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We’ve all been there: you’re waiting on the phone or in a live chat session, and the representative is fumbling with information. He or she tells you that your problem is solution-less; that he or she is sorry, but if you just give it 24 hours maybe the problem will just go away on its own.
Frustrated, you hang up. Your problem has not been resolved. You will have to try calling, chatting, emailing, or even reaching out to social media again in the hopes of connecting with someone who knows what they are talking about.
This quote, which was published in a study done by the SQM group, shows the tremendous room for growth when it comes to first contact resolution and the customer experience.
First contact resolution, otherwise known as FCR, is a metric that deals with whether a customer has had their issue solved the first time or not. You can tell whether you have achieved a first contact resolution by asking the customer the following questions:
First contact resolution can be measured across various customer service channels as such:
The definition of first contact resolution is constantly evolving. It was first coined as “first call resolution,” back when the telephone was overwhelmingly the most popular customer service channel. It has since shifted to “first contact resolution,” or even “first conversation resolution,” to encompass how customer service is changing in response to an increasingly internet-based culture (i.e. the emergence of live chat and social media as important customer service channels).
Increasingly, first contact resolution is being recognized as the most important metric for measuring customer contentment. This is because, as the Harvard Business Review puts it, “delighting customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does.” First contact resolution is a necessary part of reducing customer effort and increasing customer satisfaction.
And it’s not just the Harvard Business Review that has words of insight into the matter. According to TELUS International, a study conducted by Customer Relationship Metrics found that “CSAT (customer satisfaction) ratings will be 35%-45% lower when a second call is made for the same issue.”
First contact resolution is not just an important metric for the customer; it is also important to customer service agents. FCR can provide the following advantages:
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While you can’t force a customer not to blow up your company’s phone line, there are steps that you can take to better your first call resolution rate. We have compiled the following list of best practices to help you resolve your customers’ issues the first time:
There are times when you just want to get a customer off the phone. Maybe your queue count is through the roof, and you’re already more than 15 minutes into a call or live chat. Or maybe your supervisor is telling you to hurry up and wrap-up the email that you have been carefully composing.
Whatever the case, in order to optimize your FCR, it is important that you make resolving the customer’s issue on the first contact a priority, not an option.
Sometimes you have to be the one to tell a customer something that he or she does not want to hear. Other times, your customer might want an answer that you don’t have.
Instead of trying to soften the blow with avoidance or fluff, it is important that you be honest with your customers. This means refraining from lying or withholding information from them.
The reason behind this call to honesty and directness is simple: By being transparent with your customers, you can avoid them contacting the company again in search of more information. Being direct also helps your customers view you as an authority on their issue, which increases your credibility in their eyes. As a result, when you avoid vague answers, fewer customers will call back to try and speak with another agent who they hope will give them the answer that they want, or who they feel may be more knowledgeable.
“I’m very sorry about the delay—it looks like your photos were damaged in the lab. They are currently being reprinted and will be shipped out to you by the end of today.”
“I’m very sorry for the delay—we will get your photos to you as soon as possible.”
Here, the customer who was told the “Don’t” information, could easily get frustrated with the lack of information that was given. As a result, they are likely to call back to try and find someone who could tell them what was going on and give them a better answer. Meanwhile, the “Do” information was very clear and leaves the customer with little room for doubt.
“Thank you for contacting us! Unfortunately, I don’t think the country where you are located is covered by our World Wide plan. Again, we apologize for any inconvenience.”
Instead of taking the time to research the correct information, the agent in the “Don’t” example used “I don’t think,” as a get-out clause—an addition that he hoped would lessen his accountability for giving out misinformation. This leads to a negative customer experience and an impacted first contact resolution rate. Meanwhile, the agent in the “Do” example used his knowledge, resources, and researching abilities in order to provide his customer with the best solution available, resulting in cutomer satisfaction and an effective resolution the first time.
Your full name
Your mailing address
Your order number or account number (you can find your order number at the top right-hand corner of your confirmation email).”
“Hello, and thank you for contacting us. Please provide us with your order number so we can proceed. Thanks!”
By asking for all of the customer’s information upfront, the representative in the “Do” example managed to avoid a series of needless back-and-forth emails that would have stretched the customer’s issue across several representatives. Unfortunately, the customer in the “Don’t” example won’t be so lucky.
Refer the Customer to Self-Help Tools for Future Reference
Some customers will gladly use self-help tools, but may not know that they are available to them, or how to navigate the self-help system. By referring customers to self-help tools that they can use for future reference, you give them the power to try to solve their own issue the first time in the future.
When referring a customer to a self-help system, it is important to do so for them to reference for future help only. Don’t have them refer to it instead of helping them with their current issue.
“I’m sorry, but we no longer have that item in stock. Once the item is back in stock, it will be updated on our website. To check if the item is in stock on our website, please search for the item by its code, 0938.”
“Please check item availability online.”
Watch Out for Patterns in Repeat Contacts
The human brain is constantly looking for patterns. So, make sure to put your pattern-finding abilities to use and watch out for reoccurring reasons why customers are making multiple contacts about one issue. What is the biggest thing that is impacting your first call resolution rate? Where and why are most of your follow-up calls happening?
Sometimes you might notice a pattern in which a system or process that your company uses is not effective, and negatively impacts FCR. While you can’t exactly control this on your own, it is important to pass information regarding these patterns on to your supervisor.
By studying patterns, you can learn what you and your team can do differently to help better resolve customers’ issues the first time.
“Thank you for contacting us. For further help with this issue please contact our complaints department at 1(800)555-5555. Thanks!”
By asking your customer to call back or contact you via a different channel, you are directly impacting your FCR rate, and potentially annoying them in the process.
“Great, I’m glad I could help! I hope you have a nice day!”
If you, like the agent in the “Don’t” example, assume that your customer’s issue has been resolved and end the live chat or phone call without confirmation from the customer, you are risking the possibility of leaving behind a customer whose issue has not been fully taken care of. The result is an unfortunate customer experience and an impacted first call resolution rate.
When you and your team of customer service agents take steps to optimize first contact resolution, the result is greater customer satisfaction and fewer calls, live chat messages, and emails piling up in the queue.
By committing to making FCR a priority, not an option, you can start to generate loyalty from your customers and a better working environment for your team.
To learn how to use good communication practices to achieve first contact resolution over live chat, check out our blog post, 16 Live Chat Best Practices to Help You Deliver Superior Customer Service.
For many live chat agents, it’s not enough to be well-versed in customer service techniques. To be a truly effective live chat operator, agents also need to pay close attention to optimizing their metrics – whether it’s average handle time, customer satisfaction, first contact resolution, or sales figures.Download now