How to measure first contact resolution

Measuring First Contact Resolution (FCR) can be tricky.

In order to get an accurate picture of how well your team are doing, it’s best to employ a range of methods and have a clear strategy.

Ask the customer

The most straightforward way to establish the success of your company’s FCR is to ask the customers.

You don’t need to circulate an elaborate survey, simply asking whether their query was resolved the first time they contacted you will yield an initial overview of how well you’re doing.

The problem with this, is that many customers may need repeat contact to solve their query for legitimate reasons.  Also, some customers will refuse to answer even a single-question survey.

Use a tracking system that kicks in as soon as your customer picks up the phone

If the only customers you take into account are the ones who speak to an agent, then you’re missing crucial information.

Some customers may be trying to make contact with your agents without success.

Maybe they call when you’re closed or when all your agents are tied up on other calls.  They might get through to an agent but end the call early or hang up before getting to the end of a lengthy automated system.

If you fail to track customers from the point they pick up the phone, for all you know, a large portion of your customers may be trying and failing to make contact with your agents.

Have your agents keep a log

A low-tech method of tracing FCR is to ask your agents to keep a tally of how many queries they resolved on first contact.

You can gather a meaningful set of data over as little as three days.  However, beware that your agents don’t skew their results if they’re concerned their personal performance is going to be judged.

Create an auto-email to follow-up with each of your customers

Auto-emails are cost-effective and easy to set up.

After their call, the customer will get a follow-up email asking if their query was resolved.

This method does rely on the customer possessing and being willing to disclose a personal email address.

Keep an eye on social media

It’s increasingly common for customers to take to social media channels to vent their anger or express their satisfaction at the customer service they’ve received.

Customers vote with their feet

Many customers won’t bother to complain if they are dissatisfied with their service.  Some don’t even bother to call back a second time, even though their problem has not been resolved.

They simply make a mental note of the poor experience they had with your company and switch to one of your competitors.

Keep your eye on statistics across all of your different channels of contact to see if customers are repeatedly trying to solve the same query through different channels.

You’ll need CRM integration for this, but it’ll yield more accurate information about your FCR.