16 Factors Influencing First Call Resolution
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First call resolution (FCR) is a complex metric that is influenced by many factors. Knowing what constructs contribute to a change in FCR will allow you to develop a more comprehensive approach to measuring and tracking it and also will allow you to make appropriate changes within the workplace in order to improve FCR.
1. Tools and access to accurate information
According to a study conducted by Dimension Data, the top issue that contributes to a decrease in first call resolution is lack of access to customer information and systems data. When agents don’t have access to the customer’s history (i.e. their support requests, items purchased, previous events/ cases and previous interactions with your company) they are less likely to solve their problems on the first attempt.
This occurs when software isn’t integrated or doesn’t provide a 360 degree view of the customer, when agents forget to input information into the CRM/helpdesk/back office systems, when agents forget to update all systems with new information and when agents input wrong information. This also occurs when agents don’t have access to accurate information about the product/service (via a knowledgebase, training, or access to a manager/SME). Agents in these situations will be more likely to have to transfer the call or call the customer back.
2. Agent knowledge and capabilities
The second most influential factor on first call resolution is the call center agent’s knowledge and capabilities. When agents are unaware of new events like campaigns, press releases, bugs/known issues and product launches, they will be less prepared to adequately resolve customer’s issues.
Additionally, when the call center agent lacks the authority to solve specific problems, they will be more likely to transfer the call or have another agent return the customer’s call. Finally, the agent’s troubleshooting skills, problem solving capabilities and extent of training will all contribute to their ability to meet the needs of the customer. Taken together, these factors can have a huge impact on FCR.
3. Company policies and procedures
The third most important factor influencing first call resolution is company policies, processes and procedures. When company polici