how to systematically improve first contact resolution
DESCRIPTION
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.TRANSCRIPT
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© 2007 Upstream Works SoftwareAll Rights Reserved
How to Systematically Improve First Call Resolution
By Upstream Works
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FCR Intro
» 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
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FCR Improvement Process» Improve satisfaction
»Meet customer’s expectations
» Reduce contact volumes
» Reduce churn/ increase revenues
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FCR Improvement
» 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?
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Defining Quality» What is quality?
»Accuracy?
»Timeliness?
»Goodness?
» Quality is defined as meeting requirements
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Call Center Requirements
» Requirements are agreed upon
»Not one s ided demands
»Explicitly s tated»Sometimes implied
» Identified in policies or procedures
»May not be implic itly agreed to
»Causes churn
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Call Center Requirements
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Call Center Requirements» Set by policies – good or bad
» Requirements come from:
»External customers
»Agents
»Management
»The rest of the business
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Traditional Call Center Approach
» 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 satis faction is usually ‘target-less’» Agents not measured on what is important to customer
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Realignment
»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
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Contact Space
» Where your customer interact with your business
» Regardless of channel or delivery mechanism
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How Contact Space Helps
» 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
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Measurement
» 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
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Quality Process» Determine the Process
» Measure It
» Determine the Impact
» Change the Process
» Evaluate
» Repeat
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Quality Process» Measure it
» Determine the process
» Determine the impact
» Change the process
» Evaluate
» Repeat
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Measurement
» 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
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Determine Business Process» 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
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Determine Impact
» Impact on cost
» Impact on customer satisfaction
»Customers at r isk !
» Determine root cause
» Focus groups
»Evaluate measurement information
»Not “ready, fire, aim!”
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Process Change» Design
» Implement
» Evaluate
» Move on to next area
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3D Quality Improvement» 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
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Interaction Detail
» 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
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Making Do» Customer satisfaction information
» Call reason tracking
» Identifying repeat calls
» Agent tracking of problem issues
»Customer complaints
»Requirements known not met
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Improvement Process
» Executive commitment
» There is ROI for this improvement
» Education and communication
» Common goals and language
» Measurement
» Systematic quality improvement process
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Summary» 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
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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
©Upstream Works Software
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Customer Insights
Customer Experience
Performance
Improvement
Performance
Management
Training and Staffing
Process Improvemen
t
All customer channels
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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.
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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
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Next In Series
» FCR and the Complex Customer Interaction
www.upstreamworks.comDownload the whitepaper from our website: Increasing Call
Center Effectiveness Through First Call Resolution
See the FCR Webinar Series – Coming Soon to Youtube!