First Call Resolution
Enterprises record calls and customer interactions, performing Quality Assurance (QA) evaluations in order to improve their customer’s experience, and their own business performance. No matter how fine-tuned your enterprise processes are, every contact center gets repeat calls. Industry reports indicate that approximately 65% of inbound calls are resolved on the first call. That means that 35% of customers are forced to call back to get their issue taken care of. Some customers won’t even bother to call back resulting in lost revenues, brand erosion, and lost customers. Repeat callers and the problem of first call resolution (FCR) is so important, because multiple calls for the same reason account for up to 15% of a contact centers annual budget.1
The question is how do you handle repeat callers, and are you even aware of how many times your customers called you back for the same reason. One of the components that is missing, especially in large contact centers with hundreds of agent calls, is a solution to listen to all of your customer calls, monitor all customer interactions, and only report or flag the instances that need to be reviewed.
Why First Call Resolution Matters1
- Reduce operating cost –a huge opportunity to reduce your center’s operating cost.
- Improve customer satisfaction – 1% improvement in first call resolution yields a 1% improvement in customer satisfaction; the absence of first call resolution is the biggest driver of customer dissatisfaction.
- Increase opportunities to sell – when a customer call is resolved you increase the customer cross-selling acceptance rate by 20%.
- Improve employee satisfaction – high employee satisfaction means higher first call resolution; stress is very high on employees who handle 2nd or 3rd customer calls.
- Reduce customers at risk – if a customer’s problem is resolved in the 1st call, only 1% of those customers are at risk to go to your competitors.
Quality Monitoring (QM) and Quality Assurance (QA) systems can help prevent bad habits from becoming common place, and ensure call center agents get all the details just right. However, due to QA costs, most contact centers are forced to only sample calls for the purpose of QA – missing a great deal of available information that is valuable for improving the customer experience and performance.
The answer is to automate the entire QA process with automated speech analytics. AQA using speech analytics identifies and flags only the calls that need attention per pre-set guidelines or profiles. Discovering the reasons for repeat calls can be found using Speech and Desktop analytics and Customer Surveys. In today’s business 100% of calls and transactions must be captured, monitored and evaluated in order to achieve the performance targets. However, there is a major challenge in conducting quality and liability management for 100% of calls or desktop transactions.
Example 1 – by answering three simple questions it is easy to see why first call resolution matters:
Q1. How many agents do you have?
Q2. What is the average duration of calls recorded per agent per day?
A2. 6 hours
Q3. What is the number of business day you work per month?
A3. 21 days
The formula here is a total of 50 agents X 6 hours of recorded calls X 21 days = 6,300 hours of recorded calls per month. Typically, a QA supervisor can only listen to a maximum of 120 hours of recorded calls per month. That means you need to have 50 QA supervisors to do 100% QA for 50 agents – at a huge cost of over $2.5M per year. That is why many contact centers still rely on call sampling – missing important calls, interactions and trends every day.
First Call Resolution Solution
The FCR solution is to apply analytics-based QA to automate and conduct 100% QA on all calls and interactions. This will enable you to discover and resolve problems with agents, processes or subjects (such as products or services), that cause repeat calls. Automating the QA process has become affordable for contact centers of all sizes, and certainly not at a premium of $2.5M/year for 50 QA supervisors required to QA without automation.
Example 2 –
- A contact center has 100 agents
- Repeat call rate is 60%
- That means 60 agents are handling only repeat calls
- Using speech and desktop analytics, repeat calls are reduced by 20%
- This is a savings of 20 agents handling repeat calls
20 * $5,000/Month → $60,000/Month → $720,000/Year
A significant savings with a real return on investment.
Benefits of an Automated QA Solution
- Users can define QA scoring templates
- Speech analytics will automatically analyze each call against the QA template and records the scores
- Speech analytics use phonetics engine that processes the analysis extremely fast
- Results can be directly and automatically disseminated to various organizations, or
- Can be further evaluated by a small group of QA supervisors
Implementing Automated Quality Assurance
As with any advanced technology such as analytics, it is important to find a vendor that will work with you to fulfill your specific needs and environment. This should first begin with a complete review of your issues, challenges and root causes of concern, and the capability to uncover trending information. The only way to really understand the issues and create a solution is to use your own data and implement a solution using your own operating processes. Implementing an automated quality assurance solution has a demonstrable return on investment and can improve your customers as well as your employees’ satisfaction.
Fully Automated Quality Monitoring for High Volume Contact Centers http://ubm.io/2eqgP8i