Fulfilling the needs of a customer is the core function of customer service. Let’s face it, you want your call center to fix as many customer problems as possible, and you want to get it right during the caller’s first contact.
This is where first call resolution comes in.
First call resolution (FCR) is a key performance indicator meant to ensure that each customer’s problem is truly resolved during their first transaction. That way, they won’t have to dial your hotline again because of the same problem. Aiming for FCR lets you provide effective and efficient services, leading to a positive customer experience.
To ensure that your agents are able to successfully resolve customers’ issues, remind them that they don’t have to rush the conversation. While a fast resolution is ideal, aiming for speed alone may prevent agents from addressing the callers’ concerns effectively. Otherwise, customers will be forced to seek your help again for the same problem, leading to a poor experience and, possibly, customer churn.
These are the top three benefits of achieving high FCR rates.
1. It fosters customer loyalty.
Studies show that customers are more likely to stay with a brand if they find its customer service effective. When your brand reps can confidently handle customers’ issues, people would trust your brand more. This way, you assure customers that they can count on you when they have concerns related to your brand.
2. It ensures customer satisfaction.
Resolving concerns on the first try adds up to a positive customer experience. In contrast, if agents are unable to effectively address customers’ concerns, customers might attribute that to lack of competence. Devoting your time and efforts in boosting FCR can make customers feel cared for and valued.
3. It is cost-efficient.
Repeat calls are costly. They steal the time that you could devote instead to other customers. Achieving FCR, however, means your team can handle more transactions, which boosts your profitability while helping you make the most out of your operation expenses.
Putting your customers first means paying attention to their issues and concerns, and this is beneficial both for your company and your customers. You can achieve high FCR rates by providing your customer service team with proper training and guidance.