How do you monitor the FCR or first call resolution rate?
What are the benefits of action on the call-back rate in the contact centre?
The FCR is a relevant indicator that can have multiple benefits on customer satisfaction, costs and sales.
According to SQM, for every 1% improvement in first contact resolution this results in :
- an improvement in the CSAT of +1%.
- a decrease in operating costs of -1%.
- an improvement in employee satisfaction ranging from +1 to +5%.
This virtuous circle of customer satisfaction allows us to understand that the FCR metric is interconnected with other metrics such as CSAT, ESAT, costs or sales.
Companies with a low FCR rate are those that implement continuous customer experience improvement programs.
What are the options for following FCR ?
Summary of the effectiveness of RCF measurement methods
In order to monitor CRC (customer relationship centre) activities, it is essential to select one or more indicators that provide a complete picture, balancing the advantages and disadvantages.
The question is how to reconcile :
- completeness and reliability of data for a statistical approach;
- qualitative content (customer feedback) to identify priority areas for improvement;
- automation to facilitate implementation without changing processes;
- the return on investment.
Artificial intelligence provides some answers, with Speech Analytics applied to the voice of the customer and to Quality Management processes