The unfulfilled promise of CRM was to capture customer interactions with your business. This gap is filled by using business interaction management. See how interaction capture and management can drive signifcant improvement for FCR.
6. 10 Steps to FCR
1. Be reliable and consistent
2. Be accurate and auditable
3. Cover all calls and other types of contacts
7. 10 Steps to FCR
4. Actionable down to the individual agent,
individual customer, and individual interaction
level
5. Repeat reasons should be identifiable
6. Repeat reasons should be accurate and
manageable
8. 10 Steps to FCR
7. FCR rates should be able to be presented in
real time
8. Should be usable for agent incentives
9. Should be usable for coaching
10.Should be an ongoing and sustainable
process
9. 5 Ways to Measure FCR
• No single mechanism is 100% accurate
• Multiple methods provide more detail
• Measure to improve!
10. #1 – Agent Logs
• Simple measurement
• Shows a clear management focus on FCR
• Real time measurement
• Biased by agent’s perceptions and motivation
• Manual process
• Minimal improvement detail
11. #2 – CRM / Case Management
• CRM application must have history support
Could be an IT project
• Manual process
• All calls and call types are not tracked
Number of calls ≠ number of cases
• Requires single CRM application
12. #3* - Surveys
• Direct sampling of customer satisfaction rates
Can have a negative impact on customer sat
• Subject to survey bias
• Must be immediate
• Not actionable to the agent level
Can’t use for agent incentives
* - OK if you’re following along the series, I’ve collapsed these three into a single category!
13. #4 – Speech Analytics
• 80% Accurate
• Pinpoint simple errors on calls
• Subject to reviewer’s opinion
• May lack detail for improvement
• Sampling technology - prohibits related (original)
call evaluation
14. #5 – Repeat Call Tracking
• Automatically collected
• Provides ‘actionable detail’
• Evaluates 100% of calls
• Does not rely on “impressions”
• Provide tactical and strategic improvement
details
• Provides agent management metrics that are fair
16. Test - What Song is This?
always at be by can’t doin’ don’t ever free girl
going got I I’m know me night no now oh really
see set side sleep so wanna what yeah you your
• All the words are here
• Repeated words are removed
• The relationships between the words has been removed!
17. always at be by can’t doin’ don’t ever free girl
going got i i’m know me night no now oh really
see set side sleep so wanna what yeah you your
19. You Really Got Me – The Kinks
Girl, you really got me goin'
You got me so I don't know what I'm doin'
Yeah, you really got me now
You got me so I can't sleep at night
Yeah, you really got me now
You got me so I don't know what I'm doin', now
Oh yeah, you really got me now
You got me so I can't sleep at night
You really got me
You really got me
You really got me
As I said, relationships are important!
20. Fixing FCR
• Statistics 60% are agent related issues
But that includes:
• Training problems
• Complex process issues
• Lack of process issues
• Manage the customer experience by
managing the agents!
21. FCR in the Details
• Without the details you hit a brick wall
Low hanging fruit only
No information to manage agents
• FCR detailed for every interaction!
Same customer
Same call reason
Timeframe for that call reason
22. FCR in the Details
• Provides information that is
Detailed
Not subjective
Fair
Unassailable
• Managed call driver compliance
• Uses solve rate for targeted coaching
24. FCR Based Performance Management
Managing agents based on
whether or not they solve
a specific type of call properly.
25. Current PM techniques
• Performance Management Problem:
Can’t identify and eliminate customers at risk
• You can identify if someone tweets bad things
about you but can’t determine what they did in the
call center
• Solution:
Business Interaction Management
Identify risky and repeat calling patterns
• Huge opportunity for recovery
• Directly affect customer churn and Life Time Value
26. Current PM techniques
• Performance Management Problem:
Cannot relate efficiency to effectiveness
• If a call is NOT solved, the call was too long
(regardless of length)
• Solution:
Business Interaction Management
Connect customer and agent experiences
• Find that some agents make it worse on the first
call
• Poor processes driving multiple call backs / issues
27. Current PM techniques
• Performance Management Problem:
Call Centers are managed to averages
• AHT for any call type
• All calls are measured the same
• Solution:
Business Interaction Management
Differentiate between call types
Manage specific call types / interactions
• Gets agents working faster
• Specific call type coaching
28. Tying it all together
• Managed call reason tracking
• Customer surveys
• Call recording
29. The Answer
Interaction tracking and management inter-relates
agent and customer experience and provides tools
that can be used for ongoing day to day
management.
30. FCR Repeat Call Details…
• are ideal for managing agents
• provide a system for ongoing improvement
• target surveys to agents and interaction chains
• locate and improve call recording usefulness
• are core to business interaction management
31. 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
33. 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.
34. 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
35. Next In Series
First Call Resolution: How Does Email Impact
Customer Satisfaction?
www.upstreamworks.com
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