How can first call resolution improve agent performance evaluations?

First call resolution (FCR) is a key metric that measures how often a call center agent can resolve a customer's issue or request in one call, without transferring, escalating, or following up. FCR is important for customer satisfaction, loyalty, and retention, as well as for reducing operational costs and improving efficiency. But how can FCR also benefit the agents themselves, especially when it comes to their performance evaluations? In this article, we will explore how FCR can improve agent performance evaluations and what strategies can help agents achieve higher FCR rates.

1 Why FCR matters for agent performance evaluations

FCR is not only a measure of customer satisfaction, but also a measure of agent competence, professionalism, and problem-solving skills. Agents who can resolve customer issues in one call demonstrate that they have the knowledge, skills, and tools to handle different situations and scenarios, as well as the ability to communicate clearly, listen actively, and empathize with customers. These are all qualities that call center managers look for when evaluating agent performance. Therefore, FCR can have a positive impact on agent performance evaluations, as it reflects the quality and effectiveness of the service they provide.

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2 How to measure FCR accurately

To measure FCR accurately, call center managers need to define what constitutes a resolved call and what counts as a repeat call. A resolved call is one that meets the customer's expectations and needs, and does not require any further action or contact from the agent or the customer. A repeat call is one that is related to the same issue or request as a previous call, and occurs within a specific time frame (usually 24 hours to 7 days). To track FCR, call center managers can use various methods, such as post-call surveys, call monitoring, call tagging, or analytics software. However, whatever method they use, they need to ensure that they collect consistent and reliable data, and that they account for factors that may affect FCR, such as call complexity, customer behavior, or external events.

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3 How to improve FCR through training and coaching

One of the best ways to improve FCR is to provide agents with regular and relevant training and coaching. Training and coaching can help agents develop their product and service knowledge, their communication and soft skills, and their technical and procedural skills. Training and coaching can also help agents learn how to identify customer needs, anticipate potential issues, offer solutions, and confirm resolution. Furthermore, training and coaching can help agents improve their confidence, motivation, and morale, which can also boost their performance and FCR rates.

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Ann Bilha W.

Customer Experience Executive /Virtual assistant / stock controller / Transport & logistic /Data Entry
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Identify areas for improvement in FCR through agent evaluations. Use this information to tailor training programs, ensuring agents have the skills needed to resolve issues effectively.

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4 How to improve FCR through tools and resources

Improving FCR can be achieved by equipping agents with the right tools and resources that help them resolve customer issues in one call. This includes a comprehensive and updated knowledge base, a user-friendly CRM system, a reliable IT infrastructure, and a collaborative work environment. The knowledge base should contain information and guidelines on products, services, policies, and procedures. The CRM system should enable agents to access customer history, preferences, and feedback. The IT infrastructure should support fast and smooth call handling and data processing. Lastly, the work environment should allow agents to consult with peers, supervisors, or experts when needed.

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Cheree Walden

Senior Reimbursement Coordinator MetLife LTC Claims
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One thing I found to be helpful is open communication and training. When the tools are readily available it makes the CSR more confident and the call flows smoothly.

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Ahmed Hassan

Call Center & Digital Customer Experience Manager
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FCR is a very important indicator to measure below If your agent is well traind. If he has a high level of communication skills. If he is familiar with using the knowledge base . If he is well trained using CRM. Also FCR measuring coaching effects on the floor.

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5 How to improve FCR through incentives and recognition

A final way to improve FCR is to reward and recognize agents who achieve high FCR rates and demonstrate consistent and excellent service quality. Incentives and recognition can motivate agents to strive for FCR and enhance their performance. These incentives and recognition can come in the form of monetary rewards, like bonuses, commissions, or raises, or non-monetary rewards like gift cards, vouchers, or merchandise. Additionally, career opportunities like promotions, transfers, or special assignments can be offered as incentives. Lastly, public recognition such as certificates, badges, or announcements can be given to those who excel.

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Ann Bilha W.

Customer Experience Executive /Virtual assistant / stock controller / Transport & logistic /Data Entry
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Recognize and provide incentives for agents who consistently achieve high FCR rates. This fosters a positive environment and motivates others to improve their performance.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Anthony Guanio, MBA, CLSSBB®

Chief Operating Officer at BPO Sales Group | Published Author | Top 30 Leaders on LinkedIn 2024 | Member of the American Mensa
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Reinforces agent competency: Consistent high FCR rates demonstrate an agent's ability to handle various customer issues competently. It reflects their knowledge of products, services, and systems, as well as their problem-solving skills. A reputation for solving problems effectively can positively impact an agent's performance evaluation. To leverage FCR for performance evaluation, call centers can establish clear FCR goals, provide training and resources to enhance agents' skills, and regularly monitor and provide feedback on FCR performance. Recognizing and rewarding agents who consistently achieve high FCR rates can further motivate them to excel in their performance evaluations.

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How can first call resolution improve agent performance evaluations?

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1 Why FCR matters for agent performance evaluations

2 How to measure FCR accurately

3 How to improve FCR through training and coaching

4 How to improve FCR through tools and resources

5 How to improve FCR through incentives and recognition

6 Here’s what else to consider

Call Center Administration

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How can first call resolution improve agent performance evaluations?

1

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3

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5

6

1 Why FCR matters for agent performance evaluations

2 How to measure FCR accurately

3 How to improve FCR through training and coaching

4 How to improve FCR through tools and resources

5 How to improve FCR through incentives and recognition

6 Here’s what else to consider

Call Center Administration

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