Don’t assume with FCR, ask.

The financial calculations behind the First Call Resolution (FCR) issue are simple to calculate if you have the proper variables.  To provide a valid response to the cost of repeat calls, a real-time customer feedback program is needed.  Call centers must measure the effectiveness of the service delivery and the customers’ perception of call resolution immediately after the service interaction.  The cost assessment will not be accurate without the voice of the customer.  Customers should evaluate the service received on a call that includes, among other things, overall company, call and agent satisfaction, whether the call is about a problem, first call about the problem and was the problem resolved on that particular call. 

Real-time surveys can effectively capture the information you need to combat the cause of the repeat calls.  For those who had a problem that was not resolved on the call, the survey has to branch to an open-ended question to capture the customer’s description of the problem.  This qualitative information adds the explanation to the dramatic quantitative information you now have available.  The cause of the unresolved calls is invaluable to correcting process issues.

Many call centers have employed technology and manual solutions to help them answer their FCR rate question.  Some of these solutions cost thousands of dollars to implement.  But not one of them can answer the question better than the customer.  Reviewing phone records and running a software application is the ultimate beating around the bush in this case.  Stop trying to get to your FCR rate via the back door.  The customer is the one experiencing the pain, so go to the source.   

Do not make the mistake of underestimating the effect of repeat calls on your call center and your company.  Customers are willing to accept and forgive the occurrence of a problem and increase their level of loyalty with a successful resolution but they will not tolerate repeat calls to resolve the same issue.  Don’t believe me…ask them.