First call resolution is such an important metric when it comes to measuring customer service satisfaction. Alongside Net Promoter Score, First Call Resolution (FCR) helps measure how effective customer service agents were in resolving clients’ issues the first time around, without customers having to call back regarding the same issue.
In short, it’s a pretty big deal and it’s need to important that you continuously work towards improving your First Call Resolution metric. Maybe, somethings you weren’t even aware were hurting your FCR. Below I’lll review the 6 biggest mistakes that are hurting your first call resolution and how to go about solving them.
1. Keep customers on hold too long
In today’s day and age, no one has time for anything. Keeping a customer on hold for too long can lead to a call being disconnected or a customer getting impatient and hanging up only to call right back.
Sometimes, customer service agents are not sure of an answer and must do a little research first.
Or, perhaps the answers are not readily available and they must reach out to a supervisor who has their hands full, answering to a whole team of customer service agents with questions.
In order to decrease customer waiting time, answers should be readily available to customer service agents. Something as simple as an employee forum, could save a great deal of time.
An employee forum could be broken down into two parts. One could be an FAQ section created by the company, providing answers to common customer service questions.
The other part could allow agents to ask questions while supervisors or managers answer provide answers visible for the entire team to see and refer to.
Another helpful tool could be giving customer service staff access to past trainings in an easy to read and digestible format. It’s normal to forget, and giving customer service agents access to past learnings could allow them to brush up when they feel a subject needs to be refreshed.
2. Clients are getting transferred around
It is so annoying for clients to get transferred around from one customer service agent to the next. Your first call resolution could tank as a result.
Maybe they are getting transferred around because there are too many customer service numbers and they did not know which one to call.
Or maybe you have an IVR system in place but there are too many options. Or those options are too confusing, and the customer just pressed any number in order to get a hold of an agent, only to land on the wrong department.
Or worst-case scenario, you haven’t trained your team properly and they don’t know how to deal with the request and the client and bouncing around the department as know one know how to help them.
Not to mention, transferring a customer over from one department to the next leaves room to be disconnected, hence having to call back and ruining the chances of first call resolution.
The first and easiest thing you can do is review your IVR. Have other people test the process, and see how easy it is for them to land on the right person. It might need to be reviewed, simplified, or expanded upon.
If the reason a customer is getting transferred around from one agent to the next with in the same department, the reason is probably due to a lack of training.
Be sure to not only provide onboarding training, but also ongoing learning. One of PlayVox’s features includes training where managers can create learning material, test the users knowledge and provide feedback on an ongoing basis.
3. Customer service agent feels stuck
The first weeks of onboarding a new staff member can be hectic for the newcomer. There are a lot of new names to remember, new things to learn, and in the midst of it all, it can be easy to forget. So at the beginning, it’s normal for an agent to feel stuck on the phone.
Or maybe, an customer service staff feels that they don’t have the tools to be autonomous.
In this case, there’s a few things you could do. The simplest would be to escalate the call.
However, a long-term solution should include empowering the staff. Provide with them the tools they need to figure things out on their own and think outside the box. Give them the power to take decisions.
4. Poor/ Unexisting CRM system
Spreadsheets are a thing of the past. Keeping customer information on shared spreadsheets can lead to incomplete, incorrect, and missing information.
A lack of a proper CRM system depletes you of having a full records of your customers demographics, see the touchpoints they’ve with your company, and quickly understand the issues they are facing.
Without a proper CRM, a customer service agent has to assist a customer from scratch every time they call. This is such a waste of time on both ends and is so frustrating for a customer to have to repeat themselves over and over again.
Take the time to do your research and invest in a CRM system that works for you. Not only will it save you time and provide you valuable information, but you will be able to anticipate your customers’ demands with the wealth of information that you have.
5. Not optimizing staff are on the front lines
Knowing that First Call Resolution is one of the metrics that keeps customers satisfied with your company and service, it’s important you have the best customer service agents on the front lines.
As we are on the subject of technology, having a dashboard that allows you to see how your customer service agents are performing helps you know who’s doing great and who needs assistance.
PlayVox's system does just that. Allowing you to set metrics, view staff performance and train or reward accordingly.
6. Not updating staff’s training
Even if you think your customer service agents are doing fairly well, there is always room for improvement. Continuously working towards a better First Call Resolution metric should be a main goal for your customer service team.
Doing so can’t be done without the help of a little training, on an ongoing basis.
That’s right, training is not a one-off that happens just at the beginning. It should be done on a regular basis in order for vital information to sink in, for new information and updates to be heard and for any questions and issues to be addressed.
Although these mistakes could be affecting your First Call Resolution, with acknowledgement and a proper step-by-step action plan, it shouldn’t be too difficult to fix.
Have you ever made any of these First Call Resolution mistakes? How did you fix them?