3CLogic's Contact Center Blog

First Call Resolution has been the subject of many recent studies, which show that a high FCR rate is vital to the success of your contact center. In fact according to ICMI, 12% of cus­tomers leave if it takes 2 or more calls to resolve their issue. But while the concept of FCR may seem simple, “properly resolve customer issues on the first call,” putting this into practice and measuring this “metric” is a lot more complicated than simply focusing on a percentage. Here are a few tips to boost FCR, and to ensure the FCR percentage you are recording is an accurate reflection of your call center.

It has been well demonstrated that Customer Service can affect a business just as much as catchy advertising slogans or the newest innovative product. Take the new Apple watch. It has been advertised as the next big thing to the point where it’s impossible not to be aware of it. But as with any new form of innovative technology, people are bound to have general questions, troubleshooting needs, and bug issues. This is where a strong and robust customer service platform comes into play.

Eight out of ten consumers rate speed of service as the number one factor to a great service experience. But still, customer service representatives fail to answer their questions 50% of the time, causing first call resolution (FCR) rates to be extremely low. What is going wrong?

• Mismatch of agent skills with customer needs: 26% of customers report being routed from one agent to another without any resolution of their problem or inquiry

• Inability to quickly access customers’ account information: 60% of low first call resolution rates are due to an agent’s inability to quickly access customer information

• Inefficient processes and inadequate training: 60% of repeat calls are process or training driven

As consumer demands and expectations continue to rapidly evolve, many businesses have turned to advanced software-as-a-service solutions (CRM, Ticketing, WFM, WFO, Telephony) to assist in the daily management of their client relationships and potential prospects. But while individually beneficial as stand alone solutions, many enterprise businesses are still finding it difficult to satisfy the expectations of their respective consumers. Why? Because SaaS solutions are not the answer –integrated solutions are.

Agent retention has long been a challenge for contact centers.  With annual turnover rates averaging 35% across all call centers, 50% in larger call centers, and 60% in those performing outbound dialing campaigns, the issue is hard to ignore.  Factor in additional agent turnover costs, ranging anywhere between 60-200% of an employee’s salary, and the issue becomes downright painful.   

Not convinced?  Consider a 1,000-seat contact center with a 60% employee turnover rate spends approximately $2.4MM in turnover costs.  Factor in the additional affect on employee morale, the ongoing loss in intellectual property, and the long-term affect on customer service and the cost significantly grows beyond the immediate operational expenses. Regardless of if you are just getting started or represent a large enterprise, agent retention is nothing to ignore.