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First contact resolution (FCR) is one of the most critical metrics in the contact center because it is an enterprise-wide indicator of operational effectiveness and future customer behavior and spending. Improvement in FCR results in improvements in quality, customer satisfaction and retention, operational effectiveness and cost reduction. According to experts:
Many companies are aware of strategic significance of operational FCR, but they just don’t know how to measure it accurately. According to a recent benchmarking study, 4 the most common method being used today to try to measure FCR is to calculate data from customer management (CRM and CIS) systems. Other common methods involve asking FCR questions on call quality monitoring forms and post-contact or recent-contact customer surveys. While CRM system-derived calculations and customer surveys are good for trending FCR performance over time, the information provided is often not directly actionable. Customer survey based methods have another set of limitations - not every customer takes a survey and those that do and indicate that their issue has been resolved may later decide to make additional calls pertaining to the same issue, which then renders related customer survey FCR data invalid.
VPI overcomes the limitations of traditional methods with its visionary approach to the development of unique, analytics-driven recording and quality management solutions to automatically identify costly repeat calls and dramatically improve FCR. The VPI Fact Finder desktop screen analytics tool can monitor activities within employee desktop applications and can tag virtually any screen data and events to recorded interactions – case ID, customer ID, reason code, navigate into cancel account screen, start new order, etc. Repeat calls are then accurately identified and grouped based on customer/case identifier for each interaction and the reason(s) for the each call, and can be analyzed based on additional data captured.
70% of all FCR initiatives fail to result in a change customers notice due to poor execution. VPI overcomes this by making FCR actionable with powerful, fully automated capabilities based on business rules built around Key Performance Indicator (KPI) thresholds, including: