Online Newsletter for Call
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume XXII, Issue 7
Date: July 1, 2011 - FCR - Revisited Yet Again
A typical customer will not call back. Not only does this keep costs high, but it decreases customer loyalty and increases turnover. In addition, SQM Group suggests there is a 20% point drop in customer satisfaction for each additional call required to resolve the customer call. (SQP Group, FCR 2008, p. 3) Additionally, customers who did not get their call resolved are 5 times more likely to defect than those who had their call resolved (p. 5).
An Ascent Group Study in 2009 and
2010 reported the Top 5 Ways to Achieve FCR.
You can see how the numbers have escalated in
Top 5 Ways to Achieve FCR
1. Focused FCR Training 28% 41%
2. Incorporating FCR into Monitory/
Coaching 30 59
3. Root Cause Analysis 33 61
4. Improving FCR Communication/
Agent Awareness 49 65
5. Process Improvement 52 71
If we add Focused FCR Training and
Improving FCR Communication and Agent Awareness (which I believe fall into the
training arena) there was a 44% increase from the 2009 to 2010 study.
In a study by ICMI (International
Customer Management Institute) it was reported that 65% of all repeat calls are
the result of agent errors.
An example is if the employee:
1) Doesn’t give a confident answer
2) Doesn’t set the proper expectations
3) Doesn’t follow through on a commitment
4) Simply gives the wrong answer
Business Review's article Stop Trying to Delight Your Customers 2011
noted:45% of repeat calls in a study stemmed from emotional disconnects between customers and reps, i.e., situation in which the customer didn't trust the rep's information, didn't like the answer given, and had the impression the rep was hiding behind general company policy.
believe this is a training issue.
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