The First Contact Resolution (FCR) by Agent report can help you understand how effective your Agents are in resolving incoming Customer requests on the First Contact.
Key Concepts and Definitions
These are concepts and definitions you should be aware of to understand this report:
- First Contact Resolution is when a reported issue is resolved on the First Contact with the Customer without any additional follow-up.
- Contacts are phone calls, messaging sessions, emails, or voicemails. Contact can be defined as an Inbound (started by the Customer) or Outbound (started by the Agent) activity. Contact may contain one call or multiple messages (individual chat messages, SMSes, etc.).
- Conversations are a series of Contacts with a Customer about one or more questions. It can also span across different Channels and Topics.
- Agents are the front line of your Customer Support Center. They handle Conversations and their Contacts and can be assigned to multiple Inboxes.
Understand the Basics #
When to use the First Contact Resolution (FCR) by Agent report #
Use the First Contact Resolution (FCR) by Agent report if you have questions around:
- How good are our Agents at answering a Customer’s question on the First Contact?
- Is our FCR increasing over time?
- Do certain days have higher/lower FCR?
How often to view the report #
Review this report weekly to gain valuable and actionable insights.
Take Action #
Once you understand the report, you can take action and make improvements.
First Contact Resolution (FCR) by Agent is Increasing #
If your First Contact Resolution (FCR) is increasing for a particular Agent, that is excellent news! This means they are helping your Customer quickly and efficiently without needing additional Contacts.
- Take a look at your Active Conversation Handle Time by Agent report. Did that also change? If it’s steady or decreasing, it’s a good indicator that your Agents are helping Customers efficiently.
- Talk to your Agents. Try to learn and understand what allows them to maintain or increase the % of their First Contact Resolutions. Share your learnings during training or as best practices.
- Look at your Topics usage. If an easier Topic is showing a high volume of Conversations, this could sometimes increase FCR.
- If Customers are asking questions that are easily deflectable, think of providing self-service options, or try exposing your FAQs for your Customers to see before they decide to reach out to you.
First Contact Resolution (FCR) is Decreasing/Low #
If your First Contact Resolution (FCR) is decreasing/low for a particular Agent, this means it’s taking your Agent multiple Contacts to help a Customer. Think of the following points to understand why this is happening:
- Did a particular Topic spike in usage in the same time frame as to when your FCR also decreased? If so, is your Agent well equipped to handle the Conversations?
- Think of the Channels the Agent is working in. Are they new to that Channel? Look for training opportunities to best improve their chances of increasing their FCR in the Channels they staff.
- Check your Channel Mix report. Are Customers reaching out to you more on specific Channels? For example, it’s typically more challenging to achieve FCR through email because it could require more exchanges of communication. This is especially true for escalated/technical issues.
- Look into or implementing or improving your self-service options. Make sure your Customers can easily access this information.