First Call Resolution, or FCR, is crucial to the success of a contact center. When customers are able to have their needs addressed properly the first time they call a contact center, everything from customer satisfaction to sales improve. Contact center management should make First Call Resolution a metric by which they measure success, and should make FCR a top priority.
The following are four reasons why First Call Resolution should be a goal for contact centers in 2016.
Customer Satisfaction: The first reason FCR should be a goal for contact centers this year is the increase in customer satisfaction. Customers appreciate having their needs addressed and resolved quickly, correctly, and within their first call. When contact center agents are able to help customers in the first call, customer satisfaction increases, and the satisfied customers are likely to recommend a contact center’s services to friends and family, thereby increasing overall conversions.
Cost: The second reason contact centers should make FCR a goal for 2016 is the reduced operating cost. When contact center agents are able to resolve customer issues the first time a customer calls, the time, agents, and resources necessary to help a single customer are reduced. On the other hand, when a customer must call a contact center more than once to have their issue resolved, multiple agents and resources, and time is spent on the customer’s needs, increasing costs for the contact center.
Employee Turnover: The third reason contact centers should make FCR a goal for 2016 is reduced employee turnover. When a customer must make multiple calls before their issue is resolved, each call after the first becomes more stressful for contact center employees. The stress from dealing with displeased customers decreases employee job satisfaction and a contact center suffers from a high rate of employee turnover. If, however, contact center agents are able to resolve a customer’s issue within a single call, agents are able to take pride in their work and enjoy a boost in confidence while contact centers benefit from reduced employee turnover.
Selling Opportunities: When a customer has had their issue resolved quickly and correctly, that customer is more likely to listen to agents offering additional promotions, products, or services. A satisfied customer is more likely to buy additional products or services, which increases overall conversions for a contact center.
When focusing on First Call Resolution for 2016, contact center management should ensure that each contact center agent is equipped to quickly and correctly address a customer’s needs the first time a customer calls. When agents are prepared to offer FCR, a contact center will benefit from increased customer satisfaction, reduced cost, reduced employee turnover, and increased sales in the coming year.