In our previous blog, we have said that contact center can effectively influence the Key Performance Indicator (KPI). It is the recent rage for all contact centers. However, they are not created equally. It is a good idea to evaluate the metrics, but the contact centers have to make sure that they are collecting the right one.
- What does the contact centers do as soon as they collect the data?
- What are those data, which contact centers collect?
The contact center manager’s focuses on the call handling times, wrap-up time and call scripting measures as these metrics helps to boost contact center performance. However, many argue that they are not the right metrics, which can bring change to contact centers.
Fusion uses the performance metrics that measure from the inside looking out, trying to look on the contact center ability in a turnaround way. The effectiveness thus measured by our customers and not the client companies.
Among that, the most influential KPI is FCR (First Call Resolution). If you improve the first call rate, then the customer becomes happy with the company whose product they have bought. Moreover, if the agents are able to handle the customers in the first call instead of three, then it cuts the cost by two-third.
According to Oke Eleazu, vice-president of the Institute of Customer Service, who remarked in the survey done on the first call resolution released by Panviva – customers refers to connect to that agent who can solve their problems almost instantly. Therefore, the business owners who want their contact center support deliver good customer service must look into the FCR rate of the outsourcing partner. With FCR, you are able to get an actionable measure and thus improve the customer experience.
It is hard to deal with the traditional metrics. Being in the contact center world for years, Fusion knows that, you have many ways to deal with traditional metrics, but most of them are less-scientific methods. Many times, the managers can ask the agent to check off a box at the end of the communication if the problem has been resolved. However, this aspect is subjective as agent may be wrong. Call monitoring is similarly a subjective and labor-intensive method, and even the use of CRM software reduces the agent subjectivity nowadays.
Well the key is something different. At Fusion, we gather the different types of FCR related information, which indicates how frequently the customers contact the company and number of repeat calls made by them.
Influx of Social Media Channels
With the use of social media, extra customer channels and decentralized contact centers, in the midst of all improving FCR is no doubt a difficult challenge. In such case, the outsourcing companies can install the Business Process Guidance (BPG) system. However, agents at times, may not have the proper knowledge on the particular problem and cannot get through the first call. Therefore, they need to have access to the real-time detailed knowledge, hidden in the existing system.
What is your FCR percentage?
Is it 60%?
What does that denotes?
Well, that is the benchmark, which you can use to measure the future increments. It also denotes that only 60% of the customer has received solution through the first contact and 40% of the customers get their problem solved at the second or the third call. According to the study done by the Ascent Group, KPI ranges from 30% to 98%. In such a perspective, 60% may not be detrimental.
It is time to do something and implement the right process to get significant data and bring changes. At Fusion, we make it work by gaining initial baseline management and thus increase the call center performance.