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You may be facing a number of issues that are preventing your team from achieving a high FCR rate. These problems can range from lack of agent training to inadequate technology and can have a significant impact on customer satisfaction and agent productivity.
The consequences of low FCR rates can be severe. Not only do they lead to dissatisfied customers and poor customer retention, but they also result in increased costs and wasted resources as agents must handle multiple interactions to resolve a single inquiry.
Fortunately, there are steps that you can take to improve your FCR rate and boost customer satisfaction and agent productivity. By addressing the underlying problems and implementing effective solutions, you can unlock the key to a successful contact center.

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Summary

As a manager of a contact center, you are well aware of the importance of first call resolution (FCR) as a metric to track. FCR measures how well your team handles customer inquiries on the first try, and a high rate means satisfied customers and efficient agents. However, achieving a high FCR rate can be a challenge.

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In this guide, we will explore the problems that impede FCR in contact centers and provide solutions for improving this vital metric. We will examine issues such as lack of agent training, inadequate technology, and more. By addressing these problems and implementing effective solutions, managers can improve their FCR rate and create a more successful contact center.

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Introduction

First call resolution (FCR) is a crucial metric for any contact center. It measures how well a team handles customer inquiries on the first try, and a high rate means satisfied customers and efficient agents. However, achieving a high FCR rate can be a challenge for many managers.

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Lets begin by first defining how FCR is calculated:

First Call Resolution (FCR) is typically calculated by dividing the number of customer inquiries that are resolved on the first call (from the resolvable list) by the total number of customer inquiries received. The resulting percentage represents the FCR rate. The resolvable list is an agreed to list that specifies which type of calls are expected to be resolved on first call and which are not.

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So the First Call Resolution then becomes: ((Resolvable Calls Closed At First Touch By The Contact Center With Reassignment Count = 0 and Reopen Count = 0)/ Total Resolvable Calls Opened By The Contact Center) * 100

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If you wanted the First Call Efficiency (FCE) or First Time Fix (FTF), then it would be ((Calls Closed At First Touch By The Contact Center With Reassignment Count = 0 and Reopen Count = 0)/ Total Calls Opened By The Contact Center) * 100

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It's important to note that the definition and calculation of FCR may vary depending on the specific organization or industry. Some organizations may include additional factors such as call transfers or callbacks in their calculation of FCR. It's essential to establish a clear definition and calculation method for FCR within your organization to ensure accurate and consistent tracking.

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Problem Overview

There are a number of issues that can prevent a contact center from achieving a high FCR rate. These problems can range from lack of agent training to inadequate technology and can have a significant impact on customer satisfaction and agent productivity. Below are some of the most common problems that managers may face when trying to improve FCR.

  1. Lack of agent training: Agents who are not properly trained may not have the knowledge and skills necessary to resolve customer inquiries on the first try.
  2. Inadequate technology: Outdated or malfunctioning technology can make it difficult for agents to access information and assist customers effectively.
  3. Poorly designed processes: Inefficient processes can make it difficult for agents to quickly and easily resolve customer inquiries.
  4. Insufficient resources: A lack of resources, such as staff or budget, can make it difficult for managers to address FCR issues.
  5. High call volume: A high volume of calls can lead to increased pressure on agents and make it more difficult to resolve customer inquiries on the first try.

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Solution Overview

While the problems listed above can present significant challenges for managers, there are solutions that can help improve FCR. By addressing the underlying issues and implementing effective strategies, managers can create a more successful contact center. Below are some solutions for the problems listed above.

  1. Provide comprehensive agent training: Ensuring that agents have the knowledge and skills necessary to resolve customer inquiries is crucial to achieving a high FCR rate.
  2. Invest in updated technology: Modern technology can make it easier for agents to access information and assist customers effectively, thus improving the chances of first call resolution.
  3. Streamline processes: By simplifying and streamlining processes, managers can make it easier for agents to quickly and efficiently resolve customer inquiries.
  4. Increase resources: Investing in more staff or budget can help managers address FCR issues and improve overall performance.
  5. Implement call volume management strategies: Strategies such as call queuing or call prioritization can help manage high call volumes and reduce pressure on agents.
  6. Strengthen skills and training management program which includes skill gap analysis at regular intervals
  7. Strengthen the knowledgebase and ensure there is a knowledge management program in place to provide current and accurate information
  8. Strengthen the total quality management program to ensure that calls, tickets, surveys and other sources of work are being looked at to improve the overall quality.
  9. Strengthen the service performance management program. Specifically, the reporting and measurements system to track and trend the team's performance.
  10. Strengthen the service performance management program. Specifically, the analytics and optimization system to ensure insights are being harvested from their performance and recommendations are being made to drive improvement.
  11. Strengthen the continual service improvement program. Ensure all observations and findings are being tracked in the CSI register and improvement is being made.
  12. Strengthen employee engagement, enablement, and empowerment systems. Specifically, implement an awards and recognition program. Having engaged and connected employees will contribute to the FCR results.

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Conclusion

First call resolution (FCR) is a vital metric for any contact center, and achieving a high rate is essential for customer satisfaction and agent productivity. However, managers may face a number of issues that impede FCR, such as lack of agent training, inadequate technology, and more. By addressing these problems and implementing effective solutions, managers can improve their FCR rate and create a more successful contact center.

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Call to Action

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Exercise: What elements of the Operational Management Framework do you think have an impact on FCR?

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