First Contact Resolution: Learning From a Failed Strategy
The goal of first contact resolution is simple and known – to ensure that agent-handled customer interactions are done right the first time. However, the impact of repeat contact is somewhat less known. According to the U.S. contact center decision-makers guide, FCR rates are currently around 73%. If we look at it from a different angle, 27% of callers do not get their issue resolved on the first call. These repeat callers generate approximately 60% of overall contact center call volume.
When you consider that repeat callers are less satisfied and make longer calls, the importance of achieving FCR becomes even greater. Experience from NICE customers shows that even small FCR improvements amount to considerable savings. For example, a large telecommunication company saves $5.5 million annually through 1% improvement in FCR rate. It is not just an important metric for your call center – it’s an enterprise-wide cost saver.
So why do so many FCR projects fail?
- Organizations don’t know how to convert findings into action. The amount of data that needs to be analyzed is impossible without an automated system. Improving FCR is about finding patterns among the billions of data points across multiple channels.
- Organizations don’t look at 100% of their interactions and are therefore missing critical insights into reasons for non-FCR calls.
- Organizations don’t use call reasoning, which looks at what was said and what was done during a customer interaction. By understanding the nature of the call, organizations can better handle calls of the same type or identify repeating problems.
A complete FCR solution makes sense of the data, looks at the entire interaction, presents a clear picture, and helps turn the insight into a corrective action.