Best Practices in First Call Resolution (FCR). Participants are Genesys, NICE Systems, OpenSpan and Virtual Hold Technology. Discussing first contact resolution, customer loyalty and predictive analytics. Visit CRMXchange.com to join the premiere CRM community.

1. BEST PRACTICES IN FIRST CALL RESOLUTIONAUGUST 2014
Sean Murphy, Director, Product Marketing, Speech Analytics, Genesys
Clark Hill, Solution Expert, NICE Systems
Scott Merritt, Transformation Specialist, OpenSpan
Ted Bray, Vice President of Marketing, Virtual Hold Technology

2. © 2014 Virtual Hold Technology. All rights reserved.
First Contact Resolution: A Key Component In Your Customer Service Strategy
Ted Bray
Vice President, Marketing
Virtual Hold Technology

3. © 2014 Virtual Hold Technology. All rights reserved.
Perspectives

4. © 2014 Virtual Hold Technology. All rights reserved.

5. © 2014 Virtual Hold Technology. All rights reserved.

6. © 2014 Virtual Hold Technology. All rights reserved.
“Loyal customers come back more often, buy additional products and services, refer their friends, provide valuable feedback, cost less to serve, and are less price sensitive.”

7. © 2014 Virtual Hold Technology. All rights reserved.
“How likely is it that you would recommend this company, or this product or service, to a friend or colleague?”

8. © 2014 Virtual Hold Technology. All rights reserved.
NPS Driver Example: Hold Time

9. © 2014 Virtual Hold Technology. All rights reserved.
“The key to increasing customer loyalty is reducing customer effort…Having to contact the company more than once to resolve the problem is the biggest key of all, delivering a massive potential negative impact on loyalty.”

10. © 2014 Virtual Hold Technology. All rights reserved.
The FCR Disconnect

11. © 2014 Virtual Hold Technology. All rights reserved.

12. © 2014 Virtual Hold Technology. All rights reserved.
Perception Matters

13. © 2014 Virtual Hold Technology. All rights reserved.
Same Question, Different Treatment

14. © 2014 Virtual Hold Technology. All rights reserved.
•Bedrock
•Find the low hanging fruit
•Interpretation matters

15. © 2014 Virtual Hold Technology. All rights reserved.
Let’s Connect!
Ted BrayVice President, MarketingVirtual Hold Technologytbray@virtualhold.com@ted_braywww.linkedin.com/in/tedbray+1 330 670 2256

16. BEST PRACTICES
FOR
FIRST CONTACT
RESOLUTION
Clark Hill
Solution Expert, NICE Systems

17. Types of FCR Drivers
X
The original problem was not resolved on the first call
The first call created a future need that could have and should have been addressed on the same call

18. Best Practices -Three Pillars
Defining & Understanding the Customer Journey
Understand the Voice of the Customer (VOC)
Closing the Loop the first Time (Taking Action)
Interaction Analytics
Desktop Analytics
Customer Engagement Analytics

19. Best Practices –FCR Process
Understand and Accept the Issue –Qualify & Quantify
Analyze Structured & Unstructured Data
Listen to the True VOC and why they are calling
Understand the Customer Journey
Determine the Drivers & Root Causes of the Issue
Create or Use Guidelines / Measurements / KPIs / Benchmarks
Measure FCR before, during and after action
Adopt an on-going process of “Measure- Analyze-Implement”
Verify the action taken had the desired impact
“Nothing is an island” FCR Impacts (DSAT, AHT, Escalations, Churn, etc.)
Monitor Impact on other Metrics
Take Action –Closing the Loop
Provide in-call relevant agent guidance
Automate processes where possible to reduce errors & prevent the next call
Use Predictive Analytics

20. Predictive Analytics
“I want to activate my new iPhone”
“I want to setup an email account on my iPhone”
30%
Call Back
72 Hours later…

21. Predictive Analytics
Predictive Analytics
“Do you need help setting up email on your iPhone?”
“I want to activate my new iPhone”

22. First Contact Resolution
One of the world’s largest insurance companies
Faced a large amount of repeat calls
The company found that agents tell customers ‘you’ll receive this in 5-7 business days’, generating many repeat calls. They started a ‘state the date’ initiative, where agents use a simple tool to provide an exact date.
24%
Reduced repeat calls by:
$400,000 In saving
Background & Challenges
The Implementation
The Impact

23. THANK YOU
FOR MORE INFORMATION,
VISIT OUR SITE AT WWW.NICE.COM
OR EMAIL US @ CLARK.HILL@NICE.COM
Follow NICE Systems on Twitter: @NICESystems_NA
Like us on Facebook: NICE Systems

24. CRMXchange Roundtable Webinar: Best Practices in First Contact Resolution (FCR)
Scott Merritt
Transformation Specialist

25. FCR Challenges
25
Desktop complexity
impedes the agent
Lack of visibility into
the customer journey
Repeat contact across
all interaction channels
Multi-Channel Touchpoints
Brick & Mortar Branches
Contact Center
Web Support

26. 26
FCR Strategies
Agent
Knowledge
Systems and
Information Access
Call
Routing
Escalation
Strategy
Closed Loop
Analysis

27. The Intelligent Desktop
27
Agent
Knowledge
Systems and
Information Access

28. If you would like more information, feel free to send us an email or give us a call.
info@openspan.com
US/Canada: +1 (678) 527-5400, (877) 733-1136
UK: +44 (0) 207 043 3573
India: +91 80 40300 780
www.openspan.com
Thank You!
28
Join the OpenSpan conversation!

29. First Contact Resolution Roundtable
Sean Murphy

30. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
30
Industry Average FCR Performance
FCR68%
Non-FCR32%
Average % Resolved on the First Call
Source: Service Quality Measurement Group (SQM)
http://www.sqmgroup.com/fcr-metric-that-matters-most#

31. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
31
The Importance of FCR
Source: Service Quality Measurement Group (SQM)
http://www.sqmgroup.com/fcr-metric-that-matters-most#
1% Improvement
in Customer Satisfaction
Every 1% Improvement
in FCR
Cross-Sell & Up-Sell Success Rates are 20% Higher on Calls When the Customer’s Issue is Resolved
1%
1%
20%

32. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
32
Branch
Contact
Center
Mobile App
Website
Back Office
Purchase Journey
OnboardingJourney
Account Change Journey
Renewal and Repurchase Journey
Problem Resolution Journey
A Single Customer Journey Spans Many Channels/Depts.
Purchase Journey
OnboardingJourney
Account Change Journey
Renewaland Repurchase Journey
ProblemResolution Journey
Branch
ContactCenter
Mobile App
Website
Back Office

33. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
33
The Relationship Between NPS and Transfers
Incorrect classification of calls, and routing to agents with minimal skill set were the biggest drivers of poor NPS results.
0
1
2
3
4
5
6
7
8
9
10
0
100
200
300
400
500
600
700
Zero Call Transfers
0
1
2
3
4
5
6
7
8
9
10
0
100
200
300
400
500
600
700
1 Call Transfer
0
2
4
6
8
10
0
100
200
300
400
500
600
700
2 or More Transfers
NPS
NPS
NPS
Seconds
Seconds
Seconds
Avg 8.8 NPS score
Avg 5.6 NPS score
Avg 3.1 NPS score

34. 34 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Limited Visibility with Traditional Quality Mngmt.
Random
Sampling
Call
Recordings
• Manual, labor intensive
• Only feasible to review
2% or less of randomly
selected calls
• Other contact channels
monitored separately

35. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
35
3 Steps to Improving FCR
1
2
3
Capture and analyze the entire customer journey across all channels as well as all sites
Accurate Forecasting & Planning, Classification & Delivery of Interactions to Skilled Agents
Analyze and Uncover the Root Causes of Repeat Contacts

36. 36 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Single
Platform
Single Platform Reduces Manual Effort
• All channels in one (UQ)
• Single user & skill administration
• Blending of Interactions
• Business Rules drive routing
• One source for Statistics & Reports
• SIP Integration eliminates PBX
• Integrated recording lowers TCO &
enables the entire customer journey
to be captured and analyzed
Benefits of Contact Center Suite

37. 37 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Integration of Routing and Planning
Front Office
Back Office
“Changes to the schedule drive routing decisions and
put the operations team firmly in control.”

38. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
38
Which Call Types Generate the Most Repeats?
•Speech Analytics-driven call classification uncovers which call types are generating more callbacks
•Drill-down further to discover what is causing the repeats: process, policy, technology, etc.

39. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
39
Which Agents are Driving Repeat Contacts?
•Some agents have over four times the repeat contact rates of other agents
•Interaction Analytics-driven contact classification enables quick assessment of where each agent needs help, and can trigger training/coaching workflows

40. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
40
Turning Analytics in to Action
Auto-Triggered
Workflows
Interactions
Analytics-driven Workforce Optimization
Interaction Analytics
PhraseRecognition
“This is the third time I’ve called”
Workforce
Optimization
Knowledge Assessments
Statistical Analysis
CustomerFeedback
Call
Recordings

41. 41 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Continuous Workforce Optimization
Front Office
Back Office
Workforce
Optimization
Work
Distribution

42. 42 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Tips for Effectively Measuring & Improving FCR
Ensure that every interaction is accurately classified and
delivered to the appropriately skilled agent, who is scheduled
and available to resolve the issue at that particular time
Leverage Interaction Analytics to identify the root causes of
repeat contacts and trigger workflows to improve performance
Capture & analyze the entire customer journey – across all
channels, but also across all sites (i.e. through site transfers)

43. For more information, please visit us at:
Genesys.com
thankyou
Or Email me at:
Sean.Murphy@Genesys.com

44. BEST PRACTICES IN FIRST CALL RESOLUTIONAUGUST 2014
Sean Murphy, Director, Product Marketing, Speech Analytics, Genesys
www.genesys.com
Clark Hill, Solution Expert, NICE Systems
www.nice.com
Scott Merritt, Transformation Specialist, OpenSpan
www.openspan.com
Ted Bray, Vice President of Marketing, Virtual Hold Technology
www.virtualhold.com