how to systematically improve first contact resolution
DESCRIPTION
FCR is a quality process. Improve agent performance systematically along with the bottom line. These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.TRANSCRIPT
© U p s t r e a m W o r k s S o f t w a r e
© 2007 Upstream Works SoftwareAll Rights Reserved
How to Systematically Improve First Call Resolution
By Upstream Works
© U p s t r e a m W o r k s S o f t w a r e
FCR Intro
» Definition» Simple – one and done
» Same call reason» Complex – meet customer’s requirements
» Scope» Single channel – phone» Multi channel
» Voice of the customer» Repeat calls; surveys» How they interact with you
© U p s t r e a m W o r k s S o f t w a r e
FCR Improvement Process» Improve satisfaction
»Meet customer’s expectations
» Reduce contact volumes
» Reduce churn/ increase revenues
© U p s t r e a m W o r k s S o f t w a r e
FCR Improvement
» Improving FCR is a quality improvement process
» Drowning in a sea of data
» How do I use it?
» Define what metrics are needed
» FCR?» Agent FCR?» Root cause identification?
© U p s t r e a m W o r k s S o f t w a r e
Defining Quality» What is quality?
»Accuracy?
»Timeliness?
»Goodness?
» Quality is defined as meeting requirements
© U p s t r e a m W o r k s S o f t w a r e
Call Center Requirements
» Requirements are agreed upon
»Not one s ided demands
»Explicitly s tated»Sometimes implied
» Identified in policies or procedures
»May not be implic itly agreed to
»Causes churn
© U p s t r e a m W o r k s S o f t w a r e
Call Center Requirements
© U p s t r e a m W o r k s S o f t w a r e
Call Center Requirements» Set by policies – good or bad
» Requirements come from:
»External customers
»Agents
»Management
»The rest of the business
© U p s t r e a m W o r k s S o f t w a r e
Traditional Call Center Approach
» Monitoring agent calls
» Review based on internally defined metrics
» Meeting call center metrics
» Schedule adherence; AHT; service levels
» Customer satisfaction studies
» Areas of Misalignment
» Customer satis faction is usually ‘target-less’» Agents not measured on what is important to customer
© U p s t r e a m W o r k s S o f t w a r e
Realignment
»Call Center IS the voice of the customer internally
»360x360 customer experience view
»360 across all channels»Multi channel interaction management
»360 across all participants»Customer experience management
»Agent performance management
© U p s t r e a m W o r k s S o f t w a r e
Contact Space
» Where your customer interact with your business
» Regardless of channel or delivery mechanism
© U p s t r e a m W o r k s S o f t w a r e
How Contact Space Helps
» Ties together the two views you need to improve
» Customer experience view – where are we going wrong?
» Agent performance view – how do we fix it?
» Includes call center and business performance
© U p s t r e a m W o r k s S o f t w a r e
Measurement
» Key ingredient to improvement
» Measurement types» Management metrics » Forensic metrics
» “Actionable” business intelligence» Cradle to grave contact details
» Including agent and customer information» ‘Experience’ detail» Collection and analysis of this information
» Lets you manage the customer experience
© U p s t r e a m W o r k s S o f t w a r e
Quality Process» Determine the Process
» Measure It
» Determine the Impact
» Change the Process
» Evaluate
» Repeat
© U p s t r e a m W o r k s S o f t w a r e
Quality Process» Measure it
» Determine the process
» Determine the impact
» Change the process
» Evaluate
» Repeat
© U p s t r e a m W o r k s S o f t w a r e
Measurement
» Start measuring
» But:
» You don’t know exactly what to measure!
» FCR is a rearview mirror
» Best practices – measure everything!
» Interaction management for all interactions
© U p s t r e a m W o r k s S o f t w a r e
Determine Business Process» Determine the process
»Why are they calling? Call reason
»How do you handle the calls?
»How successful are you?
» Determine what are the agreed upon requirements
© U p s t r e a m W o r k s S o f t w a r e
Determine Impact
» Impact on cost
» Impact on customer satisfaction
»Customers at r isk !
» Determine root cause
» Focus groups
»Evaluate measurement information
»Not “ready, fire, aim!”
© U p s t r e a m W o r k s S o f t w a r e
Process Change» Design
» Implement
» Evaluate
» Move on to next area
© U p s t r e a m W o r k s S o f t w a r e
3D Quality Improvement» Requirements – voice of the customer
» Process – why people contact you
» Root Cause – what’s wrong and how do I fix it?
» Based on customer interaction details captured from contact space
© U p s t r e a m W o r k s S o f t w a r e
Interaction Detail
» Requires specific call, agent and customer detail
» Per transaction
» Per call reason
» May require specific call recording information
» Find one-off occurrences
» Find patterns and trends
© U p s t r e a m W o r k s S o f t w a r e
Making Do» Customer satisfaction information
» Call reason tracking
» Identifying repeat calls
» Agent tracking of problem issues
»Customer complaints
»Requirements known not met
© U p s t r e a m W o r k s S o f t w a r e
Improvement Process
» Executive commitment
» There is ROI for this improvement
» Education and communication
» Common goals and language
» Measurement
» Systematic quality improvement process
© U p s t r e a m W o r k s S o f t w a r e
Summary» Ongoing initiative
» Improvement process
» Measure deviations from the process
» Correct the root causes of deviations
» Measure the contact space
» Lets you own and manage the customer experience
© U p s t r e a m W o r k s S o f t w a r e
Business Interaction Management
Track and save the entire interaction as it happens. It’s easier to use and understand later
Provide in-your-face interaction context that’s role tailored for personalized service
Pre-built best practices analytics
©Upstream Works Software
© U p s t r e a m W o r k s S o f t w a r e
Customer Insights
Customer Experience
Performance
Improvement
Performance
Management
Training and Staffing
Process Improvemen
t
All customer channels
© U p s t r e a m W o r k s S o f t w a r e
Business Interaction Pain Points
» Problem: No methodology or technology used provides a single comprehensive and auditable view of how customers interact with a business.
» Result: Averages are used to allocate funds to drive customer loyalty and reduce costs across the multiple interaction channels in use today.
© U p s t r e a m W o r k s S o f t w a r e
Upstream Solution
» Upstream Works’ Business Interaction Management, makes the collective of customer interactions visible, accountable and controllable
» Combines technology and a methodology to track individual customer interactions across the business
» Links outcomes to supporting interactions
» Puts the collected information into a powerful form
» Compliments existing applications and infrastructure
© U p s t r e a m W o r k s S o f t w a r e
Next In Series
» FCR and the Complex Customer Interaction
www.upstreamworks.comDownload the whitepaper from our website: Increasing Call
Center Effectiveness Through First Call Resolution
See the FCR Webinar Series – Coming Soon to Youtube!