First Call Resolution: How to Improve Customer Satisfaction by Rosanne D’Ausilio, Ph.D. Human Technologies Global, Inc

First Call Resolution: How to Improve Customer Satisfaction

by

Rosanne D’Ausilio, Ph.D.Human Technologies Global, Inc.

www.human-technologies.com

How Important Was Your Overall Call Experience in Shaping Your Image of the Company?

BenchmarkPortal Inc./Purdue University

49%43%

8%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Very Somewhat Not At All

©2010 Human Technologies Global, Inc. www.human-technologies.com

Biggest Barrier to Self-Service Effectiveness?Source: Kanisa & CRM Magazine Webinar

24%

20%

14%

42%

It’s too hard for customers to find what they need

Customers don’t trust the system/answers

The answers aren’t there

Customers don’t know about it


Common Customer Demands

• Better integration between self service and assisted service

• Better integration between email and agent services

• Seamless delivery of service• Don’t have to repeat self

© 2010 Human Technologies Global, Inc. www.human-technologies.com

Caller Satisfaction Purdue Research Foundation

First and Final: Strongest Driver Significant Impact on Caller Satisfaction Relationship Between First/Final and

Caller Satisfaction


86% = Best Practices 14% = ????

Two Strikes You’re OutWhen would you switch due to poor customer service?

48.90%

29.80%21.30%

After: 3 unsatisinquiries

After: 2 unsatisinquiries

After: 1 unsatisinquiry

Source: destinationcrm.com weekly poll


Latest StatisticsDimension Data Global Contact Center Benchmarking Report

• FCR dropped from 87% to 70%• Customer Satisfaction 82% to 68%• Global attrition = 24%; North America = 31%• 75% of operational budgets = Staffing North

America• 64% of operational budgets = Staffing Africa/Asia


FCR Study by Callcentres.com

Dramatic fall in Call Volume—20% of all calls are repeat calls from customers who didn’t get what they wanted/needed

Cost of complaint call not handled in FCR escalated

by 500% An unhandled inquiry costs 350% vs. FCR25-30% of operating cost is spent on dissatisfying the

customer, i.e., no FCR


Agent Error = 65% of Repeat Calls

1. Doesn’t give a confident answer

2. Doesn’t set the proper expectations

3. Doesn’t follow through on a commitment

4. Simply gives the wrong answer

Each additional call = 20% drop in customer satisfaction

Unresolved call – 5 x more likely to defect


Do You Measure…What percentage of your customer’s concerns/

questions are handled on first contact? How frequently your customers contact you? Do you identify repeat calls? Can you segment responses by type of call? Do you ask your customers if their concern was

resolved, and how many contacts it required?


Calculate FCR

Determine these 3 things:1. Is it the same caller?

2. Is it for the same reason?

3. Did it occur within a present callback time window?


Formula for Repeat CallsBased on 200,000 calls per quarter

# of Calls % Problem Calls # of Addtl Calls

2 Calls 14% 28K x 1 = 28,000

3 Calls 11% 22K x 2 = 44,000

4 or More 8% 16K x 3 = 48,000 120,000

120,000 x $5 cost per call = $600,000 or $2.4M annually


Source: Dr. Jodie Monger, The CEO Refresher

Techniques for Measuring FCR

• Agent self reporting• Ask caller at end of

call• QA call monitoring

program

• Post-call surveys (IVR)• Post-call surveys -

(follow up call)• FCR tracking

technology


Top 5 Ways to Achieve FCRAscent Group Study

1. Focused FCR Training2. Incorporating FCR

intoMonitoring/Coaching

3. Root Cause Analysis4. Improving FCR Comm

& Agent Awareness

5. Process Improvement

28

30

33

49

52

0 20 40 60


Best Practices to Measure FCR

• Ask the customer – their perception matters• If a survey: “Was your call resolved?” and/or

“How many calls did you make to resolve your call?”

• If a call is transferred and the next person resolves the issue--without the customer having to call back--it is FCR

T H E N – Identify gaps, adjust as needed


Improving FCR can• Reduce overall customer calls• Decrease rework• Improve service• Enhance customer satisfaction• Up-sell and cross-sell opportunities• Heighten value customer interactions• Take customers from satisfied to loyal


Chinese Symbol

‘Crisis is an opportunity riding on the dangerous wind.’


Needs Assessment• Strengths/Weaknesses• Common threads among

applications?• Mixed Messages? • Stress Levels• Changes:

– Software/Hardware– Systems/Procedures– Management– Logistics

• Empowerment?• Why are your customers

calling?• Typical Call/Call from Hell• What isn’t communicated

effectively/efficiently?• What’s the biggest gripe?• What gets accelerated?• Tunnels with no cheese?


Core Competencies

• Active Listening• Empathy• Communication• Asking Questions• Confirming/Clarifying• Rapport Building• Common Phraseology

• Problem Solving • Creativity• Anger Diffusion• Managing Differences• Stress Reduction• Managing Change• Grammar/Spelling, etc.


Training Modules Acknowledgment Customer Service/Exp Change Management Stress Management Communication Listening Skills Rapport Building

Anger Diffusion Conflict Resolution Language Skills/E-mail Common Phraseology Perception Shifting Empathetic

Responsiveness


Service With a Smile Certification Programs


Benefits of Certification.

• Boost efficiency • Lower turnover; retain

motivated staff• Help set individual

performance plans/goals• Maintain morale

• Improve professionalism• Attract, reward, retain,

promote• Match career path and

work ethic• Compensation alignment


The more professionally you treat employees, the more professionally they will treat your customers

Questions to Ponder1) How much will it cost you to have a live

voice on the telephone—and even more important—how much will it cost you if you don’t?!!!

2) What if you don’t train your people (be-cause they’ll just leave to go to the next company)…and they stay?!!!


Direct Inquiries To:Rosanne D’Ausilio, Ph.D., President

Human Technologies Global, Inc. 3405 Morgan Drive - Carmel, New York 10512

845/228-6165 Fax 928/223-6165866/228-1497

e-mail [email protected]

www.HumanTechTips.com – newsletterwww.drrosanne.com - blog

www.customer-service-expert.com/report.htm

Documents

First Call Resolution: How to Improve Customer Satisfaction by Rosanne D’Ausilio, Ph.D. Human Technologies Global, Inc