In this customer-oriented era, solving product-related issues in the first attempt is indispensable for seamless business growth. And companies that take the importance of first contact resolution for granted usually struggle to maintain the strength of the customer base. It’s a no brainer that you cannot progress with the weakened customer base.
Besides appointing friendly agents, FCR takes an amalgamation of comprehensive agent training and the deliverance of stringent omnichannel solution. Attaining high first contact resolution sounds tough? Well, it is. That’s the main reason why most of the business owners avail customer support services from presumed inbound call centres.
Do you still want to achieve high FCR rate on your own? Here’s what you need to do for the same:
1. Set FCR goals for your inbound call centre agents
To serve inimitable solutions to customers in the very first attempt, it is significant to let your inbound call centre agents what goals they are expected to meet. It is important because if your support agents don’t know what your company is aiming for, they are unlikely to resolve issues during customer service interactions in a way they are supposed to do.
Plus, you must keep one thing in mind that the one-size-fits-all approach does not work on each channel. It is because you must speak at regular intervals during the call to make customers aware of your presence, while you need the tool that shows you are typing in real-time when interactions take place on mediums like social media or live chat. These things matter when your customer service goals revolve around CSAT score.
All in all, you must come up with some FCR goals while handling customer service operations. Or you can consider customer care services of inbound call centres.
2. Make every interaction personable
Do you know when it gets difficult to achieve high FCR rate? When most of the support requests come on one support channel. By and large, customers prefer the voice channel when they are in need of help. As revealed by the latest industry reports, around 60% of customers use the telephone channel to avail satisfactory resolution.
The major reason why most of the customers prefer to place a call is ‘Personal touch.’ Barring one-stop solutions, customers seek human touch during service interactions. For high FCR rate, it is instrumental to ensure better management of support requests, and for this, making every interaction on different channels personable is paramount.
Don’t you know how to give a human touch to support interactions happening on digital channels? It’s time to tie up with established inbound call centres.
3. Identify issues occurring multiple times
To achieve high FCR rate, you must aim for wiping out issues from the root because if you don’t provide one-stop resolutions, there is likelihood customers may approach again to discuss the same glitches. Such unnecessary interactions always hamper customer service operations. Plus, your business credibility is likely to be questioned, which isn’t good by any means.
Therefore, it is significant to identify those issues that take place over and over. After that, it should be checked whether the resolution to such issues is available in the knowledge ease or not. This can really help to attain high FCR rate. What’s more, you are likely to witness a significant drop in resolution time and negative reviews.
4. Study negative feedback
No matter how hard you try to deliver the best during customer service interactions, there are some things left to be addressed, which as a corollary, leads to negative feedback. Businesses running an in-house inbound call centre should take customers’ negative feedback on their chin instead of getting demotivated.
Negative feedbacks always uncover those factors that are pre-empting the FCR rate from soaring. Once such factors are revealed, you are likely to make crucial decisions, which paves the way for high FCR rate.
On the off chance, you are not getting an appropriate response of your conducted surveys, approach inbound call centres regarding customer care services.
Final few words:
For growing brand equity, you must serve customers the best, no matter whether it is related to products or support services. While handling customer service operations, aiming for high FCR rate is indispensable to attain seamless business growth.
First contact resolution not only aids in keeping the customer base strengthened but also sends a signal that nothing matters more than customer satisfaction for your brand. As a positive consequence, business longevity mounts.
With the help of this write-up, we have discussed the ways to secure an exhilarated FCR rate. Hope you haven’t faced any problem while going through it.
Thanks for reading!
