agent and the customer is completely satisfied regardless of the method they used to reach us.”
For us, First Call Resolution means that the customer’s issue is resolved, or solved, to their complete satisfaction the FIRST TIME they reach out to us. Our agents are willing to spend as much time as needed to resolve the customer’s issue; this will vary based on the nature of the call. For example, taking an order or bill paying will be a much shorter call than tech support. Our agents are trained to ask all of the right questions during their first contact with a customer. We believe training our agents is one of the primary tools we use that enables us to provide an outstanding level of customer service, which includes First Call Resolution.
When we acquire a new customer, we spend a considerable amount of time learning about their company, their product or service, and how they like things done. We literally become an extension of their business. Taking the time to train our agents and provide them with the tools they need has proven to be the best way to ensure that customers’ issues are resolved the first time they make contact with us.
For each type of contact, there is an established protocol that our agents follow in order to ensure that they are doing everything needed to handle the customer’s issue.
A customer contact can come in a variety of forms:
- Phone call
- Live chat
- Social media
Each of these touchpoints is considered to be a “first call” and at Centris, we strive to solve the issue during the first contact regardless of how that contact was made. Before we conclude the conversation, live chat, or e-mail communication, we ask the following questions:
- Have I answered all of your questions today?
- Is there anything else I can help you with before we hang up?
- Have I fully resolved your issue?
- Is this the first time you have contacted us regarding this issue?
The last question on this list is important. By asking this question, we can determine if the problem they are having is a recurring one. If the customer answers Yes, we take note of that. If they answer No, we take note of that as well and then take the necessary steps to ensure they will not need to call about this issue again.
To us here at Centris, First Call Resolution means just that; the customer’s issue is resolved the FIRST TIME they call. It is a metric that we take seriously and we train our agents to strive for this in every customer contact, because to us, First Call Resolution is the essence of customer service.
Contact us to learn more about how our FCR can improve your customer’s experience with your business.
