Monthly Newsletter
Online Newsletter for Call
Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume XXI, Issue 2
Date: February 1, 2010 - Techniques for Measuring FCR
Six Common techniques for measuring FCR-- according to Service Agility (ContactCenterPipeline.com, March, 2009, p. 17)
|
Methods |
Advantages |
Disadvantages |
|
1. Agent self-reporting |
Ease of implementation |
Agent bias |
|
|
Minimal investment required |
No way to correlate to customer callback on the same issue |
|
2. Ask caller at end of call
3. Quality Monitoring System
4. Post-call surveys (IVR)
5. Post-call surveys (follow up call)
6. FCR-tracking technology |
Based on customer’s perspective Minimal investment required
Utilizes existing formalized quality program QA team can validate all agent activity, including communication to customer and accuracy of documentation and follow up Ability to analyze results by call type and identify process improvement and call center training opportunities Ability to provide FCR-focused feedback and coaching to the call-handling agent Provides immediate feedback from the customer’s perspective Moderate investment required No bias if customer opts for survey Ability to provide FCR-focused feedback and coaching to the call-handling agent Provides immediate feedback from the customer’s perspective Moderate cost to support Ability to provide FCR-focused feedback and coaching to the call-handling agent Measures performance by call type Identification of process improvement opportunities Ability to track FCR by call type Provides immediate feedback from the customer’s perspective Moderate cost to support Ability to provide FCR-focused feedback and coaching to the call-handling agent
Measures performance by call type Identification of process improvement opportunities Ability to track FCR by call type
|
Customer may not know if the issue has been resolved until later No way to correlate to a customer callback on the same issue Can be costly to get significant sample size Based on subjectivity of QA team
Customer may not know if the issue has been resolved until later Agent bias if it’s their option to offer the survey
Customer may not know if the issue has been resolved until later Difficult to reach customers
Major investment required If customer calls back from work, cell phone or other phone number data may not be captured |
Research by TARP Worldwide found that agent self reporting typically results in
20% higher FCR than customer reported methods--reinforcing the importance of
using several measuring techniques, like those suggested above, and then
correlating the results, identifying the gaps, and initiating adjustments as
needed. By evaluating the types of calls that are not resolved on first
contact, you can determine common causes and revamp training, workflow, and
coaching accordingly.
We believe the best practice for measuring FCR is:
1) Ask the customer – ultimately they are the determining factor
2) If the customer completes a survey, there should be questions that ask, “Was your call resolved?” and “How many calls did you made to resolve your call?”
3) If the customer said the call was resolved in one call, then that customer experienced FCR
4) If the call is transferred and the next person resolves the issue--without the customer having to call back--it is still FCR. The customer only made the one call.
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