FCR is a crucial metric for support to understand and solve your customer’s problems efficiently. Solving the customer problem in the first contact reduces the risk of churn (cancellations) and help you retain customers.
Monitoring this rate is an ongoing task that will indicate how your customer’s satisfaction and loyalty is going.
First contact resolution is a powerful metric that can guide you to have more satisfied customers and more satisfied employees.
Proper Training is a must for your team
A trained service team has more potential to increase the FCR rate, and it is essential that the team knows the internal procedures and that they are standardized.
Your support team must know your product as much as possible; they need to be prepared to analyze and think of the best solution.
Therefore, it is also worth making materials available for consultation; it may be that the attendant needs during the service if he is dealing with any change.
Know your customer
It is undoubtedly essential to know your client well!
Having a defined persona will provide relevant information about your customers, and in this way, they can guide you towards the desired result.
Understand the customer problem
Make sure each email is read carefully; there is nothing more frustrating than asking for help and not being understood by the company.
If you don’t understand what happened, ask the customer, a second contact resolution is better than an upset customer.
Simplify your company’s processes
Bureaucratizing processes put support on hold, so make processes as simple as possible.
For this, your support team needs to be autonomous and know the company’s processes well.
Make sure your team can help customers without having to contact managers or anything like that.
Use technology to your advantage
There is several software (help desks) on the market; they allow you to monitor and manage the opening of requests.
Using technology, this software allows you to follow the first call resolution more efficiently.
Track All your Channels
Agent performance and customer experience are also affected by the various incoming channels you provide for your assisted service. Agents providing unmanaged and untracked email support for some time during the day invalidate most of the other metrics you collect about their performance. By tracking all interactions – calls, emails, chats, etc. You can then develop a complete picture of how your agents perform concerning FCR and how they affect your customers across all of your channels.