First Call Resolution (FCR) is a key measure for call center operations. It is one of the important aspects of customer experience management - call centers should be able to resolve an issue in a single call.
In the effort to continue to "resolve" all issues in the first call to the call center, Ronald Hildebrandt has a great look at how to look at the potential errors from agents that extend beyond that key first call.
Now having experienced a recent middling to poor customer care experience, I can honestly say that I am not so interested in a "first call resolution", but rather a "real resolution to my call". Yes, I would love it if my issue could be resolved in a single call. However, I would appreciate it more if a customer care rep would follow the advice of #10 on Hildebrandt's list:
10. Only answered the question asked, but did not anticipate the real customer issue In the healthcare world, quoting insurance benefits is one of the most complex, confusing and time-consuming activities that can take place in the call center. There are many different benefits that can be asked about and quoted. The flaw we often find in those call centers (and non-healthcare call centers, too) is that the agent only answers the question that the customer asked but doesn't anticipate the full impact of the original question.
For my telecom customer care experience, I KNEW, with a certainty, that I understood my problem better than the young man on the other end of the phone, but at no point did the rep attempt to say "Can I go research this issue and call you back?".... No. He just continued to follow the script and attempt figure out my issue via process of elimination. Not a great strategy....
Do you think that it is appropriate for customer care reps to "declare ignorance" and attempt to find another resolution? Or do you think that a 75 call minute call should extend into a 150 minute call while all avenues are exhausted for "first call resolution"?
Post your comments below or email (John.Myers@BlueBuffaloGroup.com) / twitter (JohnLMyers44) me directly.
NOTE - You would be surprised at how much of you taxes you can complete while on a 75 minute customer care call? ;)
Posted March 27, 2009 8:00 AM
Permalink | No Comments |