Tuesday, May 03, 2016

Say you want a resolution (FCR, you know)?

A multi-thousand seat Business Process Outsourcer (BPO) in the east has seen an increase in repeat calls for similar issues. After doing some research and analysis, it was discovered agents were not properly trained in handling specific types of customer interactions and this was leading to repeat calls.

First Contact Resolution (FCR) is a common Key Performance Indicator (KPI) in contact centers. 

Resolving customer issues on first interaction is paramount to quality customer service, reduced costs and ultimately an improved bottom line. 

However, FCR is not easily measured. It's a common KPI but what defines a repeat call is not a static data element. 

Every contact center is different. Every customer is different. Every interaction is different. 

How then can FCR be measured?

The BPO's customer service department uses a workforce optimization solution (WFO) which gathers Automatic Call Distribution (ACD) statistics from their Unified Communications (UC) platform. Among the stats gathered include Agent State Changes and Computer Telephony Integrated (CTI) metadata for enhanced data points. 

Armed with all this data, the system is capable of detecting repeat interactions, and ultimately, FCR.

The organization implemented the FCR Service and created business rules and alarms to detect and notify supervisors of customer interactions that could be classified as repeat contacts. 

Since no two contact centers are the same, management mapped out data elements in their enterprise that signified repeat contacts. 

For them, this was easily defined by their ticket number. The Interactive Voice Response (IVR) unit requires all customers to enter their ticket number prior to being routed to an agent. The WFO system reads this ticket number through CTI and attaches it to each recorded interaction. 

The FCR Service monitors recorded interactions and ticket numbers and links interactions together. Multiple interactions with similar ticket numbers are flagged as repeat contacts.

The distributor has a strong leadership team and is capable of mapping their technologies together end to end. Not all contact centers are capable of capturing IVR information, such as ticket number, and mapping it to CTI data harnessed by other technologies, such as their recording system.

Their properly enacted data sharing plan allows them to simply use ticket number to determine FCR. However, for most contact centers, the task of measuring FCR is not so simple. 

With the power of WFO and the FCR Service, this task is handled effortlessly. The FCR Service allows for contact center managers to program it using any piece of data captured from the environment. This can be via claim number, case number, ticket number, customer number, account number, process id, or even un-mapped basic telephony information such as caller id, extension, agent or even date and time. 

At its most basic level FCR can be measured by caller id, date and time. 

Has this phone number called in within a recent period of time? If so, it’s a repeat contact. At its most advanced levels, FCR can be measured using mapped telephony data.

Once the BPO had configured the FCR Services to capture and flag repeat interactions, it was simply a matter of reviewing and evaluating those interactions to determine root cause. The Evaluation Assignment Services were configured to automatically assign all interactions flagged for FCR to the next available evaluator. Evaluations were performed on those repeat interactions and the system automatically pushed the proper learning materials to the agents.

The WFO system uncovered a lack of core competency by agents in a key portion of the BPO's processes. By revising their learning materials, the BPO improved agent knowledge and noticed a considerable drop in repeat interactions over the next 60 days. This reduced their overall call volume and ultimately improved their bottom line.

However, it doesn’t stop there. One workforce optimization solution, Virtual Observer, has extended FCR through to the Speech Analytics feature set to harness the power of the spoken word to uncover repeat interactions. 

Virtual Observer's "FCR Services" look for any number of configurable words and phrases to determine repeat contacts, such as, “I’ve called before”, “I’m calling back”, “This is the nth time I’ve called”, and many more.

Popular Posts