Ask for a Live Demo

7 great strategies to improve First Call Resolution

7 great strategies to improve First Call Resolution

[fa icon="calendar"] Apr 2, 2013 8:01:23 AM / by Briana Songer

Briana Songer

Customers that repeatedly need to call in can cost a business big bucks and customer satisfaction. First call resolution (FCR) is a common issue that many companies struggle with. When you improve FCR you not only cut costs from repeated calls, but you create a positive impact on the ability to retain customers. Given these benefits, take a look at the 5 best practices to help improve your FCR.

Customers that repeatedly need to call in can cost a business big bucks and customer satisfaction. First call resolution (FCR) is a common issue that many companies struggle with. When you improve FCR you not only cut costs from repeated calls, but you create a positive impact on the ability to retain customers. Given these benefits, take a look at the 5 best practices to help improve your FCR.

1. Info at their fingertips

It's frustrating both for agents and clients when they aren't able to access information due to dozens of tricky and cumbersome applications and tools. Align them so agents aren't continually skipping through screens in their search for information. Create a database that contains details about products, solutions and steps with anything that can help solve a problem and speed up Agent handling time.

2. Empowerment

A concept relatively new to the call center world, this is one of the most important things you can do for your agents. Without it, agents quickly become frustrated, demotivated and lose morale. Give the agent the information they need and give them the power to make their own decisions when supporting a customer. This means encouragement, acknowledgement, training, coaching, awards and other ways to ensure their success.

3. Escalation calls

This is normally a last resort for a caller to get their issue resolved so learning to effectively handle escalated calls is a great opportunity for agents to show they want to resolve a problem. It also shows the customer that the business does in fact, want to help. With this in mind, its critical that agents have a huge amount of support in training, management, and a sufficient amount of staff present.

4. Coaching and Training

Many times, callers must repeatedly call back or be transferred because agents lack the necessary knowledge to help with an issue. Training will take them only so far, so take the time to properly coach them. Make sure the agents are asking the right questions, even at the end of a call: ''Is there anything else I can help with?''

5. Right Employees

Many times it takes the right person working in customer service. They must have the ability to handle emotional customers, product knowledge and fully understand the protocols.

6. IVR's

Ensure that your IVR tree is well designed and get callers quickly where they need to go. Customers who continually get dumped into the same category with agents who are unable to handle their problems, will get frustrated or hang up. Make it simple and don't make customers enter in more than 2 or three entries.

7. Save Time

Utilize agents to help callers by informing them of where they need to be transferred within the business. Clients feel like the call center is taking control of trying to get the caller to the right place to quickly resolve their issue, even if they are being transferred. Additionally, it's more likely the caller won't need to call back and will increase customer satisfaction.

Now, not every call will automatically be resolved on the first call, however, these tips will ensure that you can achieve a higher resolution rate. Ultimately, this leads to higher satisfaction with your customers and your agents....so you have nothing to lose!

Photo Credit: http://westbury-it.com/blog/metric-of-the-month-first-call-resolution/

1. Info at their fingertips

It's frustrating both for agents and clients when they aren't able to access information due to dozens of tricky and cumbersome applications and tools. Align them so agents aren't continually skipping through screens in their search for information. Create a database that contains details about products, solutions and steps with anything that can help solve a problem and speed up Agent handling time.

2. Empowerment

A concept relatively new to the call center world, this is one of the most important things you can do for your agents. Without it, agents quickly become frustrated, demotivated and lose morale. Give the agent the information they need and give them the power to make their own decisions when supporting a customer. This means encouragement, acknowledgement, training, coaching, awards and other ways to ensure their success.

3. Escalation calls

This is normally a last resort for a caller to get their issue resolved so learning to effectively handle escalated calls is a great opportunity for agents to show they want to resolve a problem. It also shows the customer that the business does in fact, want to help. With this in mind, its critical that agents have a huge amount of support in training, management, and a sufficient amount of staff present.

4. Coaching and Training

Many times, callers must repeatedly call back or be transferred because agents lack the necessary knowledge to help with an issue. Training will take them only so far, so take the time to properly coach them. Make sure the agents are asking the right questions, even at the end of a call: ''Is there anything else I can help with?''

5. Right Employees

Many times it takes the right person working in customer service. They must have the ability to handle emotional customers, product knowledge and fully understand the protocols.

6. IVR's

Ensure that your IVR tree is well designed and get callers quickly where they need to go. Customers who continually get dumped into the same category with agents who are unable to handle their problems, will get frustrated or hang up. Make it simple and don't make customers enter in more than 2 or three entries.

7. Save Time

Utilize agents to help callers by informing them of where they need to be transferred within the business. Clients feel like the call center is taking control of trying to get the caller to the right place to quickly resolve their issue, even if they are being transferred. Additionally, it's more likely the caller won't need to call back and will increase customer satisfaction.

Now, not every call will automatically be resolved on the first call, however, these tips will ensure that you can achieve a higher resolution rate. Ultimately, this leads to higher satisfaction with your customers and your agents....so you have nothing to lose!

Photo Credit: http://westbury-it.com/blog/metric-of-the-month-first-call-resolution/

Topics: Agents, Coaching, call centers, tips, training

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

CTA_test.jpg

Sign me up!

Subscribe

Grow Your Network!

Go To PlayVox