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First Call Resolution - The Key To Superior Tech Support
- 1. First Call Resolution The Key to Superior Tech Support Listen to audio over your computer speakers or you may phone in: Australia #: 03 9008 6791 New Zealand #: 09 985 3589 Access Code: 671-140-838 We will begin at approximately 2pm Australian EDST
- 2. Intro to your moderator Todd Lewis Citrix Online
- 3. The Questions Pane Type question here
- 4. Meet your presenter Rob McDougall R bM D ll President and CEO Upstream Works Software Ltd.
- 5. POLLING QUESTION What are your First Contact Resolution y rates? 1. 1 Under 50% 2. 50%-70% 3. 70%-85% 4. Over 85% 5. Unknown
- 6. WHY FIRST CALL RESOLUTION? 30% of call centre work is re work re-work Repeat calls directly affect customer satisfaction ti f ti Drives process formalisation Reduces cost Reduces complexity
- 7. COMPLEX FCR Define a process Measure to a process Eliminate Variances Eliminate errors Reduce repeat calls Complex interaction in the right number of calls
- 8. FCR FOR A COMPLEX TRANSACTION S tti and meeting th expectation of th Setting d ti the t ti f the customer Not ‘one and done’ Use of typical ‘First Call Resolution’ metrics i not R l ti ’ t i is t obvious
- 9. COMPLEX INTERACTION EXAMPLES Technical help desks Initial report call Specification of required information Collection time May be resolved subsequently by agent May be forwarded to domain expert Requires final closure/ resolution with caller Often involves cross- channel (email/ phone) Not measured well
- 10. CAUSES OF NON-FCR Agent ability Access to information Authority Business process p Customer
- 11. COMPLEX INTERACTION DEFINITION Any interaction that cannot be solved by an agent with the proper training, tools, authority and process
- 12. CHARACTERISTICS Cross channel There is cross channel interaction Consultation C lt ti There is a consultation with a domain expert t Call back The caller is given interim instructions
- 13. IS MULTI CHANNEL COMPLEX? Email/ fax/ CHAT complex? May be hard to measure Not in themselves complex N t i th l l Email is most prone to complexity Multiple interactions M lti l i t ti
- 14. PREDICTABLE DOMAIN EXPERTS Domain experts may be scheduled in call centre Insurance claims If not, the process is complex by definition d fi iti May or may not be available for the caller How are expectations set? Response times are not predictable
- 15. CALL CENTRE T YPES All call centres have ‘one and done’ one done interactions May be seen as complex High Volume; Low Variability Customer service Mostly non complex interactions Low Volume; High Variability Knowledge workers g Triage Significantly more complex interactions
- 16. WHAT DID I DO TODAY? Measure the interaction details Has both simple and complex interactions i t ti Less well defined measurement Complexity used as an excuse not to measure Less well defined processes
- 17. LOW VOLUME, HIGH VARIABILITY
- 18. AGENT WORK
- 19. COMPLEX INTERACTIONS Process ?
- 20. THE COMMON THREAD HE OMMON HREAD
- 21. WHERE IS THE MYSTERY? Complex interactions Understand what the agents are actually doing Understand what the process is For customer facing interactions Stop guessing!
- 22. POLLING QUESTION What best describes your support challenges? 1. Mix of phone and multi-channel 2. Complex processes 3. No Measurement 3 N M t 4. All of the above 5. None of the above
- 23. THE KEY
- 25. STEP 1 - DEFINE THE PROCESS Call reason tracking to identify patterns Many call types Look for patterns Determine intra-process steps
- 26. DEFINE THE PROCESS Step Step 2 4 Step Process P 1 Step ? 5 Step 3
- 28. STEP 2 – IDENTIFY THE INTERACTIONS Measure all agent activities related to interactions Call and after call Email and after email Measure elapsed ti M l d times Correlate multiple interactions
- 29. IDENTIFY THE INTERACTIONS Step 2Process P ?
- 30. Step Step 4 3 Step Step 1 Step 2 1 Step Step Step p 1 1 4 Step Step 3 2 Step 2 Step Step 2 Step 1 2 Step 2 Step 3 Step Step 3 4 Step Step Step Step Step Step 1 1 3 3 Step 4 4 4
- 32. STEP 3 – COMMUNICATE THE PROCESS Train agents on each process step Communicate the process to callers Set expectations after each step
- 33. FCR AND THE COMPLEX CUSTOMER INTERACTION Each process has multiple steps Agents should execute process with each step ‘one and d h t ‘ d done’ ’
- 34. STEP 4 – ELIMINATE VARIANCES
- 35. STEP 4 – ELIMINATE VARIANCES Define D fi an optimal process and measure ti l d to it Do D each step once and only once h d l Address variances from optimal Be sure it makes customer and business sense.
- 36. STEP 5 - MEASURE TO CONFORMANCE Complex processes, when measured, C l h d lose their mystery Predictable P di bl Repeatable Measurable Improvable Learn and use best practices
- 37. WHAT I DID TODAY
- 38. THE ‘SIMPLE’ COMPLEX INTERACTION Is the situation really complex? Really? No, N really? ll ? “We’ve always done it this way”
- 39. COMPLEX PROCESS IMPROVEMENT Access to the right information and tools Knowledge base Eliminate Eli i t use of an IVR f For complex transactions Leverage the internet if you can
- 40. THE BENEFITS FCR Reduced call volumes Improved customer satisfaction I d t ti f ti Process improvement Better agent management Expose process holes
- 41. ABOUT UPSTREAM WORKS Call centre solution provider Focus on First Call Resolution measurement and improvement t di t Addressing agent and call handling needs UpStart Experience Suite Measure FCR 3 ways out of the box Use with GotoAssist to simplify complex processes and measure results
- 42. Rob McDougall Rob McDougall President Upstream Works Software rmcdougall@upstreamworks.com +1 905 660 0969 x 358 twitter:up_rmcd twitter:up rmcd
- 43. & Type question here
- 44. Get started today! Please call now to have all your questions answered. ti d Try it Free 1800 451 458 (Australia) 0800 424 874 (New Zealand) www.GoToAssist.com We will send you a link to the recorded session within 24 hours. Thank you for attending!
- 46. SUMMARY Mystery means things are complex Measure to eliminate the mystery Define the process Break down each process into steps FCR from repeat calls within a process Eliminate variances from the optimal process
- 47. Get started today! Please call now to have all your questions answered. ti d Try it Free 1800 451 458 (Australia) 0800 424 874 (New Zealand) www.GoToAssist.com We will send you a link to the recorded session within 24 hours. Thank you for attending!