The unfulfilled promise of CRM was to capture customer interactions with your business. This gap is filled by using business interaction management. See how interaction capture and management can drive signifcant improvement for FCR.

1. Presented by Upstream Works
First Call Resolution in
the Details

2. Our Question Today
Why is detailed repeat call tracking a must for
sustained FCR improvement?

3. If you are awash in a sea of data
wouldn’t it be nice to know where the
icebergs are?

4. To get their issue
resolved
Why do Customers Call?

5. To resolve the issue
What does the business want?

6. 10 Steps to FCR
1. Be reliable and consistent
2. Be accurate and auditable
3. Cover all calls and other types of contacts

7. 10 Steps to FCR
4. Actionable down to the individual agent,
individual customer, and individual interaction
level
5. Repeat reasons should be identifiable
6. Repeat reasons should be accurate and
manageable

8. 10 Steps to FCR
7. FCR rates should be able to be presented in
real time
8. Should be usable for agent incentives
9. Should be usable for coaching
10.Should be an ongoing and sustainable
process

9. 5 Ways to Measure FCR
• No single mechanism is 100% accurate
• Multiple methods provide more detail
• Measure to improve!

10. #1 – Agent Logs
• Simple measurement
• Shows a clear management focus on FCR
• Real time measurement
• Biased by agent’s perceptions and motivation
• Manual process
• Minimal improvement detail

11. #2 – CRM / Case Management
• CRM application must have history support
 Could be an IT project
• Manual process
• All calls and call types are not tracked
 Number of calls ≠ number of cases
• Requires single CRM application

12. #3* - Surveys
• Direct sampling of customer satisfaction rates
 Can have a negative impact on customer sat
• Subject to survey bias
• Must be immediate
• Not actionable to the agent level
 Can’t use for agent incentives
* - OK if you’re following along the series, I’ve collapsed these three into a single category!

13. #4 – Speech Analytics
• 80% Accurate
• Pinpoint simple errors on calls
• Subject to reviewer’s opinion
• May lack detail for improvement
• Sampling technology - prohibits related (original)
call evaluation

14. #5 – Repeat Call Tracking
• Automatically collected
• Provides ‘actionable detail’
• Evaluates 100% of calls
• Does not rely on “impressions”
• Provide tactical and strategic improvement
details
• Provides agent management metrics that are fair

15. Find the paths
Follow the customer’s journey

16. Test - What Song is This?
always at be by can’t doin’ don’t ever free girl
going got I I’m know me night no now oh really
see set side sleep so wanna what yeah you your
• All the words are here
• Repeated words are removed
• The relationships between the words has been removed!

17. always at be by can’t doin’ don’t ever free girl
going got i i’m know me night no now oh really
see set side sleep so wanna what yeah you your

18. Data relationships are important
How customers and agents
interact

19. You Really Got Me – The Kinks
Girl, you really got me goin'
You got me so I don't know what I'm doin'
Yeah, you really got me now
You got me so I can't sleep at night
Yeah, you really got me now
You got me so I don't know what I'm doin', now
Oh yeah, you really got me now
You got me so I can't sleep at night
You really got me
You really got me
You really got me
As I said, relationships are important!

20. Fixing FCR
• Statistics 60% are agent related issues
 But that includes:
• Training problems
• Complex process issues
• Lack of process issues
• Manage the customer experience by
managing the agents!

21. FCR in the Details
• Without the details you hit a brick wall
 Low hanging fruit only
 No information to manage agents
• FCR detailed for every interaction!
 Same customer
 Same call reason
 Timeframe for that call reason

22. FCR in the Details
• Provides information that is
 Detailed
 Not subjective
 Fair
 Unassailable
• Managed call driver compliance
• Uses solve rate for targeted coaching

23. Agent Solve Rate
Barney Betty Fred Wilma
Weirdly
Fred’s FCR Rate: 28%
Fred’s Solve Rate: 57%

24. FCR Based Performance Management
Managing agents based on
whether or not they solve
a specific type of call properly.

25. Current PM techniques
• Performance Management Problem:
 Can’t identify and eliminate customers at risk
• You can identify if someone tweets bad things
about you but can’t determine what they did in the
call center
• Solution:
 Business Interaction Management
 Identify risky and repeat calling patterns
• Huge opportunity for recovery
• Directly affect customer churn and Life Time Value

26. Current PM techniques
• Performance Management Problem:
 Cannot relate efficiency to effectiveness
• If a call is NOT solved, the call was too long
(regardless of length)
• Solution:
 Business Interaction Management
 Connect customer and agent experiences
• Find that some agents make it worse on the first
call
• Poor processes driving multiple call backs / issues

27. Current PM techniques
• Performance Management Problem:
 Call Centers are managed to averages
• AHT for any call type
• All calls are measured the same
• Solution:
 Business Interaction Management
 Differentiate between call types
 Manage specific call types / interactions
• Gets agents working faster
• Specific call type coaching

28. Tying it all together
• Managed call reason tracking
• Customer surveys
• Call recording

29. The Answer
Interaction tracking and management inter-relates
agent and customer experience and provides tools
that can be used for ongoing day to day
management.

30. FCR Repeat Call Details…
• are ideal for managing agents
• provide a system for ongoing improvement
• target surveys to agents and interaction chains
• locate and improve call recording usefulness
• are core to business interaction management

31. Business Interaction
Management
Track and save the entire interaction as it
happens. It’s easier to use and understand later
Provide in-your-face interaction context that’s
role tailored for personalized service
Pre-built best practices analytics

32. Customer Insights
Customer
Experience
Performance
Improvement
Performance
Management
Training and
Staffing
Process
Improvement
All customer channels

33. Business Interaction Pain Points
• Problem: No methodology or technology used
provides a single comprehensive and auditable
view of how customers interact with a business.
» Result: Averages are used to
allocate funds to drive
customer loyalty and reduce
costs across the multiple
interaction channels in use
today.

34. Upstream Solution
• Upstream Works’ Business Interaction
Management, makes the collective of customer
interactions visible, accountable and controllable
– Combines technology and a methodology to track
individual customer interactions across the business
– Links outcomes to supporting interactions
– Puts the collected information into a powerful form
– Compliments existing applications and infrastructure

35. Next In Series
First Call Resolution: How Does Email Impact
Customer Satisfaction?
www.upstreamworks.com
Download the whitepaper from our website:
Increasing Call Center Effectiveness Through First Call
Resolution