First Call Resolution questions

Hi All,

I am currently a QA for a call centre in SA, and would like to know if anyone has tips for first call resolution

Hi Vilen,

FCR is a worthy goal.

In short here are a few facts that we have found.

Call recording QM only samples calls and typically agents get 4 replayed calls per month.

Speech analytics cannot tell if a caller is recalling unless they say there are.

Caller Line Identity, does not pick up callers ringing in on lines that are not listed on the customer account or if they are barring their number send.

Post Call IVR surveys, firstly they are sample based so no universal coverage and secondly strong evidence exists to suggest the silent majority don't do them and this is also true for post call structured telephone interviews.

Agent tagging, when you give agents responsibility for repeat call reasons (a) If caller does not say they are repeat calling its missed (b)when agents are asked to identify the repeat call came as a result of a colleague, they don't record it and in one piece of work its been shown repeat rates have actually risen under this method! (c) game keeper and poacher syndrome

The future is customer enterprise analytics which uses algorithmics to process the maths you need to identify repeats at agent level. Banks in the States such as Chase, BNY Mellon have pioneered this method and reduced repeat call volumes massively.

Hope this helps

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