The Ultimate 7 Tips to Excel at First Contact Resolution

By increasing means of communication (chat, email, text and social media) First Call Resolution (FCR) have become on the First Contact Resolution. While technology has driven ever-changing customer service practices, customer expectations for service speed and efficiency have changed very little. Resolution at first contact is more than ever an essential performance indicator to which call centers must pay the utmost attention. According to studies, 70% of customers consider this item to be the most important factor when interacting with a business. Despite this, only 10% of companies feel they excel in this area.

The higher your first call resolution rate, the more positive your customer experience and the higher your customer lifetime value (CLTV). FCR is also a good indicator of whether your agents like their work. And it directly impacts your center’s bottom line by improving margins, reducing churn, and turning customers into brand evangelists.

Here are seven tips to excel at first contact resolution and totally satisfy your customer’s needs.

 

  1. Well trained agents.

One of the easiest ways to improve FCR is to make sure your agents are right for the job.

Your agents are on the front lines of your customer service. Training your front-line agents in the practical aspects of your business operations might be expensive in the short term, but it will be the best investment you have ever made.  Knowledgeable frontline agents are your best guarantees for a high FCR.

Agents should be well-trained on how to identify a repeat call and report the same. When a repeat call is received, they should tag it. So, it can be collected for future reporting and quality assurance purposes.

 

  1. Understand the needs of the client

To solve customer problems at the first interaction, it is extremely important to understand their needs. It is therefore necessary that the agents ask them specific questions and listen carefully. Although the call scripts can guide and save time, a conversational approach, emphasizing the spontaneity of the dialogue, will help to put the clients at ease and can only increase the chances of a fast resolution. At the end of each interaction, agents must also ensure that customers are satisfied with the proposed solution and that they have no additional questions.

 

  1. Optimize your omni-channel approach

A good start to implementing first contact resolution is to implement an optimized omni-channel strategy. In this way, your brand can identify the preferred channels of the customers and ensure that agents consistently deliver the best services. While it is usually best to stay on one channel to solve a problem, it can sometimes be more appropriate to switch the client to another channel, to discuss with them in a more personal and thorough way. Agents should not be afraid to spend too much time with a customer. It’s better to prolong an interaction and solve the problem than to force an unsatisfied customer to contact your company many times.

 

  1. Solicit customer feedback

After each interaction, ask customers if they are willing to answer a short survey. Make sure you ask them specific questions about their experience, and encourage them to respond freely. By understanding better how to improve your experience it will be easier to solve the needs of your customers at first contact.

 

  1. Take a proactive approach

Through proactive customer service, your company shows that it recognizes that the time of its customers is valuable. By regularly monitoring its channels, your brand will be able to understand where agents can be most useful, and identify technologies that are not working optimally. Similarly, consider keeping your agents in regular training so that they can continue to gain self-confidence and adapt to changing technologies and your business.

 

  1. Incentivize FCR superstars

If managers want to improve the FCR rate they have to institute incentive programs among employees who hit the requisite numbers.  This incentive can be tied in with other perks and can be in the form of bonuses, promotions and recognition.

 

  1. Chat with call center agents

Institute a system of soliciting feedback from your agents.  They deal with customers all day long and can provide insights on what changes can be made to improve FCR rate.  In particular, ask about workflow, systems and processes that need to be tweaked or implemented to achieve higher rates.

Agent feedback is valuable information from the perspective of improving customer service. Identify recurring customer issues and also discuss operational issues within the organization that could interfere with the service. Leverage this information to revise call scripts, streamline service processes, and set goals and procedures for agents to know exactly how to get the best out of themselves.

 

Last considerations…

Increasing your FCR (First Call Resolution / First Contact Resolution) rate is extremely important if you want to provide the best customer service. Setting up the resolution at first contact can be a challenge for many companies because of the multitude of factors that need to be considered. By taking a proactive approach and never neglecting the customer’s point of view when making decisions, your company can better satisfy your customers as soon as they contact you. To deliver the very best in customer services, discover Call Center Pros, a leader in customer service solutions.

99 Responses to “The Ultimate 7 Tips to Excel at First Contact Resolution”

  1. Woah! I’m really digging the template/theme of this website.
    It’s simple, yet effective. A lot of times it’s challenging to
    get that “perfect balance” between usability and appearance.
    I must say you have done a great job with this. In addition, the blog loads super fast for me on Firefox.

    Excellent Blog!

    #cuacuonnguyengia #cuacuonnguyengia

    Với ước mong đem đến sự hài lòng tối
    đa cho người tiêu dùng, Nguyễn Gia đã đầu tư hàng ngũ tư vấn để
    đáp lại mọi thắc mắc thắc mắc do vậy mong muốn và đóng góp về cửa cuốn. Hãy liên hệ ngay với đơn vị
    chúng tôi thông qua tin tức liên lạc bên dưới, mọi vấn đề
    khó hiểu của người mua sắm sẽ được đáp trả mau chóng.

    CÔNG TY TNHH TM TƯ VẤN QUỐC TẾ NGUYỄN GIA
    Điện thoại: 0903.05.01.37 – 0903.04.01.37 – 028.6681.7586
    Website: cuacuonnguyengia.com
    Địa điểm: 899 Hoàng Sa. Phường 11. Quận 3.
    TP.HCM
    Tags: cửa cuốn, cua cuon, cửa cuốn đức, cua cuon duc,
    giá cửa cuốn

  2. I have to thank you for the efforts you have put in penning this website. I am hoping to see the same high-grade content by you later on as well. In truth, your creative writing abilities has encouraged me to get my own blog now 😉

  3. This page really has all of the information and facts I wanted about this subject and didn’t know who to ask.

  4. Thanks for finally talking about > Tips to Excel
    at First Contact Resolution | Call Center Pros < Liked it!

  5. hey there and thank you for your information – I have
    certainly picked up anything new from right here.
    I did however expertise several technical issues using this site, since
    I experienced to reload the site a lot of times previous to I could get it
    to load properly. I had been wondering if your web hosting is OK?
    Not that I am complaining, but slow loading instances times will often affect your placement in google and can damage your
    high quality score if advertising and marketing
    with Adwords. Well I am adding this RSS to my e-mail and could look out
    for a lot more of your respective fascinating content.

    Ensure that you update this again soon.

  6. Does your blog have a contact page? I’m having problems locating it but, I’d like to send you an email.
    I’ve got some creative ideas for your blog you might be
    interested in hearing. Either way, great website and I look forward to seeing it
    develop over time.

  7. I think this is one of the most vital information for me.
    And i am glad reading your article. But should remark on some general things, The website
    style is ideal, the articles is really nice : D. Good job, cheers

  8. Howdy! Someone in my Myspace group shared this website with us so I came
    to give it a look. I’m definitely loving the information. I’m book-marking and will be tweeting this to my followers!
    Great blog and excellent style and design.

  9. Howdy! Do you know if they make any plugins to protect against hackers?
    I’m kinda paranoid about losing everything I’ve worked
    hard on. Any recommendations?

  10. I have read several just right stuff here. Certainly worth bookmarking for revisiting.
    I surprise how much effort you set to create any such
    wonderful informative website.

  11. An outstanding share! I have just forwarded this onto a coworker who was
    conducting a little homework on this. And he actually
    bought me breakfast due to the fact that I discovered it for him…
    lol. So let me reword this…. Thank YOU for the meal!!
    But yeah, thanx for spending time to talk about this issue
    here on your blog.

  12. Hello there, just became aware of your blog through Google, and found that it’s really informative.

    I’m gonna watch out for brussels. I will appreciate
    if you continue this in future. A lot of people will be benefited
    from your writing. Cheers!

  13. Thanks for a marvelous posting! I genuinely enjoyed reading it,
    you can be a great author.I will be sure to bookmark your blog and will
    eventually come back at some point. I want to encourage you to ultimately continue your great work,
    have a nice morning!

  14. Excellent post. I was checking continuously this blog and I am impressed!
    Very helpful info specially the last part 🙂 I care for such
    information a lot. I was looking for this certain info for a very long time.
    Thank you and good luck.

  15. Undeniably consider that which you stated. Your favourite justification seemed
    to be at the net the simplest thing to understand
    of. I say to you, I certainly get irked
    at the same time as other folks consider issues that
    they just don’t understand about. You managed to hit the nail upon the highest as well as outlined out
    the whole thing without having side effect , folks can take a
    signal. Will likely be back to get more. Thanks

  16. I like the valuable information you supply to your articles.
    I’ll bookmark your weblog and take a look at again right here regularly.
    I’m moderately sure I’ll learn many new stuff right here!

    Good luck for the following!

  17. Pretty! This was an extremely wonderful post.

    Thank you for supplying this information.

  18. In my opinion, callcenterpros.com does a great job of handling subjects of this sort. Even if sometimes intentionally contentious, the posts are generally thoughtful and stimulating.

  19. I’m gratified with the way that callcenterpros.com covers this sort of issue! Generally to the point, often controversial, consistently well-researched as well as challenging.

  20. Heya i’m for the first time here. I found this board and I find It
    really helpful & it helped me out a lot. I’m hoping to present one thing back and help others such as you helped
    me.

  21. I’m not sure exactly why but this site is loading incredibly slow for me.

    Is anyone else having this issue or is it a problem on my end?
    I’ll check back later and see if the problem still exists.

  22. I don’t know whether it’s just me or if everyone else encountering problems
    with your website. It appears as if some of the written text in your posts are running off the screen. Can someone
    else please provide feedback and let me know if
    this is happening to them too? This might be a issue with my internet browser because I’ve had this happen previously.
    Kudos

  23. Greetings from Ohio! I’m bored to death at
    work so I decided to check out your site on my iphone during lunch break.
    I love the knowledge you present here and can’t wait to take a look when I get home.
    I’m surprised at how fast your blog loaded on my cell phone ..
    I’m not even using WIFI, just 3G .. Anyhow, amazing blog!

  24. Greetings from Carolina! I’m bored at work so I decided to check out your site on my iphone during lunch break.
    I love the info you present here and can’t wait to take a look when I get home.

    I’m amazed at how quick your blog loaded on my cell phone ..

    I’m not even using WIFI, just 3G .. Anyhow, superb site!

  25. I simply could not depart your site before suggesting that I extremely loved the standard info
    an individual provide on your visitors? Is going to be again steadily in order to
    inspect new posts

  26. I have been surfing online greater than 3 hours these days, but I by no means discovered any attention-grabbing article like yours. It’s pretty worth sufficient for me. Personally, if all site owners and bloggers made excellent content as you did, the internet can be a lot more helpful than ever before. I really love your blog.. Very nice colors & theme. Did you build this site yourself? Please reply back as I’m looking to create my own personal site and want to find out where you got this from or what the theme is named. Kudos! Ahaa, its nice dialogue regarding this article here at this website, I have read all that, so at this time me also commenting at this place.

  27. It’s awesome to visit this website and reading the views of all colleagues about this
    post, while I am also zealous of getting knowledge.

  28. Quality posts is the secret to interest the people to pay a quick visit the web page, that’s what this web site is providing.

  29. Very informative blog article.Really looking forward to read more. Great.

  30. It’s remarkable to pay a visit this web page and reading the views of all friends about this post,
    while I am also keen of getting experience.

  31. Hi there! I know this is kind of off-topic but I needed to ask.
    Does managing a well-established blog such as yours take a massive amount work?
    I am completely new to operating a blog but I do write in my journal
    daily. I’d like to start a blog so I can easily share my personal experience and thoughts online.
    Please let me know if you have any recommendations or tips for new aspiring
    bloggers. Thankyou!

  32. Heya i’m for the first time here. I came across this board and
    I to find It really helpful & it helped me out much.
    I’m hoping to provide one thing again and aid others like
    you helped me.

  33. I am sure this article has touched all the internet viewers, its really really nice article on building up new weblog.

  34. I believe that is among the most significant info for me.
    And i’m happy reading your article. But want to statement on few
    basic issues, The web site style is ideal, the articles is really
    nice : D. Just right task, cheers

  35. Good site! I truly love how it is easy on my eyes and the data are well written. I’m wondering how I might be notified whenever a new post has been made. I’ve subscribed to your RSS feed which must do the trick! Have a great day!

  36. Aw, this was an extremely nice post. Taking a few minutes and actual effort to create a good article… but what
    can I say… I hesitate a whole lot and don’t seem to get nearly
    anything done.

  37. Thanks for sharing your info. I really appreciate your efforts and I am waiting for your next write ups thank you once again.

  38. What’s up, of course this post is really fastidious and I have learned lot of things from it about blogging.
    thanks.

  39. Aw, this was a really nice post. In thought I would like to put in writing like this SB Com moreover – taking time and actual effort to make an excellent article… but what can I say… I procrastinate alot and on no account appear to get one thing done.

  40. I don’t even know the way I stopped up right here, but I thought this submit was once
    great. I don’t realize who you’re but definitely you are going to a famous blogger
    when you aren’t already. Cheers!

  41. Have you ever considered about adding a little bit more than just your articles? I mean, what you say is valuable and all. But just imagine if you added some great pictures or videos to give your posts more, “pop”! Your content is excellent but with images and video clips, this website could undeniably be one of the most beneficial in its field.Fantastic blog!

  42. I’m not that much of a online reader to be honest but your blogs really nice,
    keep it up! I’ll go ahead and bookmark your site
    to come back later on. Cheers

  43. These are really enormous ideas in on the topic of blogging.
    You have touched some pleasant things here.
    Any way keep up writing. Way cool! Some very valid points!
    I appreciate you writing this post and the rest of the website
    is really good. I am sure this post has touched all the internet viewers, its really
    really fastidious article on building up new website.
    https://www.shaadimatchbook.com

Leave a Reply

XHTML: You can use these tags: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <s> <strike> <strong>