How to Improve First Call Resolution with AI in VoIP Contact Centers?

“I called about  this yesterday but still have the same problem.”

“This is my fifth time calling you to fix my problem.”

Nobody in the customer service profession likes to hear such words. When a consumer tells you that they have called your contact center several times to settle a single issue, they are probably frustrated and may be ready to cease doing business with you.

First call resolution (FCR) is one of several critical metrics to monitor to provide great customer service. The main goal of most call centers is to provide good customer service. This First Call Resolution (FCR) blog is a comprehensive guide to identifying, tracking, and optimizing FCR to improve customer experience and call quality.

So, here is a comprehensive guide on how to improve first call resolution with AI without further delay.

What is the first call resolution(FCR)?

The first solution is an important measure and product of customer relationship management (CRM). When a customer service representative resolves a customer’s need in the first conversation, the customer does not need to contact the company again.

FCR is one of the most important Key Performance Indicators to track in contact centers. Along with other critical indicators and KPIs, it aids in evaluating a contact center’s overall performance, agent efficiency, and customer happiness.

First-call resolution can significantly impact call center operating costs. Improved FCR leads to lower inbound call traffic because fewer clients have to call back numerous times to fix their issues, lower customer attrition due to better client satisfaction, increased agent efficiency, and lower cost per call.

Why is a first-call resolution important in a contact center?

First call resolution (FCR) is the foundation of contact center operations due to its multifaceted impact. 

The first call solution ensures the highest level of efficiency and visibility of all call centers and shows the best effect when the FCR value increases:

1. Reducing operating costs
2. Reduces customer risk of defection 
3. Boost customer satisfaction
4. Enhances employee satisfaction
5. Increase opportunities to sell
6. Improves net promoter score

In general, FCR call center metrics inform enterprises about where they are encountering problems and where they may enhance their procedures.

Improved FCR rates can boost a company’s bottom line by increasing measures such as FCR, which measures customer service. Companies can cut customer service costs by improving operational efficiency.

The FCR assesses how well a company provides service across all channels and in its initial client interactions.

How do you calculate the first call resolution rate?

To calculate your FCR rate, divide the total number of calls resolved on the first attempt by the total number of first calls your call center received during the specified period. 

First Call resolution provides the highest level of effectiveness and efficiency. 

First call resolution rate = (Resolved incidents in first contact / Total incidents) *100%

For example, if you receive 200 calls in a day, out of which 100 got resolved in the first contact, then your FCR rate will be:

First call resolution rate = (100/200)* 100 = 50%

Using this formula, you can measure FCR for different periods (such as monthly, quarterly, and annually) to identify patterns and make adjustments.

Why did contact centers start using first-call resolution?

In the contact center sector, providing an exceptional customer service experience is frequently the primary goal; therefore, it’s not surprising that call center supervisors were drawn to tracking initial call resolution to discover problems and assess center performance.

After all, the more consumer inquiries you answer on the first call, the higher your customer happiness must be, correct?

However, focusing too much on FCR can be counterproductive. Why? Specifically, it can cause customer service teams to become fixated on finding the quickest rather than the best solution for a caller or customer.

Adopting a first-call resolution in contact centers is motivated by a desire to improve customer satisfaction, operational efficiency, and overall center performance. It consistently offers excellent customer service while effectively controlling expenses and increasing customer retention.

How to improve first call resolution with AI in VoIP contact centers?

AI technologies in VoIP contact centers can improve first-call resolution, increasing customer happiness and efficiency. Furthermore, such technologies will reduce the need for human interaction by responding to complex queries using AI-powered staff assistants such as Interactive Voice Response (IVR) with natural language processing capabilities. 

Intelligent routing improves this by assessing incoming calls and routing them to the most appropriate agent based on the nature of the call and the agent’s familiarity. Customers can use automated troubleshooting and self-service options powered by AI to fix simple problems, allowing agents to focus on more difficult ones.

Keeping client information private requires strong data privacy and security safeguards. To improve further, AI algorithms must be updated regularly using performance data and evolving client requirements.

5 significant tips to enhance first-call resolution without compromising the customer experience

Don’t worry about your current FCR; you can still improve it by taking thoughtful steps to engage your customers and optimize your internal processes.

1. Emphasize FCR techniques in training:

Enable agents to resolve customer issues through first contact. Additionally, identify employees who encounter repetitive situations and conduct short training sessions to improve their FCR and reduce competition.

2. Find common issues for delayed resolution:

Customer service personnel cannot solve some problems, such as telephone and an internet connection, with equipment that requires physical service such as air conditioners and televisions at first contact. It usually takes a few calls for a technician to come and fix the problem. Identify common problems and develop solutions to accelerate resolution.

3. Minimize call transfers:

Moving calls from one agent to another can reduce customer satisfaction, lead to customer hang-ups (if the wait is long), and reduce FCR. You can reduce the number of calls by allowing the following delegates:

To calculate your FCR rate, divide the total number of calls resolved on the first attempt by the total number of first calls your call center received during the specified period.

• Issue refunds and credits
• Remove shipping charges
• Remove late fees 
• Solve warranty-related issues
• Apply promotional discounts

4. Consult other’s KPIs:

Even if your company determines that FCR value is important, you should not focus on a specific KPI or analyze your profile in isolation. Often, one KPI affects another KPI, and improving (or sacrificing) one KPI affects another metric. Partnering with a learning management system (LMS) can help identify interactions and make improvements to balance multiple KPIs.

5. Ask if you solved the problem before leaving the call:

Is there a simple but sometimes overlooked way to ensure employees aren’t focusing on FCR at the customer’s expense? Ask the caller if the problem has been resolved. This much. Make this part of your training materials and try to ask these questions before answering the phone. This allows callers to clarify customer questions or ask follow-up questions.

Conclusion

Improving the initial solution increases customer satisfaction and reduces noise. Use the ideas and best practices mentioned in this article to improve the customer experience and improve the solution the first time.

Features like CTI customer screen pop-ups, advanced search options, IVR systems, and existing communications can improve your FCR. A call center solution that provides quality analysis can help you evaluate the initial solution correctly. Providing excellent service has become a priority.

FAQs

What is the difference between first contact resolution and first call resolution?

First Contact Resolution rate and First Call Resolution rate are both customer service metrics, often used interchangeably. The only difference is that First Contact Resolution measures the percentage of customer inquiries resolved on the first attempt regardless of the support channel (phone, email, website chat, social media, etc.). At the same time, first-call resolution is specifically related to phone interactions or IVR touchpoints.

What is an excellent first-call resolution rate?

A good benchmark for the FCR rate may vary based on the industry, the complexity of the products or services a company provides, and the call type. Generally, the industry standard for a good FCR rate ranges between 70% and 79%. If an FCR rate within a contact center is below 70%, it might indicate that specific improvements are needed; otherwise, it can negatively impact customer satisfaction levels.

How do agent training and skills affect FCR rates?

Well-trained agents with the necessary expertise are more likely to resolve customer inquiries or issues on the first call, leading to higher FCR rates.

Why is FCR important for contact centers?

FCR is vital for contact centers because it leads to higher customer satisfaction, cost savings, improved agent productivity, and enhanced performance metrics, ultimately contributing to overall operational efficiency and effectiveness.