Hi there - I manage an inbound IT help desk and am currently reviewing our targets. Is there is a tool or formula that you can use to calculate realistic measurements?
Looking specifically at First Call Resolution, Calls Answered within 20seconds, Abandonment %.
Our current targets are very confusing - ie 95% of calls to be answered within 20s and FCR of 60% - we can't do both obviously - so trying to find the right balance.
Any help/guidance/advice welcome!
Hi Ellie
I'm not sure that I have understood your question fully; however I hope the following helps.
Speed to answer and FCR are two different measures in my view; speed to answer is about taking an inbound call and how quickly you’re able to do this. FCR in my mind is the amount of calls that did not require follow up work. I.e. calls answered against the volume of calls that required follow up.
This being the case then your percentage of calls answered will only ever be achieved provided you have the resource to deal with your inbound call volume within the agreed SLA.
FCR is more about how skilled the people taking the calls are in dealing with and understanding the user’s problem to get it resolved without completing a follow up call.
Clearly if your AHT is extended because of the complexity of the enquiries being received then one of three things could happen/occur.
1. You don't meet your SLA for calls answered.
2. Your resource levels are not in-line with your AHT
3. Your frontline staff need to have more skills or tools to enable them to deal with enquiry types faster.
I have always measured FCR on the basis of the follow-ups that are created against the number of calls answered.
i.e. 1000 calls answered with 500 follow ups being created = 50% FCR
I guess in the end it all depends on the amount of resource you want to or are allowed to carry to meet your 95/20 i would suggest a 80/20.
By having them as seperate measures I would then use a RAG status based on predefined rules to give an overall RAG performance state.
One thing to think about on the abandonment KPI is at what point a call is classed as abandoned i.e. if the caller hangs up within 5 seconds then this may not be counted in addition to those calls that abandon before the call is answered.
I hope that helps
Neil
It's nice to be able to evidence that we call centre managers are now getting the fact that no matter how quickly you pick up a call, you can still make me really unhappy as a customer if the person I get through to is incompetent, inept or untrained to handle my call.
In this day and age we have seen the light and recognise that FCR or e2e resolution, whichever you prefer is much more effective in the contribution the call centre provides to the business and customer satisfaction. Let's face it we could all play queue busting all day, but it will be incredibly inefficient.
Customer Satisfaction and FCR are the qualitative metrics that are the future......
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