First Call Resolution has become the “Holy Grail” of call centers, and for good reason. Around 30% of many companies’ calls are repeats. This represents an enormous and largely unnecessary expense. Even more important, no one likes to call back a second, third, or fourth time to get a problem resolved. As a result, first call resolution (FCR), or more precisely, the failure of FCR, can directly impact a company’s customer satisfaction or Net Promoter Scores.
Unfortunately, making headway on this major performance metric can be difficult for several reasons:
1. How do you reliably measure FCR to know just how big the opportunity is to improve?
2. What are the issues driving the repeat calls in the first place?
3. How do you know if the program you have implemented is actually working?
The good news is that a solution for overcoming these challenges does exist! The answer is Speech Analytics!
Speech Analytics is breakthrough technology that can provide a highly reliable method to measure your repeat call rate. More importantly, it also allows companies and organizations to understand why the customer’s need was not resolved on the first call and can also measure the number and type of repeat calls generated by each agent, providing a targeted method for agent development and SLA improvement.
Advanced Speech Analytics solutions automatically measure the impact of different programs to improve FCR. When Speech Analytics utilizes “speech-to-phrase recognition” detection rates rise to such level that the data can be used to analyze employee performance in real time, or automatically trigger workflows when employees are out of compliance or when customers express their dissatisfaction. This way organizations can continuously optimise their workforce.
To find out more, watch our on-demand webinar titled “Building Customer Loyalty through Increased First Contact Resolution” and learn how Speech Analytics can help your organization to propel first contact resolution to new levels.
Follow me on twitter: @stefancaptijn