什么是首次呼叫解决?
首次呼叫解决(FCR)又称首次联系解决或一次呼叫解决。它是呼叫中心行业最关键的客户服务指标之一。它衡量的是公司在第一次互动中解决客户问题和问询的能力,而不需客户服务代理进行升级和后续跟进。
成功的首次呼叫解决提升了客户的体验,因为他们在最初的联系中得到了复杂的或常见的问题的答案并解决了请求。
拥有高的FCR率意味着防止任何不满意的客户并增加客户保留率。
首次呼叫解决是衡量客户服务评分的重要指标吗?
首次呼叫解决是衡量客户满意度评分的重要指标。这关系到客户服务的质量和企业提供的支持。
The speed of service delivery and your support team’s ability to resolve customer issues in the first interaction is an important characteristic of exceptional customer service. Consumers naturally prefer to get their requests handled by a single agent during a single customer interaction.
这就是为什么高FCR率几乎总是与满意的客户联系在一起。FCR还帮助呼叫中心负责人衡量呼叫中心代理的效率。
首次呼叫解决计算
要计算您的首次呼叫解决率(或第一次联系解决率),您需要将第一次解决的案例总数除以给定时间段内接收的案例总数(可以按天、周、月等计算)。
本FCR计算方法采用如下公式:
FCR = (已解决案例总数/案例总数)X100%
External FCR measurement methods are considered to be the most accurate. They let customers judge whether their issues were resolved successfully on first contact. A simple question can be asked during the call. You can also use post-call phone or email customer surveys to get customer feedback.
内部衡量方法往往准确率较低,因为组织确定他们是否根据自己的标准实现了FCR(通常是客户联系人是否在一定时间内就同一复杂问题回复呼叫)。
什么是好的首次呼叫解决率?
Various studies indicate, the industry standard for a good first call resolution rate is between 70 to 75%. Which means that around 30% of customers have to call back regarding the same issue.
一般来说,超过90%的FCR率被认为是高的,而低于40%被认为是低的。
您的FCR率越高,您提供的服务质量就越好。然而,您对FCR的衡量在不同行业可能有很大差异。这取决于您的产品或服务的复杂程度。
首次呼叫解决的好处
较高的首次呼叫解决可以提高客户满意度,提高效率,并为企业节省成本。
实际上,根据SQM集团的研究,大多数打电话给呼叫中心的消费者都希望他们的问题在首次呼叫中得到解决。研究还显示:
- Customer satisfaction drops by 15% on average each time a customer has to call back to follow up on the same issue.
- 23% of consumers are likely to stop using the company’s products and services, if their call is unresolved.
- For every 1% improvement in FCR, companies see a 1% improvement in CSAT.
- For every 1% improvement in FCR, call centers can reduce operating costs by 1%.
首次呼叫解决的挑战
When trying to improve FCR rates, businesses often face a number of challenges. Most call center managers struggle to define and measure it correctly.
另一个常见的挑战可能是效率低下的内部流程。这些可能是由于信息不足或无法获取而导致的代理专业性的缺乏、代理的高流动率、缺乏适当的代理培训以及缺乏在不进一步升级问题的情况下解决常见问题的权力。
影响首次呼叫解决的因素是什么?
由于首次呼叫解决是一个复杂的呼叫中心指标,它可能会受到许多因素的影响。除了上述挑战外,FCR还会受到以下因素的影响。
- Effectiveness of call routing systems: ACDs and IVRs usually route incoming calls to the most appropriate departments or agents that are best suited to meet customers’ needs. The effectiveness of these call routing systems has a major impact on efficient first call issue resolutions.
- Complexity of the product/ service: Companies selling complex products or services (usually IT and SaaS), are likely to have lower first call resolution rates. It is due to the complexity of typical customer calls (e.g., troubleshooting technical issues may require more escalations and follow-ups.)
- Long hold times: Callers may be put on hold for a number of reasons, such as when an agent needs to refer to a knowledge base or verify customer information. Long hold times may lead to negative experiences and abandoned calls. These ultimately result in lower first call resolution rates.
首次呼叫解决的最佳实践。
- Easy access to accurate information: If agents don’t have immediate access to comprehensive customer information (history of previous interactions, purchase history, etc.), lack accurate product knowledge, don’t have access to an internal knowledge base, they are less likely to resolve customer issues on the first attempt. Equipping agents with professional contact center software that offers a 360-degree customer view and provides easy access to in-depth internal knowledge resources is critical to improving FCR.
- Agent empowerment: If agents aren’t authorized to perform certain actions (like issue returns, apply discounts, handle billing issues) or make decisions without getting approval from their superiors, it might lower FCR rate. Reviewing company policies and procedures and empowering agents with more authority to resolve issues can have a positive effect on FCR rates.
- Efficient coaching and cross training: Call center agents should be well-informed about a company’s products/ services. They should be trained on how to handle various queries, troubleshoot complex issues and work with difficult customers. The regular coaching and cross-training of agents ensures they always have the right knowledge and are well prepared to handle customer requests within the first contact.
首次呼叫解决率优化
提高第一次呼叫解决率是呼叫中心的一个重要目标。以下是一些您可以采取的提高FCR率的建议和行动步骤:
- Based on your current results, set an FCR rate improvement goal for your call center.
- Do not set conflicting performance goals, such as increasing FCR and reducing average handling time (AHT) at the same time.
- Identify the most common inefficiencies, issues, and knowledge gaps to understand the root causes behind low FCR.
- Create an informative, detailed knowledge base agents can easily refer to whenever needed.
- Make critical customer data readily available for agents through integrating your call center software with CRM.
- Record calls and review support interactions from each communication channel for quality monitoring and identifying weak spots.
- Review your internal procedures and policies that lead to repeated calls.
- Hold regular coaching sessions to ensure agents are always equipped with the right knowledge and skills.
- Empower agents to resolve certain issues without approval from senior agents/ managers.
- Motivate agents and improve company morale to increase agent engagement and productivity.
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Frequently Asked Questions
What does first call resolution mean?
First-contact resolution (FCR) is one of the most important contact support metrics. It measures the proportion of support requests that are resolved in the first contact without escalations, follow-ups, or any other additional actions.
Is first call resolution an important metric for your customer service score?
FCR is a key driver of customer satisfaction. Clients prefer their issues resolved during the first interaction with a company. That makes FCR an important metric for measuring overall support quality.
How is first call resolution calculated?
FCR rate is calculated by dividing the total number of resolved cases on first contact by the total number of cases during a given time period. To collect data, you can use either external or internal FCR measurement methods.
What is a good first call resolution rate?
An industry standard for a good FCR rate is around 70-75%. The number can vary across industries and the complexity of a company's product or service. In general, the higher your FCR rate, the better.
What are the benefits of first call resolution?
The main benefit is the improvement of customer satisfaction and customer retention. With each follow-up call required to resolve the same issue, customer satisfaction drops by 15%. In addition, for every 1% improvement in FCR, call centers see a 1% improvement in CSAT and a 1% reduction in operational costs.
What are the challenges of first call resolution?
One of the biggest challenges businesses face is in defining and calculating their FCR rates. Poor agent training, lack of authority to resolve issues without escalating, high agent turnover, or an insufficient knowledge base also tend to cause issues.
What affects first call resolution?
First call resolution may be affected by many factors, such as the efficiency of call routing systems or long hold times. Also, it is important to factor in the complexity of the company's products or services - dealing with complex issues may require more escalations and follow-ups.
What are best practices for first call resolution?
Providing agents with easy access to critical customer data, knowledge base articles, enabling them to make decisions without having to escalate or transfer calls, as well as providing efficient cross-training.
How do I improve my first call resolution?
Set the right goals and avoid conflicting priorities. Identify the root causes for repeat calls, build a comprehensive knowledge base, give agents more authority, review and improve your internal processes, and hold regular coaching sessions for agents.
Expert’s note
首次呼叫解决是呼叫中心行业最关键的客户服务指标之一。成功的首次呼叫解决提升了客户体验,并降低了运营成本。