The Importance of First Call Resolution Presented by Liz Amaral Sr. Director of Product Marketing, Enkata

Why Measure First Call Resolution? Save $$: Eliminating repeat calls also reduces contact center expenses (over 30% of incoming calls are repeats!) Increase Satisfaction: FCR is highly correlated with customer loyalty and satisfaction Align with Corporate Objectives: Shift from agent efficiency to customer-centricity 3

4 Defining First Call Resolution is Simple The customer’s inquiry or problem is resolved in one call * How do you determine whether a call is a repeat? FCR Rate = First Calls Without Repeats* All First Calls

Measuring FCR is Difficult 5 Essential Criteria for FCR Measurement  Same Customer  Name  Account number  Same Reason for the Interaction  Billing Issue  PIN Reset  Complaint  Precise Window of Time  Hour  Day  Across Agents & Channels  Agent who handled the call (including transfers)  Self-service vs. agent-handled

Many Methods for Measuring FCR: Only Analytics are Accurate and Actionable Only FCR Analytics: Covers all calls or contacts with a high degree of accuracy Provides actionable, trusted data based on individual agent performance Captures the full sequence of customer interactions, including transfers 6

Measuring is not Enough: Impact FCR Through Continuous Improvement at Two Levels Identify Analyst identifies opportunities for process or policy improvements 2 - Identify Analyst identifies opportunities for process or policy improvements 3 - Improve Organization rolls out updated policies or procedures 3 - Improve Organization rolls out updated policies or procedures 1 - Monitor Executives monitor performance of sites 1 - Monitor Executives monitor performance of sites Micro Level – Performance Management Macro Level – Actionable Analytics

Case Study: Analytics-Powered Performance Management Eliminated Repeat Calls 8

How Chase Eliminated Repeat Calls 9 Step 1: Executives committed to improving FCR Step 2: Consolidated data and implemented FCR analytics Step 3: Established baseline FCR at pilot sites Step 4:Introduced Performance Management system & modified incentives at pilot sites Step 5:Supervisors monitored agents and provided targeted coaching & training based on individual call mix Step 6:Agents improved skills/knowledge, increased individual FCR metrics vs. baseline (and peers at other sites) Step 7:Identified and adjusted marketing processes causing repeats

What to Consider for Your FCR Program How do you measure FCR? –Across 100% of calls (or all channels) –Same customer, same problem, specified time frame –Agent accountability How do you improve FCR? –Compare agents to peers at most granular level (call mix) –Deliver targeted coaching based on specific calls causing repeats –Incent agents on reducing repeats (balanced with efficiency metrics) –Identify and fix process/policy issues causing repeat calls –Implement an automated system for continuous improvement vs. one time fix 10