How do you improve your first contact resolution rate?

1 Know your customers

The first step to improving your FCR rate is to understand your customers' needs, expectations, and preferences. You can use various tools and methods to collect and analyze customer feedback, such as surveys, reviews, social media, and analytics. You can also segment your customers based on their profiles, behaviors, and histories, and tailor your service accordingly. By knowing your customers, you can anticipate their issues, provide personalized solutions, and increase their satisfaction.

2 Empower your agents

The second step to improving your FCR rate is to empower your agents with the right skills, tools, and resources. You can train your agents on how to communicate effectively, listen actively, ask the right questions, and handle different scenarios. You can also equip your agents with the latest technology, such as CRM systems, knowledge bases, chatbots, and automation. These tools can help your agents access relevant information, collaborate with other teams, and resolve issues faster and more accurately.

3 Monitor and improve

The third step to improving your FCR rate is to monitor and improve your performance and processes. You can use various metrics and indicators to track and measure your FCR rate, such as customer satisfaction, repeat contacts, average handle time, and agent utilization. You can also use quality assurance methods, such as audits, reviews, and coaching, to identify and correct any gaps or errors in your service delivery. By monitoring and improving, you can continuously optimize your FCR rate and achieve your customer service goals.

4 Reward and recognize

The fourth step to improving your FCR rate is to reward and recognize your agents for their achievements and efforts. You can use various incentives and recognition programs, such as bonuses, prizes, badges, and feedback, to motivate and appreciate your agents. You can also create a culture of excellence and collaboration, where your agents can share best practices, learn from each other, and support each other. By rewarding and recognizing, you can boost your agents' morale, engagement, and loyalty.

5 Learn from others

The fifth step to improving your FCR rate is to learn from others who have successfully achieved this goal. You can benchmark your FCR rate against industry standards and best practices, and see how you compare and where you can improve. You can also network with other customer service professionals, join online communities and forums, and attend webinars and events. By learning from others, you can gain new insights, ideas, and strategies to enhance your FCR rate.

6 Experiment and innovate

The sixth step to improving your FCR rate is to experiment and innovate with new approaches and solutions. You can test and try different methods, channels, and formats to deliver your service, such as video calls, self-service options, and gamification. You can also solicit and implement customer feedback and suggestions, and involve them in your service design and improvement. By experimenting and innovating, you can discover new ways to delight your customers and increase your FCR rate.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?