Day: April 12, 2022

HOW TO CALCULATE FIRST CONTACT RESOLUTION (FCR)?

by RaquelNEWSLeave a Comment on HOW TO CALCULATE FIRST CONTACT RESOLUTION (FCR)?

First Contact Resolution (FCR) is a percentage measure of a contact center’s success rate in answering customer inquiries the first time they are made. It’s a metric often confused with First Call Resolution, which goes by the same acronym.

While both measure the same, First Contact Resolution does it in all contact center channels, while First Call Resolution is only for the voice channel.

WHY IS FIRST CONTACT RESOLUTION IMPORTANT?

First contact resolution is now seen by many as the best measure of contact center efficiency, as few organizations use talk time as a metric to guide advisors. This is because it can encourage negative behaviours as advisers can start rushing over the phone.

Therefore, organizations are turning to FCR to assess not only the effectiveness of advisors, but also the processes and technology behind them.

In fact, if you use FCR in combination with Average Handling Time (AHT) and divide the metrics by your most common contact reasons, you can highlight your most inefficient customer journeys.

THE FIRST CONTACT RESOLUTION FORMULA

 The traditional formula for FCR is: Queries resolved on first contact / the total number of contacts x 100. The problem comes with how you get the data to input into this calculation.

While the calculation is simple, how do we know that a contact has actually been resolved? How can we track that?

We could ask advisors to confirm with the contact whether or not it has been resolved. But that might encourage negative behavior or customers might realize at some point afterward that something isn’t quite right with the resolution, despite previously saying they were happy with it.

So maybe we can track repeated calls over a certain period of time. But will the interaction be long enough? And maybe the customer will call for a different reason?

Therefore, these two methods are not true RCF calculation methods. A better method of calculating FCR is to send the customer a summary of the interaction a few days after the initial contact. If the client is not satisfied and the case is not “truly resolved”, they can reopen the case and the FCR can be tracked that way.

While first contact resolution is becoming more prevalent in the contact center “metric mix”, it will not be the only measure and it will adjust to all of their requirements to offer a good customer service.

www.mstholding.com

CHATBOTS: TRENDS AND KEYS TO THE NEW DIGITAL ENVIRONMENT

by RaquelNEWS / Sin categoríaLeave a Comment on CHATBOTS: TRENDS AND KEYS TO THE NEW DIGITAL ENVIRONMENT

The digital acceleration that has occurred during the period of lockdown has been extraordinary, and has made it possible to activate new trends around the world that will persist and even grow once the COVID-19 crisis is over. The response of brands to the pandemic has advanced to seven years the digitization of interactions with customers and the supply chain. To accelerate the recovery and make easier the transition to the new economic reality in Spain, an effort will be necessary on the part of companies, which can approach this effort from three horizons: resilience, return and reinvention.

In an accelerated digital evolution context, Chatbots are the new assistance formula to the customer which we must bet on. Chatbots are not designed to be implemented casually, they rather require prior work and study that allow seamless implementation and in line with the brand’s objectives. Some of the keys to its success are as follows:

Give it personality. A Chatbot with its own personality and that can maintain a fluid conversation with users is an essential aspect of its success. A good conversation flow that allows for clear dialogue will increase with the satisfaction rate, as well as the bot’s ability to complete the interaction from start to finish.

Design in tune with the user. Put the user at the center of your strategy: why would your customer need to use the Chatbot? What flow of interactions will follow? What are their main questions and problems with your service or products?

Destroy data deposits. It is equally important to be able to not only obtain valuable information from the interactions with the users, but also to analyze this data and to extract conclusions. We must break down the silos of information, structure the data and take advantage of it to continue enriching our Chatbot

Continuous learning. Implementing a chatbot is not a process with a beginning and an end: it is a constantly evolving process, and your bot will never stop learning. Each interaction with users will provide you with very valuable information that you must take into account when continuing to improve it. Test your solution, analyze, modify… and repeat.

At MST HOLDING we have the latest technology in Chatbots and Virtual Assistant, contact us at www.mstholding.com.