Roundtable: Best Practices in First Call Resolution (FCR)

BEST PRACTICES IN FIRST CALL RESOLUTION

AUGUST 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

© 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


Perspectives




“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.”


“How likely is it that you would recommend this company, or this product or service, to a friend or colleague?”


NPS Driver Example: Hold Time


“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.”


The FCR Disconnect



Perception Matters


Same Question, Different Treatment


• Bedrock

• Find the low hanging fruit

• Interpretation matters


Let’s Connect!

Ted BrayVice President, MarketingVirtual Hold Technology

[email protected]@ted_braywww.linkedin.com/in/tedbray+1 330 670 2256

BEST PRACTICES FOR FIRST CONTACT RESOLUTION

Clark Hill

Solution Expert, NICE Systems

Types of FCR Drivers

XThe 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

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 AnalyticsCustomer Engagement

Analytics

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

Predictive Analytics

“I want to activate

my new iPhone”

“I want to setup an

email account on

my iPhone”

30%

Call Back72 Hours later…



“Do you need help

setting up email on

your iPhone?”

“I want to activate

my new iPhone”

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 &

ChallengesThe Implementation The Impact

THANK YOU

FOR MORE INFORMATION,

VISIT OUR SITE AT WWW.NICE.COM

OR EMAIL US @ [email protected]

Follow NICE Systems on Twitter: @NICESystems_NA

Like us on Facebook: NICE Systems

CRMXchange Roundtable Webinar: Best Practices in First Contact Resolution (FCR)Scott Merritt

Transformation Specialist

FCR Challenges

25

Desktop complexityimpedes the agent

Lack of visibility intothe customer journey

Repeat contact acrossall interaction channels

Multi-Channel Touchpoints

Brick & Mortar Branches

Contact Center Web Support

26

FCR Strategies

AgentKnowledge

Systems andInformation Access

CallRouting

EscalationStrategy

Closed LoopAnalysis

The Intelligent Desktop

27

AgentKnowledge

Systems andInformation Access

If you would like more information, feel free to send us an email or give us a call.

[email protected]

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!

mailto:[email protected]

First Contact Resolution Roundtable

Sean Murphy

© 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#


The Importance of FCR

Source: Service Quality Measurement Group (SQM) http://www.sqmgroup.com/fcr-metric-that-matters-most#

1% Improvementin 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%


Branch ContactCenterMobile AppWebsite Back Office

Purchase Journey

Onboarding Journey

Account Change Journey

Renewal and Repurchase Journey

Problem Resolution Journey

A Single Customer Journey Spans Many Channels/Depts.

Purchase Journey

Onboarding Journey

Account Change Journey

Renewal and Repurchase Journey

Problem Resolution Journey

Branch ContactCenterMobile AppWebsite Back Office


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


Limited Visibility with Traditional Quality Mngmt.


Random Sampling

CallRecordings

• Manual, labor intensive

• Only feasible to review 2% or less of randomly selected calls

• Other contact channels monitored separately


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


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


Integration of Routing and Planning

Front Office

Back Office

“Changes to the schedule drive routing decisions and put the operations team firmly in control.”


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.


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


Turning Analytics in to Action

Auto-TriggeredWorkflows

Interactions


Analytics-driven Workforce Optimization

Interaction Analytics

PhraseRecognition

“This is the third time I’ve called”

WorkforceOptimization

Knowledge Assessments

Statistical Analysis

CustomerFeedback

CallRecordings


Continuous Workforce Optimization

Front Office

Back Office

WorkforceOptimization

WorkDistribution


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)

For more information, please visit us at:Genesys.com

thankyou

Or Email me at:[email protected]

BEST PRACTICES IN FIRST CALL RESOLUTION

AUGUST 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