The author emphasizes that improving FCR should be a priority for companies, as it is easily measurable, strongly correlated with revenue growth, and a competitive differentiator. The article concludes by suggesting that business leaders should set the right goals and focus on increasing FCR in the coming year.
Key takeaways:
- Improving first-call resolution (FCR) can significantly enhance customer experience and potentially add billions of dollars in incremental revenue to companies' bottom lines.
- Effective ways to increase FCR include providing agent training, empowering agents, implementing effective call routing, using CRM systems, analyzing call data, implementing self-service options, setting realistic SLAs, creating a knowledge-sharing culture, and cross-training agents.
- Artificial intelligence (AI) can be used to route calls more effectively, directing them to the most qualified agents based on their expertise and the nature of the issue.
- Customer relationship management (CRM) systems can help agents access customer history and information quickly, enabling them to provide more personalized and efficient support.