best practices for first contact resolution crmxchange...jeremy starcher, vp, business development...

Best Practices For First Contact Resolution

CRMXchange

Barry Knack, Manager, Professional Services, inContact

Jeremy Starcher, VP, Business Development & Hosted Strategies,

Virtual Hold Technology

Brian Laroche, Product Marketing Manager, CallMiner

Best Practices in First Contact Resolution

Barry Knack

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See the “Whole Picture”

oSeeing just one angle isn’t enough anymore!

oCombination of technologies:• Call recording – 100% (bonus points if you add Screen Capture)

• Speech Analytics

• Survey (phone or web)

oYour “Total Picture of Quality”• Aim to limit the SD between QM and Survey scores

• Gear survey questions to FCR considerations

oThe data is there, now what are you going to do with it?

3



Respond (Based on the Data)

oSomething! Anything!• You will be further ahead than at least half of your competition!

oDon’t let your data disappear into a black hole• Especially if you are soliciting feedback

• It is far worse to ask for feedback and do nothing with it, then to not ask for feedback at all!

oCoach, coach, and then coach

4



How to Make It Count with Your People

oInvolve them in the process• QM form and Survey question creation

• QM calibration

oCoach, based on the data• Explain the “why”

• What’s in it for the agent?

• Incentivizing

5



inContact Customer Interaction Cloud

6

Our flexible cloud-based software helps contact

centers efficiently support their customers with

personalized interactions. The result is high

customer satisfaction, low attrition, and brand

loyalty.

Recognized leader and cloud pioneer

Industry's best-published service level agreement

of 99.99%

6 Billion Interactions

Used by 175,000+ cloud contact center agents

Over 100 Fortune 500 / Global 2000 clients

Used in over 100 countries

More industry experience than any other cloud

contact center vendor

www.incontact.com

http://www.incontact.com/

FIRST CONTACT RESOLUTION, CALLBACK & THE DIGITAL REVOLUTION


Jeremy StarcherCallback Evangelist

Callback affect on FCR (voice) Callback affect on FCR (digital)

ivr queue agent

The Voice Experience

Expect customers to navigate IVR successfully

ivr queue agent



Depend on properly routing call to queue & gauging staffing needs accurately

ivr queue agent




Focus on training, systems and access to CRM data to assist customer with solving their problem

ivr queue agent





Call center industry average is

70%First Call Resolution

ivr queue agent





Call center industry average is

70%First Call Resolution

Customer’s who are offered callback…

• Have a more positive perception of interaction• Are more likely to rate agent as courteous & knowledgeable• Are 4.7% more likely to consider their issue resolved

3x’s more tolerant of a delay in service

Willing to tolerate 300% as much hold time

Customers who receive a callback are…

3% more likely to be brand promoters

CASE STUDY: LARGE TELECOMMUNICATIONS COMPANY

Delivers +3 million callbacks each year across voice, web & mobile

Callback allows the customer to shift their attention from waiting on hold to something more productive, giving them a fresh perspective when they do speak with an agent.

Callback affect on FCR (voice) Callback affect on FCR (digital)

57-85% OF CALL QUEUES BEGIN ON A DIGITAL CHANNEL

Customer’s feel constrained when they start in a digital channel only to have to complete a new process or repeat a completed process when they transition to the voice channel.

Digital callback applications…

• Increase routing / queuing effectiveness• Provide contextual data to the agent• Remove the frustration of hold• Negates the need to repeat processes • Ultimately drives satisfaction and FCR

CASE STUDY: LARGE TELECOMMUNICATIONS COMPANY

Delivers +3 million callbacks each year across voice, web & mobile

Transitioning customers from digital channels to voice with callback improves satisfaction and First Call Resolution.

USE DIGITAL CONTEXT TO BYPASS REDUNDANT PROCESSES

USE CALLBACK TO SEPARATE THE EMOTIONAL EXPERIENCE OF HOLD TIME

USE CALLBACK TO LOWER ABANDON RATES DURING PERIOD OF LONG HOLD TIMES

USE “CALL ME” APPLICATIONS TO TRANSITION FROM DIGITAL TO VOICE

5 TIPS FOR USING CALLBACK TO POSITIVELY AFFECT FCR & SATISFACTION

USE DIGITAL CONTEXT TO PROVIDE ENTIRE CUSTOMER CONTEXT TO AGENT

www.virtualhold.com @VirtualHold Virtual Hold Technology

http://www.virtualhold.com/

CRMXchangeRoundtable


Proprietary & Confidential, CallMiner Inc.24

The “New World Order” of Social Media and it’s Impact on Poor FCR/CSAT Scores

Customerpurchases

product

Then posts about their experience

Has interaction with Contact Center Center


First Call Resolution is not a Function, it’s a Result!

Achieving ideal customer outcomes is the result of getting the balance right between all of the elements associated with interactions in your contact center

Systems People Process Policy Products Service

Proprietary & Confidential, CallMiner Inc.

"If you can't measure it, you can't improve it.“

Peter Drucker

The Simple Value of Automated Interaction Analytics


How Interaction Analytics help improve FCR results?

Analyze all interactions, not just a 1% < sampling

Root Cause Analysis - Discover the Drivers for Repeat Calls

Provides ideal agent performance scoring and feedback system

Track & trend customer sentiment

Customer Journey insights

Validate or refute entered disposition codes

Proprietary & Confidential, CallMiner Inc.

Post Contact Analytics

Performance evaluation

Contact drivers

First call resolution

Trend tracking/analysis

Ad hoc search

Discovery

Omni-channel

Customer Journey Mapping

Root cause analysis

Handling efficiency

Business intelligence

Real-Time Analytics

Monitoring, alerting

Decision support

Next-best-action guidance

Script adherence

Offer assistance

Supervisor shadowing

Escalation

Call intervention

Course correction

Agent Training/Development

Improved outcomes

Two Types of Interaction Analytics

Customers can use each independently or together


Transcription &

acoustic measurements(redacted)

Use case specific

automated tagging(language patterning)

Compliance, behavior &

targeted coaching and

marketing insight

Use case specific

Scoring, trending

& tracking

100%Interactions

Audio

Values

Metadata

Values

AgitationChats

Surveys

Text

Messages

Emails

Twitter

Word Tempo

Silence

Agent Info

IVR Details

Caller Info

CRM Data

WFO Data

Calls

With metadata

Interaction Analytics - Explained


Measuring First Call Resolution Categories (example)Beyond surveys and sample monitoring, Interaction Analytics evaluates and score key trends and metrics such as customer sentiment, AHT and agent behavior

understandability language

Processmentions

escalations

acoustic agitation

holds - transfers

confusion

tagging(language patterning

and acoustics) FCR score insight

AHT

high silence

compliments

positive comments

negative comments

churn mentions


The Power of Interaction Analytics in the Quest for FCRIdentifying the optimal path to first call resolution


Think Lower AHT always produces higher FCR Rates?

Let your analytics reveal the ideal interaction, protocol and process to identify what, when and where lie the optimal path to first call resolution. Sometimes it is longer than you think! Not always!


Identify opportunities for systematic improvements and self-service opportunities

Adhoc discovery in speech analytics can quickly uncover repeat contact themes in customer conversations such as “password re-set” that could be efficiently handled by an IVR Option or deflected to Web self service

Common Theme“Password”


Using Automated Analytics for Immediate & Relevant Agent Coaching Opportunities

Quickly identifies FCR impacting behaviors at the agent, team and organization level

Delivers a fair, non-subjective and universally applied scoring system

Provides near real time targeting coaching opportunities to quickly address issues causing repeat call activity

Self performance feedback tool (Agent and peers)

Provides the opportunity to gauge feedback success on next day’s activity


CallMiner


1. Measure language, acoustics and metadata to provide root cause analysis for repeat contact drivers

2. Identify opportunities for systematic improvements and self-service opportunities

3. Evaluate and score key trends and metrics such as customer sentiment, AHT, and agent behavior

4. Track customer journey over multi-channels of communication

5. Provide actionable insights to agents and coaches to improve agent performance, CSAT and operational efficiency

6. Create measurable and sustainable ROI while achieving optimal contact outcomes


Thanks !

Phone (781) 547-4052 email: [email protected]

Websites: www.callminer.comwww.engagementoptimization.com

mailto:[email protected]

http://www.callminer.com/

http://www.engagementoptimization.com/

Best Practices For First Contact Resolution

CRMXchange

Q&A

Barry Knack, Manager, Professional Services, inContact

Jeremy Starcher, VP, Business Development & Hosted Strategies,


Brian Laroche, Product Marketing Manager, CallMiner

best practices for first contact resolution crmxchange...jeremy starcher, vp, business development...

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