Hi
I am working on a project in our call centre regarding first call resolution - looking into how to calculate FCR and putting together a proposal. Does anyone have any ideas about the costs associated with increasing FCR? I need to put some costings into the proposal - so that management can see the benefit of FCR as a tool for reducing operational costs, along with the benefits of improved customer sats.
Hi Space,
Do you have a grip of your current "cost per call" within your contact centre?
If you're able to determine this, and you kow the number of outbound call efforts and other efforts that are required, you could do a simple model consisting of the number of repeat calls that will disappear when implementing first call resolution strategies. Admittedly, your call length might increase due to FCR... so that will need to also be taken into account.
I accept this is a very simplistic model. But it might give you an indicator as to the size of the prize, as I like to call it :-)
Let me know if this helps.
Kind regards
Gene
Hi Space
You will also need to consider the cost of fixing the problem for FCR. There will be an element which is down to training, contact centre systems etc but there will also be significant process changes within the business which could make FCR more achievable. For example you may identify that a number of callbacks are due to "where is my order" calls. If agents don't have track and trace or real time restock information on their desktop then they will need to call a courier/supplier and call the customer back. The cost of implementation would need to be built into your model or may mean that they would need to be subtracted from Gene's "prize" figure because it is prohibitive.
One other thing, Space...
I've recently received a side deck on the benefits of first call resolution. It talks about the benefits, the challenges and some market research findings on FCR.
Let me know if you would like me to send it over to you.
Kind regards
Gene
I am working on a Business case for Large Complex Contact Centre to implement FCR measures and FCR Improvement. Looking help towards identifying the following - Current Industry Challenges around FCR, FCR Metrics, Industry Adoption of FCR , Industry Benchmarks around FCR, How to improve FCR. Any good preso available? Many Thanks in advance...
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