FCR (First Call Resolution) is a process that needs the best handling if you want a constant growth of your company. If addressed timely and correctly, it may help reduce call volume, promoting customer satisfaction in the very first contacts. Having FCR count in record is an easy going process, but gathering data and then formulating it as a follow-up is far tricky. Through Live Chat Call Centre software and analytics we keep a steady tracking, measuring and acting on FCR to make this measurement effective for your company’s ongoing as well as upcoming prospects.

FCR means dealing with the customers in their first contact the way they are not left with any ambiguity or dilemma to be resolved. It requires a sound knowledge base, seamless software and smart advisors and Live Chat has got keystones in all three. To measure this metric we take following steps:

For concrete and consistent calculation we use two formulas that vary in application from company to company in regard with their requirements.

i- FCR = resolved incidents on the first contact/total incidents x 100%

ii- FCR = total resolved incidents – total responded incidents/total incidents x 100%

Our process sets in with defining a specific time period which will be considered for the evaluation of FCR. It may differ from weeks to month and can be random or targeted.

After defining time period we work on collecting data. We extract information from all sources i.e. call logs, ADR (Automatic Call Distribution), IVR (Interactive Voice Response), post-call surveys and CRM data. Our collection also includes the data of outbound calls that agents make in order to resolve issues. This data is precise imprints of call duration, caller’s ID, reason for call (sales, support or technical), tracking DNIS, responding agent, relevant department and customer satisfaction level. These figures are rightly gathered in customers’ call logs of CRM for a red alert backup to respond.

Trashing unnecessary data gives us clear insights into personalized customers’ experience. After compilation, we flag the data that doesn’t fall in the pre-defined timeframe and specific area to be observed. These sweepings comprise irrelevant calls, wrong numbers, internal calls, employees’ calls and calls with incorrect data. We eliminate all these debris from our main spreadsheet for future findings.

Our next step is to record all inbound and outbound call data in the given time frame. This data includes repeat calls, abandoned calls, lost calls while transfer and outbound calls to the customers. We keep the calls in record as long as they meet our inclusion criteria.

After finding out total calls, we separate the repeat calls and call backs that means any call from same person even by different numbers in a designated time period. After it we compile a repeat call data in comparison with our pre-defined ‘Contact Window’ (24 hrs or 16 business hrs). This data is used for root cause analysis and also for first call resolution count.

We further categorize the repeat call in a more meaningful easy to access way. This division is based on classified detail of technical support, billing, general requests, sales, legal and marketing, manufacture and human resource. This reasoning enables us to cast the best logics and solutions in response of customers’ queries.

Carry forwarding our prior steps we evolve the most applicable formulas for identifying time period, department, call type, agent’s FCR and overall FCR. A quick look into all these recipes along with variables helps us compare performance, detect root cause and focus on inefficiencies.

FCR being an intricate metric can’t be measured like one way traffic flow. We follow both internal and external measurements to come up with the best analysis. We compare our external factors (recent contact surveys, after-call surveys, CSAT survey and overall surveys) with internal surveys (agent log, repeat call count and call quality monitoring) to find out FCR and pinpoint loopholes.

Once we have got the database of our FCR, we readily go for working on improvements. For it we take following measures:

• We identify the root cause to find out trends, inefficiencies and further data-driven decision planning.
• We dive into our customers’ feelings and behaviors that enable us to fulfill their needs. The more a company knows its customers, the better it serves.
• Once we get to know that why customers call and what impacts to increase FCR, we work on optimizing our support frame.
• We engage our agents in total ownership process that gives them a complete domain. This way an agent works more efficiently till ‘closed’ rather than handing the issue to another.
• A database view of faulty processes, policies and procedures help us eliminate useless red tape and allows the agents to resolve the issues using their own capabilities.
• We provide an increase automation and self-service with compact FAQ and Knowledge base detail. It verily reduces call volume and improves FCR.
• We keep optimizing our online content that enables our agents to direct the traffic towards their best real time solutions.
• Agents are the hub points of a call centre and we keep them fine tuned through training sessions, motivational incentives and equipping them with sound knowledge base.
• Our analytics maintain a direct communication with experienced as well as new or seasoned agents that helps improve our FCR in the real time.

• FCR results in a reduction of call cost. The decrease in call repetition directly affects the call operations that involve agents’ energy as well as revenue.
• Rendering your customers the best solutions in the very first call enhances their satisfaction that generates them towards your loyal users.
• FCR surveys give us a clear analysis that which of our agents are performing best. This evaluation helps us reward the most deserving ones that end up on a happy, ready to serve task force.
• Happy customers are encouraged for more up sale and cross sale that rightly causes an increase in revenue.

FRC is one of the most effective KPI that has a direct impact on every fact and figure of a call centre. So we never overlook it and keep evaluating and optimizing it to meet your company’s set goals.