Most customers who call your business have already exhausted all other options. They’ve tried to resolve the issue themselves, looked on your website for the needed information, and maybe even chatted with an AI agent. But none effectively worked.
Now they are seeking help from a live agent – and their satisfaction and loyalty lie in the balance.
At this moment, it’s critical that your customer service agents are able to resolve the issue quickly and efficiently. Yet many companies struggle with low first call resolution (FCR) rates.
How can you improve FCR rates and retain satisfied customers?
Let’s take a look.
Strategies for improving first call resolution
The good news is you’re not alone. Companies are constantly working to improve their first call resolution rates. And there are some tried-and-true best practices to turn to.
1. Enhance agent training and knowledge.
The most basic first step is to ensure your agents are properly trained. They should be knowledgeable about all areas of the company and have access to resources that enable them to resolve a wide range of issues.
Agents should also receive training in effective communication techniques, such as active listening, empathy, and clear articulation.
Agents need to be able to understand customer issues and convey solutions effectively.
Beyond basic training, empower agents to make decisions themselves. They should be able to take action (such as offering compensation or a refund) without needing to escalate or transfer the call.
2. Implement effective call routing.
Advanced call routing technology manages incoming calls and directs them to the most appropriate agent. This technology can route calls based on:
- The skills needed to resolve the issue
- The urgency or complexity of the issue
- The customer’s value to your company
- The language your customer speaks
- A customer’s history and preferences
- Balancing the load of incoming calls between different agents and teams
Advanced call routing technology boosts FCR rates, enhances overall customer satisfaction, and reduces operational costs. It even improves agent morale by enabling them to solve problems more effectively. Effective call routing technology is critical for meeting customers’ needs.
3. Leverage customer feedback and data analytics.
As with all customer satisfaction services, customer feedback and data analytics provide invaluable insight. Review survey responses and analyze call recordings to understand why specific calls weren’t resolved the first time.
Are there gaps in your service? Do your agents need a bit more training? It could be as simple as improving your self-service options. Consider adding more detailed FAQs to your website, integrating chatbots, and implementing interactive voice response (IVR) systems. This allows customers to solve simple issues themselves.
Conclusion
At eHuman Resource Services, we pride ourselves on our high first call resolution rates. Our agents undergo in-depth training on your company, products and services, and proper communication skills. They are empowered to make real-time decisions to meet your customers’ needs and retain their loyalty.
Contact eHRS to learn how our professional agents, cutting-edge technology, and effective strategies can improve your FCR rates and boost your customer satisfaction.
