We are a service call centre dealing with basic call centre functions such as making reservations to more complex customer service enquiries. I have looked at various methods to calculate FCR but wondered if there were some examples out there as advice???? How can we monitor the business coming in and how we handle this effectively and efficiently and that calls get answered first time and are not re rerouted throughout the building. Can we do this via our QA? Should it be First call or first contact resolution?
Any advice would be much appreciated.
Thanks
First Call Resolution
Call Centre Helper Forum » Call Centre Management
(4 posts)
Posted 2 years ago
I would say that it would be best to look at first contact resolution.
There soes not seem to be any hard and fast rule, but the most common seems to be a second service related contact back into the contact centre in to weeks.
The hard bit is if the two contacts are related in any way.
Posted 2 years ago
I have used a number of methods in the past, it really depends what you are trying to achieve, by this I mean is it the amount of non demand activity that’s generated where a telephone call could have resolved the problem or simply the number of inbound calls that did not require the generation of some form of follow up.
Without understanding the model you operate,
It strikes me in the first instance and assuming your customer systems can cope with producing MI:
1. Take the total number of calls handled and compare these to the total number of follow ups created from a telephone call the percentage difference between the two will give an indication of how effective your front of house is in resolving demand activity, The same could be done with non demand activity depending on the flexibility of the customer system you operate.
2. I would also consider as suggested using your quality score card to measure an employee’s ability to deal with a customers demand/non demand activity right first time. For example you may what to have a score for providing clear and concise information or providing correct information.
How you measure FCR could also depend if you organization comes from a regulated industry I.E finance FSA of a non regulated industry.
As Jonty points out the challenge is identifying if two contacts are related.
Good luck hope it helps!!
Posted 1 year ago
Hello,
We are an outsourcing company who have several departments all taking a variety of calls, ranging from simple queries to more complex queries relating to legislation. There are several back office functions relating to each of these departments, many of which are dealt with via our client and are therefore out of our control. We monitor first call resolution, rather than first contact resolution. Due to the way we are set up we do not have first call resolution as a definition to measure CA's against when evaluating their calls as this would not be fair to them. Instead we have it as an additional section within or evaluation forms which the QA team completes. This section states whether this was the first call for the enquiry, if not how many other calls had been made, if so was the agent able to resolve the call or were further contacts required in order to resolve etc. This then allows me to report against it seperately to the rest of the CA's evaluation.
For us this was not extensive enough due to the % of calls which are evaluated. Therefore we also have a field within our systems which asks advisors whether the call was an avoidable contact. If it is they then have to categorize why, which includes whether the call was not resolved correctly first time. This then provides us with more data to report against, and allows us to identify whether we can improve the first call resolution or whether back office functions are contributing to the amount of calls which are not resolved first time and are resulting in repeat calls.
Hope this helps, good luck!
Posted 1 year ago
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