The Five Fundamentals of a Successful FCR Program
By Joe McFadden
Most companies start FCR programs to cut costs. With the average cost per call at around five dollars, each call avoided is five dollars saved and a 25% reduction in repeat calls can translate to millions of dollars in savings.
Unlike improvement programs that aim to reduce Average Handle Time (AHT) at the expense of quality, FCR encourages streamlining internal processes, and providing better feedback and support for agents so they can deliver the best service possible, while still helping balance the budget
Here are the five fundamentals of a successful FCR program:
1. Identify repeat calls accurately.
Measuring FCR seems relatively simple. After all, it’s basic math: “original calls without a repeat” divided by all “original calls.”
The challenge lies in distinguishing a repeat call from an “original call,” and knowing whether the customer called back for the same reason.
FCR algorithms use three main conditions to assess FCR for each call: if it was the same caller, if it was for the same reason, and if it occurred within a preset callback time window.
2. Know why customers are calling.
Categorizing calls has historically been difficult and expensive.
Tasking agents with tagging their own calls yields inaccurate incomplete data and costs you 2-4 seconds per call.
Relying on post-contact surveys, quality assurance logging, and speech analytics gives you an incomplete picture based on a random sample of calls (which is typically only 2-3% of all calls received in the first place).
The best way to determine call reasons is to analyze every call you receive, and the only consistent way to do it is through an automated FCR system.
3. Drive performance data to your front-line employees.
65% of all repeat calls are the result of agent errors. If an agent doesn’t give a confident answer, doesn’t set the proper expectations, doesn’t follow through on a commitment or simply gives a wrong answer, that customer will call back.
Not only does it keep your costs high, it also hurts the customer experience and decreases customer loyalty.
A performance management program give agents the ability to track their own progress, self-correct and compare their performance to peers with information via scorecards and dashboards that provide up-to-date, detailed views of performance and data trends over time.
4. Improve agent performance through actionable insights and targeted coaching.
Best practice demonstrate that contact center supervisors should spend at least 70% of their time coaching while in reality most spend less than 20%. Personalized attention, along with reference to actual calls, is proven to increase agents’ learning curve and improve their performance.
As a result of targeted coaching, overall efficiency goes up and agent attrition goes down.
5. Track the impact of your efforts.
By identifying and collecting the right data, you can begin to measure and improve FCR. You can also use it to uncover things that coaching alone can’t fix, such as policy or training problems.
FCR is a key performance indicator for contact centers. However, FCR is much more than just a metric. Reducing repeat calls requires a fundamental shift in the way managers and agents approach their jobs.
A successful FCR program can streamline internal processes, provide front-line employees with better insights into their performance, and empowers supervisors to coach individual agents in delivering the best service possible.
Enkata ( http://www.enkata.com ) is a leader and innovator in cloud-based customer experience analytics and workforce optimization. Enkata’s contact center and claims processing solutions are designed to address the key challenges facing managers at all levels of contact centers and claims operations.
We offer solutions for contact analysis, first contact resolution, and voice of the customer analysis and a set of comprehensive analytics designed to systematically track and improve employee performance, productivity, and compliance.