Repeated re-routes are a major cause of low FCR. However, this issue can be resolved by,
- Ensuring your human agents have the skills and resources required to resolve as many core customer issues as possible
- Ensuring your IVR sends customers to the right expert straight away
Businesses can also equip their staff in the right way by taking three factors into consideration.
- Staff must be given as much independence and authority as possible
- Staff need to be able to go ‘above and beyond’ to meet customers’ needs
- Staff need to be presented with the ‘right’ problems
Human agents are often limited in their ability to resolve issues by a restrictive top-down organisation.
By this, we mean that agents aren’t able to resolve customer issues because protocol requires them to escalate certain issues to a superior. If First Contact Resolution is to be improved, agents need to be given independence and authority – you must trust them to perform their role.
This also ties in with our second factor – staff must be encouraged to use their initiative to think beyond the confines of scripted or pre-defined responses, to offer innovative and unique solutions to customers’ issues.
If you limit a human agent by placing them within a restrictive and inflexible customer service system, you are robbing them of their most valuable traits – their ability to empathise, adapt, and make exceptions.
Finally, a business’ customer service system must be set up so as to identify and funnel particular problems to appropriately qualified agents. An effective response system will try and identify the customer’s reason for making an enquiry and push it towards the most suitable department or individual. In this respect, Interactive Voice Response (IVR) technologies are particularly useful.