Monthly Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume XX, Issue 12

Date: December 1, 2009 - FCR - Once Again Revisited

Once again it is time to revisit FCR.  There are quite a number of new studies and statistics, which I want to share with you.

Enkata’s white paper (2009 www.enkata.com) reports that only 40% of centers are measuring FCR, SQM Group puts the percentage at 50% (SQM’s World Class Call Center Book excerpt, p. 1), and less than 20% are measuring FCR for all of their calls according to a study by ICMI (International Customer Management Institute).  Do you fall into one of these categories?  I hope not.

It was further noted that 65% of all repeat calls are the result of agent errors.  For instance, if an agent:

1)    Doesn’t give a confident answer

2)    Doesn’t set the proper expectations

3)    Doesn’t follow through on a commitment

4)    Simply gives the wrong answer

A typical customer will not call back.  Not only does this keep costs high, but it decreases customer loyalty and increases turnover. 

In addition, SQM Group suggests there is a 20% point drop in customer satisfaction for each additional call required to resolve the customer call. (SQP Group, FCR 2008, p. 3)  Additionally, customers who did not get their call resolved are 5 times more likely to defect than those who had their call resolved (p. 5).

On the other hand, improving FCR can

1)     Reduce overall customer calls

2)    Decrease rework

3)    Improve service

4)    Enhance customer satisfaction

5)    Up-sell and cross-sell opportunities

6)    High value customer interactions

7)    Take customers from satisfied to loyal

First Call Resolution still remains the #1 driver of customer satisfaction. 

 

2009 Human Technologies Global, Inc. All rights reserved. www.human-technologies.com

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