Enkata's white paper (2009 www.enkata.com) reports that only 40% of contact centers are measuring First Call Resolution (FCR), SQM Group puts the percentage at 50% (SQM's World Class Call Center Book excerpt, p. 1), yet less than 20% are measuring FCR for all of their calls according to a study by ICMI (International Customer Management Institute).
BenchmarkPortal.com reports best practices at 86%. My question is what about the 14% that are calling you more than once, more than twice? This not only frustrates your employees and yourselves, but your customers as well. Repeat calls are costly not only to operations and the bottom line, but they negatively impact customer service success.
It was further noted that 65% of all repeat calls are the result of agent errors. For instance, if an agent:
A typical customer will not call back. Not only does this keep costs high, but it decreases customer loyalty and increases turnover. In addition, SQM Group suggests there is a 20% point drop in customer satisfaction for each additional call required to resolve the customer call. (SQP Group, FCR 2008, p. 3) Additionally, customers who did not get their call resolved are 5 times more likely to defect than those who had their call resolved (p. 5).
On the other hand, improving FCR can:
Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more
The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it. more
Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one. more