First Contact Resolution
The Problem
First Contact Resolution (FCR) is now accepted as a critical key performance indicator for call centers. Managing to FCR reduces call volume, and ties closely to customer retention – both powerful influences on the bottom line.
Measuring FCR accurately has, until now, been costly and difficult. Thus, call centers typically evaluate FCR by subjective means (“Did we solve your issue?”) or based on incomplete data. Also, FCR is rarely correlated to the other contact center process data needed for First Contact Resolution improvement.
The Solution
Our First Contact Resolution offerings automatically capture whether the customer actually calls back for the same issue. Business Interaction Manager employs our revolutionary Interaction Management Automation Services (IMAS) technology to track every contact, and measures FCR in real time. FCR metrics are backed up with the most extensive and relevant data in the industry for First Contact Resolution root cause analysis.
Business Interaction Manager makes it possible to analyze contact reasons that suffer from poor FCR to determine what these particular contacts are costing you, both in labor and lost revenue and uncover the potential ROI in addressing them.
We make FCR relevant to everyone from the agent to the executive with a suite of tools suited to each role. Executive dashboards, performance management, interactive analytics, reports – all driven by First Contact Resolution.
Benefit Highlights
- Appliance technology makes it quick to deploy. No Business Intelligence project required
- FCR for phone, email and chat based on repeat contacts, even if cross channel
- FCR by call reason and individual solve rates for each agent
- FCR measured for interactions that are transferred between locations
- Correlation of FCR to customer satisfaction and agent efficiency