First Call Resolution The Key to Superior Tech Support The Key to Superior Tech Support Listen to audio over your computer speakers or you may phone in: Australia #: 03 9008 6791 New Zealand #: 09 985 3589 Access Code: 671-140-838 We will begin at approximately 2pm Australian EDST
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First Call Resolution - The Key To Superior Tech Support
First-contact resolution (FCR) is the 'Holy Grail' for a technical support operation - directly impacting customer satisfaction, loyalty and corporate revenue.
Join us for a live Webinar to hear Rob McDougall, president of Upstream Works and an expert on FCR, discuss how technical support centres can significantly reduce call volume, increase customer satisfaction and positively impact the bottom line.
You will also discover how successful companies leverage remote support to dramatically increase FCR and reduce costs.
Attend this interactive Webinar to learn: -- Steps for measuring and improving FCR within your IT support operation -- The strategic impact of FCR on both bottom- and top-line operations -- How remote-support technology is a key contributor to increased first-contact resolution -- And more...
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Transcript
First Call ResolutionThe Key to Superior Tech SupportThe Key to Superior Tech Support
Listen to audio over your computer speakers or you may phone in:
Australia #: 03 9008 6791 New Zealand #: 09 985 3589Access Code: 671-140-838
We will begin at approximately 2pm Australian EDST
Intro to your moderatorIntro to your moderator
Todd LewisCitrix Online
The Questions PaneThe Questions Pane
Type question hereType question here
Meet your presenterMeet your presenter
R b M D llRob McDougallPresident and CEOUpstream Works Software Ltd.Upstream Works Software Ltd.
PPOLLINGOLLING QQUESTIONUESTION
What are your First Contact Resolution yrates?
1 Under 50%1. Under 50%
2. 50%-70%
3. 70%-85%
4. Over 85%4. Over 85%
5. Unknown
WWHYHY FFIRSTIRST CCALLALL RRESOLUTIONESOLUTION??
30% of call centre work is re work30% of call centre work is re-workRepeat calls directly affect customer
ti f tisatisfactionDrives process formalisation
Reduces costReduces complexity
CCOMPLEXOMPLEX FCRFCR
Define a processDefine a processMeasure to a processEliminate Variances
Eliminate errorsReduce repeat calls Complex interaction in the right number of calls
FCR FCR FORFOR AA CCOMPLEXOMPLEX TTRANSACTIONRANSACTION
S tti d ti th t ti f thSetting and meeting the expectation of the customer
Not ‘one and done’Use of typical ‘First Call R l ti ’ t i i tResolution’ metrics is not obvious
Technical help desksTechnical help desksInitial report callSpecification of required information
Collection timeMay be resolved subsequently by agentMay be forwarded to domain expertMay be forwarded to domain expertRequires final closure/ resolution with callerOften involves cross- channel (email/ phone)Not measured well
CCAUSESAUSES OFOF NNONON--FCRFCR
Agent abilityAgent abilityAccess to informationAuthorityBusiness processpCustomer
Any interaction that cannot be solved byAny interaction that cannot be solved by an agent with the proper training, tools, authority and processauthority and process
CCHARACTERISTICSHARACTERISTICS
Cross channelCross channelThere is cross channel interaction
C lt tiConsultationThere is a consultation with a domain
texpertCall back
The caller is given interim instructions
IISS MMULTIULTI CCHANNELHANNEL CCOMPLEXOMPLEX??
Email/ fax/ CHAT complex?Email/ fax/ CHAT complex?May be hard to measureN t i th l lNot in themselves complexEmail is most prone to complexity
Domain experts may be scheduled inDomain experts may be scheduled in call centre
Insurance claimsInsurance claimsIf not, the process is complex by d fi itidefinition
May or may not be available for the callerHow are expectations set?Response times are not predictable
CCALLALL CENTRECENTRE TTYPESYPES
All call centres have ‘one and done’All call centres have one and done interactions
May be seen as complexHigh Volume; Low Variability
Customer serviceMostly non complex interactionsMostly non complex interactions
Low Volume; High VariabilityKnowledge workersgTriageSignificantly more complex interactions
WWHATHAT DDIDID I DI DOO TTODAYODAY??
Measure the interaction detailsMeasure the interaction detailsHas both simple and complex i t tiinteractionsLess well defined measurementComplexity used as an excuse not to measureLess well defined processes
+1 905 660 0969 x 358twitter:up rmcdtwitter:up_rmcd
&Type question here
&
Get started today!Get started today! Please call now to have all
ti d
1800 451 458 (Australia)
your questions answered.
Try it Free1800 451 458 (Australia)
0800 424 874 (New Zealand)www.GoToAssist.com
We will send you a link to the recorded session within 24 hours.
Thank you for attending!
SSUMMARYUMMARY
Mystery means things are complexMystery means things are complexMeasure to eliminate the mystery
Define the processDefine the processBreak down each process into stepsFCR from repeat calls within a processFCR from repeat calls within a processEliminate variances from the optimal process
Get started today!Get started today! Please call now to have all
ti d
1800 451 458 (Australia)
your questions answered.
Try it Free1800 451 458 (Australia)
0800 424 874 (New Zealand)www.GoToAssist.com
We will send you a link to the recorded session within 24 hours.