The first time's the charm
Your customers want their issues addressed the first time they contact you, whether by phone, instant message or email. The truth is, so do you.
The faster customer problems are resolved, the lower your support cost per call is going to be. Just as important, however, your most frustrated customers can become your biggest advocates when their issues are effectively handled on their first try.
But for that, you need to know who is calling, what their pain point is, and why it's not getting resolved right away.
The calls you shouldn't be getting
In order to know if your business's "phones ringing off the hook" is a good thing or not, you need to determine how much of your total call volume is repeat contacts from the same customers.
The first task our First Contact Resolution Analytics solution does is assemble interaction chains across channels, creating a coherent picture of a customer's journey. An intelligent analytics platform then correlates repeat contacts with efforts to resolve a particular problem, highlighting your greatest first call resolution (FCR) challenges.
Why are they calling?
Knowing where you need to improve FCR is half the battle. But understanding what drives this unwanted call volume is the key to taking corrective action and improving customer experience.
text mining, natural language processing, and statistical algorithms – and the sophisticated correlation capabilities of FCR Analytics – give you the root cause analysis you need.
- Uncover the top customer issues behind repeat interactions
- Get a breakdown of individual FCR performance by agent, by team or by area
- Spot knowledge gaps that drive repeat contacts
- Identify issue resolution capabilities needed for all channels
- Eliminate burdensome procedures that require repeat calls
- Empower managers to address difficult customer issues quickly and effectively
By leveraging the insights our analytics platform brings to the surface, your agents and supervisors can they take effective action to optimize first contact resolution rates.
FCR Analytics is a packaged solution, which comes with predefined dashboards, KPIs, reports, lexicons, alerts, and many more business-driven capabilities.