FCR is a key performance indicator for most contact centers. An FCR program encourages call centers to streamline their internal processes and provide better feedback and support for agents so they can deliver the best customer service possible. Boosting your call center’s FCR not only improves the customer experience but it also helps your company’s bottom line. Reducing the amount of callbacks with an FCR program by even 5% can save an enterprise millions in the long run.
Here are 3 tips to help boost your call center’s FCR and make sure your FCR initiative is a success:
1. Get a better understanding of why your customers are calling.
Is there an external (or even internal) process that forces your customers to call? Is one of your self-help service channels malfunctioning? Or, is there something fundamentally wrong with your actual product? If you can really understand all the reasons people are calling, and then why they’re calling back, you can adjust scripts, training, and processes to solve the problem on the first call. But getting true understanding of call reasons means looking past surveys, speech analytics and agent tagging. These methods have shown time and again that they cannot be both accurate and granular.
A great example of Enkata’s FCR in action was with a major bank. With Enkata, they found that people who changed address almost always called back a week or two later. Why? To order checks with the new address. By identifying accurate call reasons, and correlating the behaviors, Enkata helped this company eliminate tens of thousands of calls each year.
2. Focus on cleaning up agent-caller communications.
65% of all repeat calls are the result of agent errors. If an agent doesn’t give a confident answer, doesn’t set the proper expectations, doesn’t follow through on a commitment or simply gives a wrong answer, that customer will be forced to callback. Call center agents need to be very clear, concise and direct with callers so there is no confusion on either end. For instance, what if an agent told a customer they could expect a confirmation email about a particular service issue within the hour and it actually takes 3-5 hours for that service issue to actually be processed? After an hour the customer hasn’t received their email and they callback, wanting to know what the holdup is. This callback could have been avoided had the agent informed the customer properly (perhaps they need to be properly informed themselves!).
Again, being able to understand how the agents activities are driving repeat calls allows for quick and easy fixes that eliminate repeat calls. Enkata’s FCR product is one tool companies use to spot these repeats, understand the reasons for them, and change their process to eliminate them.
3. Get agent and customer feedback.
Your agents and customers are the ones that live with the impact initiatives up with to boost FCR, or monitor quality. So ask them how things are going. Sometimes what seems like a good idea on paper isn’t a good idea in practice. For example, surveys and additional post call work might seem like great tools to gather more data. But if they annoy customers and take agents away from calls, the cost might be higher than the benefit. Additionally, these tools are notoriously inaccurate. A particular process might help boost FCR but it also dramatically increases AHT, which means customers are waiting longer and longer to talk with a call center agent. Is that boost in FCR worth the increased hold time? Talk to your top performing agents and see what is and isn’t working for them to evaluate your efforts.
To read more about Reducing Customer Callbacks and Restarts check out our recent whitepaper on this topic.