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Tracking Call Center Metric at Agent Level – First Call Resolution

Six Sigma – iSixSigma Forums Operations Call Centers Tracking Call Center Metric at Agent Level – First Call Resolution

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  • #54024

    Manbir Singh
    Participant

    One of the metric in call center voice process is First Time Resolution. In one of my processes, we have a related Metric of # of Customers calling within 3 days. We need some sort of tracking at the agent level to predict how we are performing on the Metric. Can some one advise the best way of how this can be tracked pro actively at an agent level. We do not have any automatic system to track this.

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    #193014

    Nick
    Participant

    A customer contact management software package would be the best way – everything else is probably comparable to fixing it with duct tape and coat hangers (i.e. a cheap and temporary solution that might be okay right now but probably won’t stand the test of time)…

    If a customer calls you multiple times do they usually call from the same number? If so, is it a fair assumption that if one of your customers called more than once in three days then they are calling about the same issue? If so, you could use the detailed call data from your phone system (i.e. the ANI) to detect multiple calls from the same phone number within a set period of time.

    If not you might also consider adding a line to the script for your agents where they proactively ask the caller if this resolved their problem (probably a good practice anyway if you don’t already do it). The agent could record this answer in a simple database (or add a field to a current database)… This would require both discipline and honesty on the part of your agents.

    Perhaps there are others than have more experience in the field than I and have better ideas?

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    #193015

    MBBinWI
    Participant

    @talk2manbir @nmudd has some great ideas, another might be to give the user a problem ID number. When they call back, you can ask if the current call relates to a former problem (and then tag it to the previous ID number).

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    #193062

    Vivek Pradhan
    Member

    Customer will only call again if the case is not closed . So you need to identify the closed and open cases.If you want to drive first time resolution in the team which is not 100% possible due to various factors, you need to understand all the cases in which first time was not possible and try to work on thoes parameters to avoid thoes reasons again. To use a system you need to know the number of agents taking call, are they from same location, are all in the same level of resolution and what type of process is it,determining this factors to can set up the tracking tool.

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    #193064

    Steve Clapp
    Participant

    I agree with Nick: a contact management/customer relationship management system will easily track repeat calls. Without such a system, you rely more on the customer’s input to tell you if the call is about a previous issue or a new issue. What I have seen call centers do that don’t have a CRM is to assume that if the same customer does not call back in x days, then the first call resolved the issue (you use 3 days; other organizations use up to 7 days). Rather than give the customer a case number to remember/lose, and rather than ask a clumsy question like “Is your call about your last issue or a new one?”, simply have the customer authenticate him/herself using the account number or Social Security Number (the latter is OK in the US, but not in Canada – and maybe not in other countries – because of privacy concerns). Then you can run a comparison of authentication variables against time: if the same authentication variable occurs greater than x days, you assume you do have first call resolution. Calculating the FCR rate is a matter of keeping a running track of all authenticated calls with and without repeat authenticated calls. You can use the first and last-plus-x days of each month as your cutoff points for tracking and reporting purposes.

    I hope this approach helps.

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    #195861

    Sheldon
    Member

    Most phone switches have reports that will export reports based off a caller’s ANI (Automatic Number Identification). You can then use Microsoft Excel’s “If” function to do the analysis if the caller calls back within a certain time frame.

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    #200362

    Shushant
    Participant

    From my point of view, it is important to conduct a root cause analysis on the unresolved calls to identify trends, pinpoint inefficiencies and can inform data-driven decision making.

    You can identify issues with following:

    Why was the call transferred?
    Why was the caller not satisfied with the answer?
    Who are the calls being transferred to?
    Are there any specific products or bugs that callers are most coming with?

    I think these questions can be easily answered by examining the data, checking the call logs, asking agents, listening to call recordings. All these metrics will really help you resolve first call resolution.

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    #200363

    Arsh Sharma
    Participant

    Customers want a resolution to their problem instantly. Thus, customer satisfaction strongly correlates to, with first contact resolution. That means, for live chat or web chats, customer’s queries need to be resolved before they hang up the phone or end the chat session. And to measure first contact resolution, I think following methods are best way to track:

    1. Post-call survey – A survey can be conducted post a call asking the customer whether or not their issue was taken care of completely.
    2. Repeat-call tracking technology – you can track whether or not a customer calls the call center for the second time for the same problem or issue

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    #200365

    Strayer
    Participant

    You may be looking at the wrong metric. Call centers tend to close the problem if they responded and the customer didn’t call back. What you really want to know is whether or not the problem was resolved to the customer’s satisfaction.

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    #202167

    Ronald
    Guest

    Manbir,
    I had the priviledge to work at a large call center at several companies in the U.S. Do you have any type of software that tracks calls? If you do you should be able to use a xBar and R chart to track the data.
    I found using this method many critical items.
    Let me know what tools you have available to you

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