FCR is a quality process. Improve agent performance systematically along with the bottom line. These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.

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How to Systematically
Improve First Call
Resolution
Presented by Upstream Works

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» Definition
» Simple – one and done
» Same call reason
» Complex – meet customer’s requirements
» Scope
» Single channel – phone
» Multi channel
» Voice of the customer
» Repeat calls; surveys
» How they interact with you
FCR Intro

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» Improve satisfaction
» Meet customer’s expectations
» Reduce contact volumes
» Reduce churn/ increase revenues
FCR Improvement Process

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» Improving FCR is a quality improvement
process
» Drowning in a sea of data
» How do I use it?
» Define what metrics are needed
» FCR?
» Agent FCR?
» Root cause identification?
FCR Improvement

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» What is quality?
» Accuracy?
» Timeliness?
» Goodness?
» Quality is defined as meeting requirements
Defining Quality

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» Requirements are agreed upon
» Not one sided demands
» Explicitly stated
» Sometimes implied
» Identified in policies or procedures
» May not be implicitly agreed to
» Causes churn
Call Center Requirements

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Call Center Requirements

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» Set by policies – good or bad
» Requirements come from:
» External customers
» Agents
» Management
» The rest of the business
Call Center Requirements

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» Monitoring agent calls
» Review based on internally defined metrics
» Meeting call center metrics
» Schedule adherence; AHT; service levels
» Customer satisfaction studies
» Areas of Misalignment
» Customer satisfaction is usually ‘target-less’
» Agents not measured on what is important to
customer
Traditional Call Center Approach

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»Call Center IS the voice of the customer
internally
»360x360 customer experience view
»360 across all channels
»Multi channel interaction management
»360 across all participants
»Customer experience management
»Agent performance management
Realignment

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» Where your
customer interact
with your business
» Regardless of
channel or delivery
mechanism
Contact Space

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» Ties together the two views you need to
improve
» Customer experience view – where are we going
wrong?
» Agent performance view – how do we fix it?
» Includes call center and business
performance
How Contact Space Helps

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» Key ingredient to improvement
» Measurement types
» Management metrics
» Forensic metrics
» “Actionable” business intelligence
» Cradle to grave contact details
» Including agent and customer information
» ‘Experience’ detail
» Collection and analysis of this information
» Lets you manage the customer experience
Measurement

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» Determine the Process
» Measure It
» Determine the Impact
» Change the Process
» Evaluate
» Repeat
Quality Process

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» Measure it
» Determine the process
» Determine the impact
» Change the process
» Evaluate
» Repeat
Quality Process

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» Start measuring
» But:
» You don’t know exactly what to measure!
» FCR is a rearview mirror
» Best practices – measure everything!
» Interaction management for all interactions
Measurement

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» Determine the process
» Why are they calling? Call reason
» How do you handle the calls?
» How successful are you?
» Determine what are the agreed upon
requirements
Determine Business Process

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» Impact on cost
» Impact on customer satisfaction
» Customers at risk!
» Determine root cause
» Focus groups
» Evaluate measurement information
» Not “ready, fire, aim!”
Determine Impact

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» Design
» Implement
» Evaluate
» Move on to next area
Process Change

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» Requirements – voice of the customer
» Process – why people contact you
» Root Cause – what’s wrong and how do I fix
it?
» Based on customer interaction details
captured from contact space
3D Quality Improvement

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» Requires specific call, agent and customer
detail
» Per transaction
» Per call reason
» May require specific call recording information
» Find one-off occurrences
» Find patterns and trends
Interaction Detail

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» Customer satisfaction information
» Call reason tracking
» Identifying repeat calls
» Agent tracking of problem issues
» Customer complaints
» Requirements known not met
Making Do

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» Executive commitment
» There is ROI for this improvement
» Education and communication
» Common goals and language
» Measurement
» Systematic quality improvement process
Improvement Process

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» Ongoing initiative
» Improvement process
» Measure deviations from the process
» Correct the root causes of deviations
» Measure the contact space
» Lets you own and manage the customer
experience
Summary

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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

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

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

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» 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
Upstream Solution

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FCR and the Complex Customer Interaction
www.upstreamworks.com
Download the whitepaper from our website:
Increasing Call Center Effectiveness Through First Call
Resolution
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