Monthly Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume XXI, Issue 2

Date: February 1, 2010 - Techniques for Measuring FCR

Six Common techniques for measuring FCR-- according to Service Agility (ContactCenterPipeline.com, March, 2009, p. 17)                            

Methods

Advantages

Disadvantages

1.         Agent self-reporting

Ease of implementation

Agent bias

 

Minimal investment required

No way to correlate to customer callback on the same issue

2.        Ask caller at end of call

 

 

 

 

3.        Quality Monitoring System

 

 

 

 

 

 

 

 

 

 

 

 

4.        Post-call surveys (IVR)

 

 

 

 

 

 

 

5.        Post-call surveys (follow up call)

 

 

 

 

 

 

6.        FCR-tracking technology

Based on customer’s perspective

Minimal investment required

 

 Utilizes existing formalized quality program

QA team can validate all agent activity, including communication to customer and accuracy of documentation and follow up

Ability to analyze results by call type and identify process improvement and call center training opportunities

Ability to provide FCR-focused feedback and coaching to the call-handling agent

Provides immediate feedback from the customer’s perspective

Moderate investment required

No bias if customer opts for survey

Ability to provide FCR-focused feedback and coaching to the call-handling agent

 Provides immediate feedback from the customer’s perspective

Moderate cost to support

Ability to provide FCR-focused feedback and coaching to the call-handling agent

 Measures performance by call type

Identification of process improvement opportunities

Ability to track FCR by call type

Provides immediate feedback from the customer’s perspective

Moderate cost to support

Ability to provide FCR-focused feedback and coaching to the call-handling agent

 

Measures performance by call type

Identification of process improvement opportunities

Ability to track FCR by call type

 

Customer may not know if the issue has been resolved until later

No way to correlate to a customer callback on the same issue

 Can be costly to get significant sample size

Based on subjectivity of QA team

 

 

 

 

 

 

 

 

 

 

Customer may not know if the issue has been resolved until later

Agent bias if it’s their option to offer the survey

 

 

 

 

Customer may not know if the issue has been resolved until later

Difficult to reach customers

 

 

 

 

Major investment required

If customer calls back from work, cell phone or other phone number data may not be captured


Research by TARP Worldwide found that agent self reporting typically results in 20% higher FCR than customer reported methods--reinforcing the importance of using several measuring techniques, like those suggested above, and then correlating the results, identifying the gaps, and initiating adjustments as needed.  By evaluating the types of calls that are not resolved on first contact, you can determine common causes and revamp training, workflow, and coaching accordingly.

We believe the best practice for measuring FCR is:

1)     Ask the customer – ultimately they are the determining factor

2)    If the customer completes a survey, there should be questions that ask, “Was your call resolved?” and “How many calls did you made to resolve your call?”

3)    If the customer said the call was resolved in one call, then that customer experienced FCR

4)    If the call is transferred and the next person resolves the issue--without the customer having to call back--it is still FCR.  The customer only made the one call.

 

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