Improving First Contact Resolution in Customer Service

James Purcell/ June 13, 2016/ blog

FCR (First Contact Resolution) in a Call Centre

First contact resolution is one of the most important metrics in customer service. Improving the FCR rate means that more calls can be answered in a timely manner. This boosts a company’s customer service levels, and our clients gain a reputation for having great customer service.

Pinpoint the Issue 

Summarising the call at the conclusion point allows the customer care representative to determine if any details have been omitted. Isolating these specifics allows the customer care representative to achieve a 100% success rate.

Product Knowledge

Customer care representatives must have an in-depth knowledge of the product or service being offered. Most of the time the answers to customer questions will fall outside the FAQ’s or “script” and for this reason, every call centre should have regular refresher training sessions

Try to Avoid Conflicting KPI’s

If your business focuses too much on reducing average handling times this will no doubt drive FCR rates down. There needs to be a happy medium but if you desire more first call resolutions you must give customer care representatives the time to collaborate with the customers to find the solution.

Analyzing Escalations

Analysing and documenting the calls that have been escalated can help to identify trends. Certified trainers within the call centre can train customer care representatives to answer these escalated calls by imparting the necessary knowledge. As a result, there will be fewer calls escalated.