Existing customers who already know your product and company are the easiest and most predictable source of revenue.

Acquiring new customers is important, but also much more expensive. According to Invesp research, attracting new customers costs 5 times as much as keeping the existing ones.

To keep existing customers satisfied, a high level of call center service is extremely important. One of the key statistics to measuring customer satisfaction is FCR (First Call Resolution). It rates whether the customer’s problem or issue was resolved during the first interaction with company representatives. If the customer needs to make several calls in order to solve the problem, it leads to frustration and dissatisfaction. Thus, it is very important to make the FCR rate as high as possible.

Frequent calls from the same client means that the issue was not dealt with properly: the customer was routed to the wrong agent, agents do not have sufficient information on the issue, or your team is not trained well enough.

Dissatisfied clients lose their loyalty to the company. According to research, 50% of customers change the company they are doing business with because of unsatisfactory customer experiences. One out of six customers could be at risk after being frustrated with contact center interaction.

Low FCR rate not only causes customer dissatisfaction and, as a result, profit loss, but also reflects on call center operation costs. Repetitive calls from the customer not only takes up more of the agent’s time, but also other additional resources.

That’s why First Call Resolution should become a Key call center Performance Indicators (KPI).

 

Low First Call Resolution rate in the call center may be caused by:

• Lack of information

• Poor quality control

• Lack of authority to solve problems

• Agents are unaware of recent changes or events

• Agents give customers incorrect or unclear information

• Long hold times

Here are some tips on how to increase the First Call Resolution rate in your call center:

Analyze your FCR rate. Find repeat callers.

Frequent calls from the same customer means that the issue was not resolved properly. Utilize speech analytics to discover repeat calls. Listen to call recordings. Analyze reasons. Note it in separate file. Gather statistics to be able to improve call performance in the future.

Survey your customer to indicate customer service satisfaction level and FCR

Before call completion, ask your customers: “Have we completely answered your questions today?” or “Have you previously contacted us with this issue?”.

Customer feedback will help you to determine repeat callers and understand what problems are not solved during the first interaction and why. Satisfied customers will help you with better sales lead tracking.

Explain the importance of FCR to your agents. Set goals and targets.

Your agents might be not aware about the importance of FCR. Explain it to them. Agree on data collection method. Set clear First Call Resolution goals and start monitoring them.

Good work has to be rewarded. Inspire your agents and set a reward for high FCR rate achievement.

Implement FCR into your training program.

Before starting work at the call center, each employee should go through detailed training. Even the best communicators need to be taught call control techniques, sales methods, and company communication standards.

Conduct short trainings for your staff on a weekly basis. More experienced staff members might share their experiences or practices with younger staff.

 

Provide updated information on new services, products, policies, prices.

In order to explain something to the client or know how best to solve issues, your agents must know everything about the product: advantages and disadvantages, key issues that might appear, billing process etc. They also should be updated if any changes to the product are applied.

Set a knowledge database that might be reached easily. Your agents’ knowledge of the product influences FCR and customer satisfaction directly.

Listen to your agents’ feedback on possible improvements.

Your agents communicate with customers on a daily basis. They are the best source for feedback on the product or service. Ask your agents how FCR rate can be improved. Take note of their recommendations and implement what you consider to be the best.

Before call completion, ask your customers: “Have we completely answered your questions today?” or “Have you previously contacted us with this issue?”.

Customer feedback will help you to determine repeat callers and understand what problems are not solved during the first interaction and why.