11 tips to improve the resolution of the first contact with data

Imagine this scenario: You buy a new printer, but you can't connect it to your router. You call the manufacturer, navigate the phone tree, and a representative walks you through the process. The next morning you try to print something. You get an error message: Disconnected from router. You sigh and call the help desk again as your workday comes to a halt. If only your problem had been fully resolved the first time you called. If you're an entrepreneur, CEO, or other business leader, first contact resolution (FCR) should be just as important to your business as it is to you as a consumer.

This metric, as shown in the example above, affects your customer satisfaction ratings and therefore your bottom line. If you can ensure that your customers get complete answers to their questions in a positive brand interaction, you will cultivate loyal brand followers.

In an age where customer service is increasingly frustrating, creating a positive and efficient experience is a wise investment. One of the surest ways to improve FCR is to use data to understand where your team can improve. Here are some tips to achieve this.

1. Look at the data you already have.

The first step is to perform a self-audit to determine what data you already have. Too often, companies treat data like a “closet full of clothes but nothing to wear” situation; many companies have tons of data but don't actually use it. Does your company already collect QA data and create scorecards for each of your agents? Do you collect average handle times (AHT) and occupancy (the time each agent spends interacting with customers)? Understanding your data already collected and associated references gives you a sense of the terrain as you work to improve your first contact resolution.

2. Think about the tools you might need.

Using technologies like AI can improve first call resolution (FCR), as well as average handle time (AHT) (statistics that often have an inverse relationship). Also assess your need for other tools. You may need to invest in specialized training for your agents, a rich knowledge base, an effective triage system, and perhaps data collection and analysis tools. You may even be able to purchase tools that you can use for different departments in your business, saving everyone time and money.

3. Prioritize the right metrics.

Once you're ready to set (or reset) your data priorities, make sure the metrics you're using are driving toward your desired goal. If your main goal is to improve first contact resolution, collect keywords from multiple contacts and CSAT scores for long calls versus short calls. Examine customer behavior on your website before and after they contact your chatbot. Get feedback from your team on what could also help them directly.

4. Use a tool that can collect metrics and use them in context.

Collecting data from your team's interactions can be a headache, but a tool like MaestroQA can automate QA data collection, saving everyone time. QA data serves as a check to ensure your agents are following your FCR best practices. It is also essential for bringing out new information to further increase first contact resolution. Once you have your QA data, use it and other metrics to get the full story behind agent performance.

5. Personalize your service to your customers.

Not all data you use has to come from your service center. Consider your customer demographics. Borrow information from your marketing team. Who do you sell to? What problems does your business solve? How does your product or service meet the needs of your customers? Once you put yourself in your customers' shoes, you'll better understand what they expect from their service interactions. You will also be able to better personalize each interaction.

6. Listen to what your customers are telling you.

If you want to know what your customers think of their experience with customer service, ask them. You can include short surveys at the end of chat interactions, such as email, phone, or text follow-ups...