roundtable: best practices in first call resolution (fcr)
TRANSCRIPT
BEST PRACTICES IN FIRST CALL RESOLUTION
AUGUST 2014
Sean Murphy, Director, Product Marketing, Speech Analytics, Genesys
Clark Hill, Solution Expert, NICE Systems
Scott Merritt, Transformation Specialist, OpenSpan
Ted Bray, Vice President of Marketing, Virtual Hold Technology
© 2014 Virtual Hold Technology. All rights reserved.
First Contact Resolution:A Key Component In Your Customer Service Strategy
Ted Bray
Vice President, Marketing
Virtual Hold Technology
© 2014 Virtual Hold Technology. All rights reserved.
“Loyal customers come back more often, buy additional products and services, refer their friends, provide valuable feedback, cost less to serve, and are less price sensitive.”
© 2014 Virtual Hold Technology. All rights reserved.
“How likely is it that you would recommend this company, or this product or service, to a friend or colleague?”
© 2014 Virtual Hold Technology. All rights reserved.
“The key to increasing customer loyalty is reducing customer effort…Having to contact the company more than once to resolve the problem is the biggest key of all, delivering a massive potential negative impact on loyalty.”
© 2014 Virtual Hold Technology. All rights reserved.
• Bedrock
• Find the low hanging fruit
• Interpretation matters
© 2014 Virtual Hold Technology. All rights reserved.
Let’s Connect!
Ted BrayVice President, MarketingVirtual Hold Technology
[email protected]@ted_braywww.linkedin.com/in/tedbray+1 330 670 2256
Types of FCR Drivers
XThe original problem was not resolved on the first call
The first call created a future need that could have and
should have been addressed on the same call
Best Practices - Three Pillars
Defining & Understanding
the Customer Journey
Understand the Voice
of the Customer (VOC)
Closing the Loop the first
Time (Taking Action)
Interaction Analytics Desktop AnalyticsCustomer Engagement
Analytics
Best Practices – FCR Process
Understand and Accept the Issue – Qualify & Quantify
Analyze Structured &
Unstructured Data
Listen to the True VOC
and why they are calling
Understand the Customer
Journey
Determine the
Drivers & Root
Causes of the Issue
Create or Use Guidelines /
Measurements / KPIs /
Benchmarks
Measure FCR before,
during and after action
Adopt an on-going
process of “Measure-
Analyze-Implement”
Verify the action
taken had the desired
impact
“Nothing is an island”
FCR Impacts (DSAT,
AHT, Escalations,
Churn, etc.)
Monitor
Impact on
other Metrics
Take Action – Closing the Loop
Provide in-call relevant agent guidance
Automate processes where possible to reduce errors & prevent the next call
Use Predictive Analytics
Predictive Analytics
“I want to activate
my new iPhone”
“I want to setup an
email account on
my iPhone”
30%
Call Back72 Hours later…
Predictive Analytics
Predictive Analytics
“Do you need help
setting up email on
your iPhone?”
“I want to activate
my new iPhone”
First Contact Resolution
One of the world’s largest
insurance companies
Faced a large amount of
repeat calls
The company found that
agents tell customers
‘you’ll receive this in 5-7
business days’,
generating many repeat
calls. They started a
‘state the date’ initiative,
where agents use a
simple tool to provide an
exact date.
24%
Reduced repeat
calls by:
$400,000 In saving
Background &
ChallengesThe Implementation The Impact
THANK YOU
FOR MORE INFORMATION,
VISIT OUR SITE AT WWW.NICE.COM
OR EMAIL US @ [email protected]
Follow NICE Systems on Twitter: @NICESystems_NA
Like us on Facebook: NICE Systems
CRMXchange Roundtable Webinar: Best Practices in First Contact Resolution (FCR)Scott Merritt
Transformation Specialist
FCR Challenges
25
Desktop complexityimpedes the agent
Lack of visibility intothe customer journey
Repeat contact acrossall interaction channels
Multi-Channel Touchpoints
Brick & Mortar Branches
Contact Center Web Support
26
FCR Strategies
AgentKnowledge
Systems andInformation Access
CallRouting
EscalationStrategy
Closed LoopAnalysis
If you would like more information, feel free to send us an email or give us a call.
US/Canada: +1 (678) 527-5400, (877) 733-1136
UK: +44 (0) 207 043 3573
India: +91 80 40300 780
www.openspan.com
Thank You!
28
Join the OpenSpan conversation!
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.30
Industry Average FCR Performance
FCR68%
Non-FCR32%
Average % Resolved on the First Call
Source: Service Quality Measurement Group (SQM) http://www.sqmgroup.com/fcr-metric-that-matters-most#
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.31
The Importance of FCR
Source: Service Quality Measurement Group (SQM) http://www.sqmgroup.com/fcr-metric-that-matters-most#
1% Improvementin Customer Satisfaction
Every 1% Improvement
in FCR
Cross-Sell & Up-Sell Success Rates are 20% Higher on Calls When the Customer’s Issue
is Resolved
1% 1%
20%
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.32
Branch ContactCenterMobile AppWebsite Back Office
Purchase Journey
Onboarding Journey
Account Change Journey
Renewal and Repurchase Journey
Problem Resolution Journey
A Single Customer Journey Spans Many Channels/Depts.
Purchase Journey
Onboarding Journey
Account Change Journey
Renewal and Repurchase Journey
Problem Resolution Journey
Branch ContactCenterMobile AppWebsite Back Office
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.33
The Relationship Between NPS and Transfers
Incorrect classification of calls, and routing to agents with minimal skill set were the biggest drivers of poor NPS results.
0
1
2
3
4
5
6
7
8
9
10
0 100 200 300 400 500 600 700
Zero Call Transfers
0
1
2
3
4
5
6
7
8
9
10
0 100 200 300 400 500 600 700
1 Call Transfer
0
2
4
6
8
10
0 100 200 300 400 500 600 700
2 or More Transfers
NPS NPS
NPS
Seconds Seconds
Seconds
Avg 8.8 NPS score
Avg 5.6 NPS score
Avg 3.1 NPS score
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.34
Limited Visibility with Traditional Quality Mngmt.
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.34
Random Sampling
CallRecordings
• Manual, labor intensive
• Only feasible to review 2% or less of randomly selected calls
• Other contact channels monitored separately
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.35
3 Steps to Improving FCR
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.35
1
2
3
Capture and analyze the entire
customer journey across all
channels as well as all sites
Accurate Forecasting & Planning,
Classification & Delivery of
Interactions to Skilled Agents
Analyze and Uncover the Root
Causes of Repeat Contacts
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.36
Single
Platform
Single Platform Reduces Manual Effort
• All channels in one (UQ)
• Single user & skill administration
• Blending of Interactions
• Business Rules drive routing
• One source for Statistics & Reports
• SIP Integration eliminates PBX
• Integrated recording lowers TCO & enables the entire customer journey to be captured and analyzed
Benefits of Contact Center Suite
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.37
Integration of Routing and Planning
Front Office
Back Office
“Changes to the schedule drive routing decisions and put the operations team firmly in control.”
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.38
Which Call Types Generate the Most Repeats?
• Speech Analytics-driven call classification uncovers which call types are generating more callbacks
• Drill-down further to discover what is causing the repeats: process, policy, technology, etc.
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.39
Which Agents are Driving Repeat Contacts?
• Some agents have over four times the repeat contact rates of other agents
• Interaction Analytics-driven contact classification enables quick assessment of where each agent needs help, and can trigger training/coaching workflows
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.40
Turning Analytics in to Action
Auto-TriggeredWorkflows
Interactions
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.40
Analytics-driven Workforce Optimization
Interaction Analytics
PhraseRecognition
“This is the third time I’ve called”
WorkforceOptimization
Knowledge Assessments
Statistical Analysis
CustomerFeedback
CallRecordings
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.41
Continuous Workforce Optimization
Front Office
Back Office
WorkforceOptimization
WorkDistribution
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.42
Tips for Effectively Measuring & Improving FCR
Ensure that every interaction is accurately classified and delivered to the appropriately skilled agent, who is scheduled and available to resolve the issue at that particular time
Leverage Interaction Analytics to identify the root causes of repeat contacts and trigger workflows to improve performance
Capture & analyze the entire customer journey – across all channels, but also across all sites (i.e. through site transfers)
BEST PRACTICES IN FIRST CALL RESOLUTION
AUGUST 2014
Sean Murphy, Director, Product Marketing, Speech Analytics, Genesys
www.genesys.com
Clark Hill, Solution Expert, NICE Systems
www.nice.com
Scott Merritt, Transformation Specialist, OpenSpan
www.openspan.com
Ted Bray, Vice President of Marketing, Virtual Hold Technology
www.virtualhold.com