What Is Call Resolution?

First call resolution is one of the most important metrics for a call centre. It refers to whether a caller’s problem or query is dealt with on the first phone call made by them. The first call resolution metric is often monitored by call centres to see if improvements need to be made or how improvements need to be made.

The first call resolution metric that most call centres monitor is possibly the most important because it is so closely related to customer satisfaction. A problem that is dealt with straight away will cause a higher level of customer satisfaction than one that takes further action to complete. It is not just the caller however who benefits from a high first call resolution, but the organisation itself does too. In large call centres literally hundreds of thousands of pounds can be saved every year if the first call resolution metric is improved, even slightly. Furthermore, a customer who has their query answered or their problem solved during the first call is also much less likely to defect to a competitor. There is no doubt that it is in everyone’s best interests to have a very high first call resolution.

It is useful for call centres to have this metric available to them as it provides a useful benchmark to measure success. If you can increase your first call resolution figure you will by default be making improvements to the overall efficiency of the call centre and improving customer satisfaction.

First call resolution is often referred to as FCR. It is the percentage of customer calls that are resolved on the very first call they make. It is a metric that holds a great deal of depth because every part of the organisation needs to be involved to improve it. For example coaching and training to call centre staff is vital, good communication around the call centre is important, the IT software used to run the telephony and computer system needs to be in perfect running order and that is before you even get onto the processes involved in being able to resolve the call. For example does something need re-sending to resolve it? Does information need to be located in order to resolve the call?

In a call centre, everyone needs to pull together to help improve the first call resolution figure but research has shown that it directly correlated to customer satisfaction and the overall success of a call centre. To monitor this figure there are a few choices available. Firstly you could employ an independent research firm to track the metric continuously. While this would provide a thorough and effective analysis, it may also cost a considerable amount. Instead you could have it automatically calculated for you as part of your IVR software package. IVR stands for interactive voice response and it is the type of software used by call centres all over the world.

IVR software provides a host of features and therefore benefits to a call centre. As well as relaying automatic messages, it can provide call forwarding, dialogue management and of of course interaction between caller and the call centre without a live operative being present. Anyone who has telephoned a call centre will likely have gone through IVR software. Providing details like your name and telephone number of simply pressing buttons to direct you to the correct department are all IVR software features. As well as these features, some good IVR software systems also provide data monitoring. This data can include first call resolution.

Having this high level of technology available however will not only be able to monitor the first call resolution, it will also be able to improve it. IVR software greatly improves customer satisfaction by increasing call handling figures and improving the overall functionality of the call centre. A call centre without IVR software in place will not be functioning as well as competitors who do have it.

Call centres need a high first call resolution to ensure overall success. Using good IVR software will not only improve the levels of first call resolution but it will also ensure this metric can be monitored. Many voice services are provided by an IVR system enabled by the voicexml language it is programmed with.