The efficiency of the contact center in Canada can be determined on several factors like productivity, the performance of the agent, and how they can meet customers demand. The significant metrics that play a pivotal role in determining the efficiency of the contact center is the length of time taken to resolve the query of the customer. This metrics is also known as First Contact Resolution (FCR).
What is First Call Resolution (FCR)?
FCR rate is the number of times a contact center in Canada was able to resolve the query or issue of the customer in a single call or communication via other channels like email, chat, or social media. Higher the FCR rate means the higher the satisfaction rate of customers and the total operating cost of the contact center in Canada is minimal. On the other hand, a lower FCR rate means mediocre team performance and resources not utilized thoroughly. Thus, it is essential to make use of the available resources entirely as per their ability.
What are the tips to enhance Contact Center FCR?
Do you want to improve your contact center FCR score? Thus, to grow, it is essential to ensure that customers are connected with the right agents and get a timely solution. Doing this will make it easy to lessen down the churn rate and turns customers in brand evangelists. Despite this, there are many ways which not only helps in improving customer experience but FCR score of the contact center in Canada. Some of the tips are described below:
Recognize the Reasons behind Repeat Calls
The common factor which affects the rate of FCR of the contact center is several times a call is received via the same customer. It is imperative to understand that getting such kinds of repetitive requests results in impacting complete FCR rate. Thus, the best way to come out of this issue is to recognize the reason behind these calls, searching for ways to fix them, and finding an alternative solution which can be offered to consumers in trouble. So, making the procedure a daily practice such that you can move towards a completely seamless process.
Create a consumer profile after checking contact behaviour
If a contact center in Canada knows a lot about their customers and reasons for their call, it becomes easier to meet up their demands. As a result, it helps in enhancing the contact center FCR. Thus, the analysis of the customer contact behaviour can be done in several ways such as grouping customers as per their characteristics or profile, demographic information such as gender, age, industry, reasons for the call, etc. Grouping the customers under several categories can make it possible to learn who is calling and their issues. Thus, in a way, it can be served as a great help to introduce the seamless procedure in the contact center.
Implement intelligent contact center software
If you contact center representative gets complete access to caller relevant data as soon as he/she calls the contact center, it will be easier for them to provide proficient customer support services. The call center in Canada with advanced software enables this facility as it has full contact long be it via email, phone, or any other means. Having all the information accessible in the hands of call center agents helps them to resolve the issue in less time. Thus, this improves the rate of FCR. Moreover, providing the agent with the dashboard that enclosed details about his/her performance helps in improving the score of FCR.
Enable Automation wherever possible
Enhancing the availability of the options of self-service like knowledge guide and FAQ is a perfect method to improve the FCR score of the call center in Canada. Thus, uploading the data in a way that can be comprehended and easily accessible makes it easier for consumers to get necessary data such as working hours, account information, and promotions. As a result, it helps in enhancing the complete call volume received by the call center agents. It is imperative to ensure that all the data uploaded on the website is regularly updated. Doing this will end the risk of offering customer access to decayed or useless data.
Focus on Enhancing Call center representative Performance
The representatives lie at the core of every operation of the call center. This means that they play a pivotal role in determining the extent to which call center can attain maximum customer satisfaction. Thus, it is essential to keep them wholly informed and trained perfectly such that they can easily handle the customers in a better way which enhances the FCR score of the call center. Train the agents on some aspects such as advantages and disadvantages of using the software, call control methods, how to utilize software, and call etiquettes while motivating them to perform in a better way by making them understand the way to enhance FCR score. Doing this will not only increase the performance but also helps in improving the FCR score of a call center in Canada.
Follow Systematic Way to Enhance FCR Rate
Despite these, empowering the call center representatives to make their own decision, enhancing internal communication, making available call tracking tools, gather the feedback of customers via speech analytics and surveys which is another way to improve FCR score. It is significant to check query of customer correctly, which can help you to transfer the call to the right agent. Thus, it will make it highly easier to accomplish a high level of FCR/CSAT score.
Well, it is imperative to understand that enhancing the score of FCR is not a one day process. It will need constant efforts by the team as well as hard work to ensure that the contact center in Canada can thrive in this competitive world. So, start making the efforts and reaps its benefits.
Do you want to enhance the FCR rate of your contact center in Canada? Then, read the blog and know all the tips and tricks which can assist you. These tips will help the contact center to increase their first call resolution score. If you need the assistance of the company which has high FCR rate then hire Coracc Technologies. We are one of the renowned BPO services provider company offering superior customer services in USA and Canada.