First Contact Resolution (FCR) is definitely a buzzword for any customer-focused organization. We place a high value on being able to give our customers exactly what they need the first time they need it. Everyone wants to measure FCR, but few people know how to capture it. It’s the unicorn of Customer Experience metrics.
If your organization wants to measure FCR, there are 6 key steps that you should follow.
- Determine your goal. Invite key stakeholders to explain WHY they want to measure FCR. Is it to reduce cost, increase customer satisfaction, drive agent accountability? Getting this right is vital. The purpose of the metric at your organization should determine how you define and measure it.
- Define what FCR means to your organization. Once you know what the metric should tell you, determine how FCR should be defined. Think of cases that meet FCR and cases that do not meet FCR and ensure that your stakeholders are in agreement with what does and does not count as FCR. Should your FCR allow for handoffs or not? Can it still be FCR if the customer has to execute another action? Remember to consider the customer’s perspective as well as the organization’s perspective, as appropriate.
- Determine how to measure and report on it. Identify the data sources available to you that can help you measure FCR. There are several, including telephony data, CRM data, survey data, QM data, etc. Check out my whitepaper for details on the different methods. Once you know where you will be getting the data from, understand how the data can be exported or extrapolated to get the measurements you need. Determine what time frame you will be reporting against (if needed) and how often you will be reporting on the metric. Will you be using a rolling time frame (2 weeks) or a set time frame (each month)? Include your technical or data architects to help you develop the exact calculation that you will be using and where the data will be coming from.
- Communicate what it is, what it means and what it will inform. FCR is a confusing metric and means different things to different people. A key step in the process of using FCR is to communicate to your stakeholders that you are now measuring FCR. In this communication, make sure it is clear why you are measuring it, how you are defining it, and what you will do with the data. Your stakeholders should include front line, your business partners (ex: marketing, billing, sales), your leadership, and even your customers.
- Actually use it to inform change. Like any metric, FCR is only useful if you actually act upon the insights that the data can give you. Use this information to drive process improvements at the organization, targeted training for agents and self-service optimization for customers.
- Share your results. Change has the most positive impact when it is understood. Share your success with your organization and customers. If you changed a process to increase FCR, let people know! If you made a significant improvement in FCR, let people know! If you reduced call backs and therefore costs as a result of increasing your FCR, let people know
Measuring First Contact Resolution and acting on it can have a powerful impact on your organization; FCR can substantially reduce costs and increase your customer satisfaction. Get started today! If you have any additional questions or need support, reach out to our Customer Experience experts at West Monroe Partners.