{"id":48068,"date":"2021-06-29T10:57:06","date_gmt":"2021-06-29T17:57:06","guid":{"rendered":"\/us\/en\/blog\/?p=48068"},"modified":"2024-08-07T07:02:18","modified_gmt":"2024-08-07T14:02:18","slug":"better-first-call-resolution-metrics","status":"publish","type":"post","link":"\/us\/en\/blog\/better-first-call-resolution-metrics\/","title":{"rendered":"6 Tips for better first call resolution metrics"},"content":{"rendered":"<p><strong>Highlights:<\/strong><\/p>\n<ul>\n<li>\u00a0 \u00a0 \u00a0 \u00a0 First call resolution measures your ability to resolve customer issues on their first interaction with your organization<\/li>\n<li>\u00a0 \u00a0 \u00a0 \u00a0 First call resolution is one of the most important metrics for your contact center<\/li>\n<li>\u00a0 \u00a0 \u00a0 \u00a0 The right contact center software makes it easy to boost first call resolution rates<\/li>\n<\/ul>\n<hr \/>\n<p>How often do your contact center agents manage to resolve a customer\u2019s problem on the first try? If your first call resolution metrics leave something to be desired, read on to learn six tips to help your contact center improve first call resolution metrics across all its channels.<\/p>\n<h2>What is first call resolution, and why does it matter?<\/h2>\n<p>\u201c<a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/first-call-resolution-best-practices\/\">First call resolution<\/a>\u201d (also known as first contact resolution) measures a company\u2019s ability to resolve customer issues across all channels during the first interaction. Here\u2019s why it\u2019s important: the first call resolution rate helps you understand how effective your agents are at handling customer problems. If a customer needs to reach out repeatedly to handle a single issue, customer experience suffers, which can lead to increased customer churn and reduced revenue for your company.<\/p>\n<h2>Tips to improve first call resolution<\/h2>\n<p>There are six best practices to improve first contact resolution:<\/p>\n<ol>\n<li aria-level=\"1\">Measure first call resolution across all channels<\/li>\n<li aria-level=\"1\">Pinpoint problems<\/li>\n<li aria-level=\"1\">Provide better training if necessary<\/li>\n<li aria-level=\"1\">Give agents the resources they need to help customers<\/li>\n<li aria-level=\"1\">Make it easy for agents to collaborate with their coworkers<\/li>\n<li aria-level=\"1\">Implement self-service tools so customers can get the help they need faster<\/li>\n<\/ol>\n<h3 class=\"heading h3\">1. Measure first call resolution across all channels<\/h3>\n<p>The first step to improve first call resolution is to measure it across all channels if you\u2019re not doing so already. First call resolution isn\u2019t just about telephone channels; it matters for <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> live chat, video conferences, and email.<\/p>\n<p>Here\u2019s the <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/why-first-contact-resolution-rate-is-an-essential-kpi\/\">formula to measure first call resolution<\/a>:<\/p>\n<p>First call resolution = Total resolved cases solved on first contact\/Total number of cases<\/p>\n<p>Market-leading contact center software features built-in analytics for first call resolution measurement across all channels. At a glance, you can understand how your agents are handling customer interactions through each of the channels you offer.<\/p>\n<h3>2. Pinpoint problems<\/h3>\n<p>Once you start measuring first call resolution for each channel, the next step is to figure out why these metrics are the way they are. What problems exist that prevent you from achieving higher first call resolution rates?<\/p>\n<p>You might discover that there is a combination of issues. Perhaps employees need better training, or they don\u2019t have the right resources to help customers. Once you\u2019ve figured out what hinders you from achieving better first call resolution rates, you can start addressing those problems.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-48069 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/06\/customer-service-representative.jpeg\" alt=\"Customer service representative\" width=\"540\" height=\"319\" \/><\/p>\n<h3>3. Provide better training if necessary<\/h3>\n<p>Maybe your agents can\u2019t help customers on the first try because they haven\u2019t received adequate training. You can rectify that situation by providing <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/build-agent-confidence-with-good-training-practices\/\">enhanced training<\/a> to them, even if they\u2019re working remotely. Best-of-breed contact center software features:<\/p>\n<ul>\n<li aria-level=\"1\">Video conferencing<\/li>\n<li aria-level=\"1\">Screen-sharing<\/li>\n<li aria-level=\"1\">The ability to monitor calls and on-screen interactions<\/li>\n<li aria-level=\"1\">Whisper coaching and barge-in functionality, so a supervisor can join a call to prevent it from going off-course<\/li>\n<\/ul>\n<p>Poor agent training has an impact on both your first call resolution rates and your contact center as a whole. PwC research shows that <a href=\"https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf\">46% of customers<\/a> will abandon a brand if they feel employees don\u2019t know how to meet their needs.<\/p>\n<h3>4. Give agents the resources they need to help customers<\/h3>\n<p>While training is an important part of boosting first call resolution metrics, agents need the right tools to solve customer problems.<\/p>\n<p>One useful tool is an <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/ensure-business-continuity-with-a-knowledge-base-in-the-cloud\/\">internal knowledge base<\/a>. An internal knowledge base is a compilation of information agents need to do their jobs, including policies and procedures. With an internal knowledge base at their fingertips, it\u2019s easier and faster to find the information they need to help customers.<\/p>\n<p>Another resource that agents need is access to customer information. It\u2019s difficult to help someone when you don\u2019t understand that person\u2019s purchase history, or how many times they\u2019ve called previously. The right contact center software integrates with your favorite business tools, such as CRMs, so agents have the knowledge they need to solve customer problems.<\/p>\n<h3>5. Make it easy for agents to collaborate with coworkers<\/h3>\n<p>Even when agents have received the necessary training to do their jobs and they can access a knowledge base when they need a refresher, there are times when agents need to turn to their colleagues outside the contact center for more information or assistance.<\/p>\n<p>It should be simple for agents to <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/building-a-collaborative-culture-for-your-contact-center\/\">collaborate<\/a> with their colleagues across the company. The right contact center software enables that collaboration. It features an internal directory with a presence indicator, so an agent knows if a colleague is available to help out. Moreover, agents can collaborate with their colleagues through video conferencing, telephony, and chat.<\/p>\n<p>They can also share screens and files, making it easier and more effective to solve customer problems on the first try.<\/p>\n<h3>6. Implement self-service tools so customers can get the help they need faster<\/h3>\n<p><a href=\"https:\/\/www.statista.com\/statistics\/810374\/share-of-customers-by-if-they-expect-brands-to-have-a-self-service-portal\/\">Eighty-eight percent of customers<\/a> around the world expect a brand to have self-service capabilities. It\u2019s not hard to see why \u2013 when customers can find information on their own, they get the answers they need faster. That improves the customer experience.<\/p>\n<p>Moreover, providing a self-service option leads to better workforce optimization overall. Since two-thirds of a contact center\u2019s expense is associated with labor costs, a self-service option that frees up agents to deal with more complex issues is a better use of employee time.<\/p>\n<h2>Boost first call resolution metrics with RingCentral\u2019s contact center software solutions<\/h2>\n<p>RingCentral\u2019s contact center solutions offer the features you need to boost first call resolution metrics: monitoring across all channels, training tools, an internal knowledge base, integrations with your favorite business applications, collaboration tools, and self-service capabilities. To learn more, <a href=\"https:\/\/www.ringcentral.com\/view_demo.html\">get a demo.<\/a><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: \u00a0 \u00a0 \u00a0 \u00a0 First call resolution measures your ability to resolve customer issues on their first interaction with your organization \u00a0 \u00a0 \u00a0 \u00a0 First call resolution is one of the most important metrics for your contact center \u00a0 \u00a0 \u00a0 \u00a0 The right contact center software makes it easy to boost first &#8230;<\/p>\n","protected":false},"author":29,"featured_media":48071,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-48068","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>6 Tips for better first call resolution metrics | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"First call resolution is one of the most important metrics for your contact center. 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