Helping Customers via First Contact Resolution
Primary goal for
every company should be solving customer’s issues on the first attempt. First
contact resolution or FCR requires more than just friendly agents, it requires a
combination of agent training and an efficient contact center protocol. Here are five ways to achieve first contact resolution for
maximum customer satisfaction.
FCR goals:-
To serve customers
well agents need to be aware of the goals that are expected of them. An agent
on the voice channel must constantly keep the conversation flowing to reassure
the customer that he is present, whereas
an agent on social media or live chat may indicate his presence using a real-time
feature that shows he is typing a response. Agents training should reflect best
practices for every mode of channel that is being used in the business.
Always establish whether
first contact resolution should take priority over other operational metrics
such as average call handling time. Associates should know that they have the
opportunity to spend more time on an interaction if it will help them share
first contact resolution for caller.
Give every interaction a human touch:-
Emotional connect
with customers is very critical in helping them find quick solutions. This can
easily be achieved by keeping a friendly polite tone, showing empathy and
listening attentively. Such mannerisms can calm down frustrated customers and
install confidence in brand name. Through regular training, refreshers and
mentoring, agents can sharpen their interpersonal skills and multiply their
chances of achieving first contact resolution every time.
Identification of recurring issues:-
It is imperative to
understand ongoing customer concerns. Different methods can be used to
determine recurring reasons of customer contact: customer surveys, monitoring
calls, analysing social media and chat transcripts and text and speech
analytics etc, to gain a clear picture of the issues. Once they have been
identified, your company will be better prepared to solve issues before they
arise, resulting in higher first contact resolution rates.
Multi-channel approach:-
Traditionally some
customers may prefer to interact on a single channel, however, at times, it is
in their best interest to make a switch. For example, if a query is received on
social media which requires divulging into customer’s personal data, then agent
should move him to a more private channel. This way customer’s privacy is
protected and his/her problem is also resolved in first contact itself.
Reassess customer satisfaction:-
A customer service
associate may feel that an issue has been resolved but most important question
is does the customer feel this way? Always cross check with customer to understand
if he has any unresolved questions or concerns regarding proposed solution. If issues
are still persisting then we need to keep going till a satisfactory and
mutually agreeable solution is found.
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