Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. Calls that are unresolved, require multiple contact points or—worst of all—are dropped can frustrate customers to the point of no return. In fact, 63% of customers churn after a bad experience.*
FCR calculates the percentage of incoming customer calls that are completely “resolved” on the first attempt. The challenge is accurately tracking whether a particular customer has actually received a resolution they are satisfied with and will not need to call back. Nevertheless, FCR is a key metric to measure and understand since a high FCR greatly improves customer satisfaction and reduces the cost of callbacks, which can significantly improve your bottom line.
Unresolved callbacks not only create more work for your agents, they also often come with added customer frustration. Tired of repeating themselves or feeling misunderstood, customers may become indignant or outright rude toward your agents. This stress, in turn, feeds into employee attrition rates—a major call center pain point.
of callers expect agents to be more qualified to resolve complex issues
of agents are overwhelmed with handling complex requests today
Research shows a
correlation between FCR and customer satisfaction improvements by percentage
Improve Your Customer Journey from End to End
Step 1: Improve FCR with U-Assist
You can eliminate more than 90% of human error by automating mundane tasks using RPA. U-Assist frees your agents to focus on more complex requests and allows you to troubleshoot any issues and train your agents to more effectively deliver on FCR—all in real-time.
Step 2: Digitize Customer Self-Service
For simple tasks, like making payments or checking account balances, digital self-service offers customers a convenient and confidential alternative to speaking with an agent. By making the digital journey as easy, frictionless and instant as possible, companies can simultaneously improve FCR and customer satisfaction—without even engaging your call center.
Step 3: Be Proactive (and Predictive)
You can solve a customer’s problem—before they’re even aware of it—with proactive engagement. By helping your agents manage customer expectations after a critical event, such as a new claim, purchase, or billing change, you can avoid subsequent issues in the customer’s journey. With a fully connected omnichannel that anticipates potential issues and engages customers before they contact you, you can reduce customer effort and increase FCR.