First Call Resolution: Finding the Right Technology for Your Call Center


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Image by: Luis Llerena
Image by: Luis Llerena

First call resolution is your most important KPI. Solving your customer’s’ problems efficiently, and making sure they remain loyal customers has to be the defacto aim for Technical support.

Average Handling Time, Abandon Rate, are important and need to be factored in when measuring your customer service performance. But, FCR is the only KPI that measures both productivity and customer experience.

Technology can help improve first call resolution

Tactics for improving your FCR range from training and motivating agents to improving communication with your customers to making changes to your product’s UX. In this article, we focus on how technology can contribute in your efforts to improve FCR.

Nice’s Real-Time Speech Analytics Solution allows you to gain deeper insights through your voice communications with your customers. The Technology converts calls into standard text to allow for data mining and identification of recurring customer issues.

How does this help First Call Resolution?

The insights gained through the system can help you identify weak spots in your support operation be it agents, specific product malfunctions, etc. Armed with this knowledge, you can adjust your support script, train specific agents in certain areas or address other issues.

Techsee’s platform provides intelligent visual support technology. The augmented reality-based technology allows support teams to see what their customers see via their smartphone, providing better, faster resolve to the majority of support issues with improved customer satisfaction. By importing recorded visual interactions into their machine learning algorithm, the system continuously learns how customer support agents resolve customer issues while building a knowledge base which serves as the “brain” for a Virtual Technician Bot.

How does this help First Call Resolution?
Opening a visual communication channel in addition to the audio channel transforms the support experience into a better, simpler, more intuitive process.

Genesys’ Echopass provides intelligent routing of incoming calls to optimize resources allocation. The technology sorts calls to the appropriate agent based on existing customer data, business priority routing factors, the customer’s potential revenue, last agent routing, and agent profile and skill-based routing.

How does this help First Call Resolution?
Matching the right customer and problem with the right agent is half the battle. It can make a call center run much more efficiently and provide customers with the best possible experience.

Zingtree offers several solutions for call center accuracy. You can create a self service interactive question and answer based troubleshooter for customers to engage with. If customers cannot get a satisfactory resolution, a log of their actions is delivered to a live agent, eliminating the need for the customer to re-explain the issue.

How does this help First Call Resolution?
Self-service is growing in popularity among consumers. Zingtree allows for a smooth transition from self-service to support agents and utilizes the information to improve your resolution ability.

MyEureka, a Callminer product, is solution that automates feedback for call center agents and managers. This streamlined process delivers personal feedback in a simple manner, enabling agents to improve their performance and deliver better service. The system is gamified to encourage a fun yet competitive environment where employees can access agent ranking data and see how they compare to their co-workers.

How does this help First Call Resolution?
Agents are at the front line of your support. Real-time, effective feedback is invaluable when it comes to achieving better FCR.

Nothing is more frustrating for a consumer than when they can’t hear the support agent. Plantronics cloud-based headset management tool gives IT and management a way to ensure that headsets are up to date, background noise is a non-issue, and sound quality is crystal clear.

How does this help First Call Resolution?
The key to good support is good communication. When your agents and customers can communicate without repeating themselves, calls can be resolved quicker and with a higher level of satisfaction.

Fonolo’s customer call back system eliminates the need for your customer to wait on hold. The system marks the customer’s place in line and then automatically calls them back when a live agent is ready to assist them.

How does this help First Call Resolution?
When customers call your company with a problem, the last thing they want to do is wait on the line for five minutes. A customer’s state of mind has proven to be critical to the success of the interaction. Eliminating the frustration caused by long hold times will do wonders for your FCR.

Genii Analytics Performance Dashboard delivers alerts and drilled down reports to facilitate corrective actions in real-time. Dashboards can be created for every level in the company. Management level dashboards provide drill downs from a global perspective; team leader dashboards supply actionable information for the team; agent level dashboards track an individual’s KPIs. The company’s algorithms enable your business to make informed decisions regarding performance based on a holistic, bird’s eye view of your selected metrics.

How does this help First Call Resolution?
By giving real-time feedback to all levels of your customer service personnel, they can respond before the “damage is done,” change course mid-conversation and achieve resolution.

The bottom line

Service can always get better and continual improvement should happen every day. By utilizing some or all of these technologies, you’ll tackle first call resolution rates from a variety of angles. Whether you need to focus on the support process itself, encouraging a positive attitude among employees, empowering employees through the learning processes or improving agent-customer communication, all of your efforts have the same bottom line: achieving a faster resolution while improving customer satisfaction.

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Hagai Shaham
Customer Service Marketing and Content Expert.background in film making script writing and more.


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