At Qualishore, our prime focus is solving customers’ issues in the first instance that they have contacted us. However, First Contact Resolution (FCR) is more than just friendly agents. In order to achieve this goal, it requires a combination of agent training, a robust omnichannel solution, and an efficient contact center protocol.
Here are five (5) steps we use to achieve first contact resolution for maximum customer satisfaction.
1. Discuss FCR goals with your staff
In an effort to serve customers well, your agents need to know what goals are expected of them. Besides, ensure you have established whether first contact resolution should take priority over other metrics such as average handle time, among others. Most importantly, let your agents know if they are permitted to spend more time on an interaction if it helps them find a permanent solution to the customer’s issue.
2. Give every interaction a human touch
Connecting with customers emotionally is critical to helping them find quick solutions and ending the interaction on a positive note. Agents can do this by keeping a friendly tone, showing empathy, and listening attentively. These mannerisms can calm down frustrated customers and instill confidence in your brand. Through regular training and mentoring, agents may sharpen their interpersonal skills and increase their chances of achieving first contact resolution every time.
3. Identify recurring issues
Understanding ongoing customer concerns is a vital way to achieve FCR. Use different means to determine recurring reasons for contact: Look at customer surveys, monitor calls, analyze social media and live chat transcripts, and use text and speech analytics to gain a clear picture of these issues. Once they have been identified, your brand will be better prepared to solve problems before they arise.
4. Use an omnichannel approach
While some customers may prefer to interact on a single channel, sometimes it is in their best interest to make a switch. For example, if a customer asks a question on social media that requires sharing personal data, the agent should certainly move him to a more private channel. With such a gesture, the customer’s privacy is protected, and his problem is addressed on an appropriate channel.
5. Verify the customer’s satisfaction
An agent may think a problem has been solved. But does the customer feel this way? Always check with the customer to learn if he has any questions or concerns regarding an agent’s proposed solution. If there are still lingering issues, and the customer needs more support, be sure to keep going until a genuinely satisfying solution is found. First contact resolution ultimately saves your customers time and sends the message that your brand takes them seriously. By supporting your agents consistently, you can ensure their success and the satisfaction of your customers.
To help deliver the very best customer experiences, contact us if you’re interested in learning more about our services.