First contact resolution

Our contact centre managers strive for an increase in First Contact Resolution (FCR), which removes repeat customer calls due to process failures, and minimises the cost to our clients.

Our focus on FCR delivers you:

• increased customer satisfaction
• improved quality results
• better sales opportunities
• long term customer loyalty
• reduced operating costs

Acting on customer insight

The customer feedback on FCR for different contact types also provides invaluable customer insight. Examining this using root cause analysis techniques enables us to enhance the customer experience by appropriately amending operational processes and advisor training. We also share this insight with our clients allowing you to improve your business processes and product offerings where relevant.

Of course, we recognise that not every contact can be resolved at the first point of contact, as some issues require further investigation or specialist input. However, it is important to identify any processes and policies that create repeat calls and then address these through process re-engineering where possible. In particular circumstances when the policy or process cannot be changed, our advisors are provided with the tools and skills to handle even the most challenging issue to the satisfaction of the customer.

First contact resolution metrics

FCR metrics are a powerful coaching tool for our advisors. Using actual customer feedback with regards to query resolution, coupled with quality monitoring and coaching sessions, our advisors receive a robust perspective of the service they are providing to customers.

We advocate a shift in the focus from the traditional metrics of handling time, and concentrate on resolution of the customer issue and associated quality metrics. This helps our advisors become more engaged and empowered to resolve the customer issue at the first point of contact. Advisor engagement plays a vital role in the delivery of our outstanding customer experience.