8 Call Center Technologies to Improve Your First Call Resolution

First call or first contact resolution (FCR) is the golden lariat of the customer service sphere. Handling your customers’ problems the first time they call in, and making sure they remain satisfied, loyal customers has to be the defacto aim for customer support and retention teams.

There are many significant metrics which contact centers need to monitor: Average Handling Time, Abandon Rate, Customer Satisfaction and other operational performance metrics need to be factored in when measuring your customer service performance.

But, FCR is the most important and only KPI that addresses both ends of your contact center functionality in a single measure. First Call Resolution measures both productivity (getting the problem solved) and customer experience (solving it in the most efficient way for the customer). It’s this KPI that connects the dots in your organization.

Technologies that Help Improve First Call Resolution

Perfecting your FCR is an endless job. It will literally never end. Tactics for addressing it range from training and motivating agents to improving communication with your customers to making changes to your product’s UX. In this article, we focus on the technologies that can make a noticeable change in your FCR. Technologies that, if incorporated into your support center, will move the needle.

Nice’s Real-Time Speech Analytics Solution allows you to gain deeper insights through both real-time and historical evaluation of your voice communications with your customers. It’s Phonetic Indexing system converts conversations into phonemes so that the indexing technology can identify keywords which can trigger next-best-action recommendations for agents and alerts for call center supervisors. It’s Speech-to-Text Transcription system converts calls into standard text to allow for data mining and identification of trending customer issues. This solution also features emotion detection to analyze and alert agents to changes in pitch and tone.

How does this help First Call Resolution?

The insights gained through the system can help you identify weak spots in your support operation be it agents, specific product malfunctions, etc. Armed with this knowledge, you can adjust your support script, train specific agents in certain areas or address other issues.

Techsee’s platform provides intelligent visual support technology. The augmented reality-based technology allows support teams to see what their customers see via their smartphone, providing better, faster resolve to the majority of support issues with improved customer satisfaction. By importing recorded visual interactions into their machine learning algorithm, the system continuously learns how customer support reps (CSRs) resolve customer issues while building an endless knowledge base which serves as the “brain” for the Virtual Technician Bot.

How does this help First Call Resolution?

Opening a visual communication channel in addition to the audio channel transforms the support experience into a better, simpler, more intuitive process.

Genesys’ Echopass provides intelligent routing by utilizing in-depth filtering of incoming calls to optimize resources and agent allocation. The technology sorts and redirects calls to the appropriate agent based on existing customer data, business priority routing factors, the customer’s potential revenue, last agent routing, and agent profile and skill-based routing.

How does this help First Call Resolution?

Matching the right customer and problem with the right agent is half the battle. It can make a call center run much more efficiently and provide customers with the best possible experience.

Zingtree offers several solutions for call center accuracy. You can easily create an interactive question and answer based troubleshooter that customers can engage with to solve issues on their own. However, if customers cannot get a satisfactory resolution, a history log of their actions is delivered to a live support agent, eliminating the need for the customer to re-explain the issue. Additionally, because Zingtree logs every customer action, product and customer experience managers can see the most commonly occurring issues in the decision tree and design better solutions or support documentation.

How does this help First Call Resolution?

Self-service is growing in popularity among consumers. Zingtree allows for a smooth and effective transition from self-service to support agents and utilizes the information to improve your resolution ability.

MyEureka, a Callminer product, is a performance management solution that automates feedback for call center agents and managers. This streamlined process delivers personal feedback quickly in a simple, understandable manner, enabling agents to improve their performance and ultimately deliver better service. The system is gamified to encourage a fun, friendly, competitive environment where employees can access agent ranking data and see how they compare to their co-workers.

How does this help First Call Resolution?

Agents are at the front line of your support. Real-time, effective feedback, the right type of motivation and ongoing training are invaluable when it comes to achieving better FCR.

Nothing is more frustrating for a customer than when they can’t hear the support agent because of the excessive distracting background noise which is all too common at call centers. Plantronics cloud-based headset management tool gives IT and management a way to deploy firmware updates as needed to ensure that headsets are up to date, background noise is a non-issue, and sound quality is crystal clear.

How does this help First Call Resolution?

The key to good support is good communication. When your agents and customers can communicate without repeating themselves, calls can be resolved quicker and with a higher level of satisfaction. In addition, a good headset lets an agent comfortably focus on the task at hand.

Fonolo’s cloud-based SaaS customer call back system eliminates the need for your customer to wait on hold. When customers call your company with a problem, the last thing they want to do is wait on the line for three or five minutes. The customer is already in an agitated state and wasting his or her time just compounds that. The system marks the customer’s place in line and then automatically calls them back when a live agent is ready to assist them.

How does this help First Call Resolution?

A customer’s state of mind has proven to be critical to the success of the interaction. Eliminating the frustration caused by long hold times will do wonders for your FCR.

Genii Analytics Performance Dashboard delivers alerts and drilled down reports to facilitate corrective actions in real-time. Dashboards can be created for every level in the company. Management level dashboards provide drill downs from a global perspective; team leader dashboards supply actionable information for the team; agent level dashboards track an individual’s KPIs to evaluate productivity and quality of work. Dashboards are highly customizable, and the company’s advanced algorithms enable your business to make informed decisions regarding performance based on a holistic, bird’s eye view of your selected metrics.

How does this help First Call Resolution?

By giving real-time feedback to all levels of your customer service personnel, they can respond before the “damage is done,” change course mid-conversation and achieve resolution.

The Bottom Line

Call center optimization never ends. Service can always get better and continual improvement should happen every day. By utilizing some or all of theses technologies, you’ll tackle first call resolution rates from a variety of angles. Whether you need to focus on the support process itself, encouraging a positive attitude among employees, empowering employees through the learning processes or improving agent-customer communication, all of your efforts have the same bottom line: achieving a faster resolution while improving customer satisfaction.