Enhancing First Call Resolution: Overcoming Challenges and Achieving Success in Open Web Messaging
A meal kit delivery service needed to address issues surrounding adherence to its First Call Resolution (FCR) targets, as well as achieve consistent FCR performance across different brands.
vs 86% target
Contacts
savings
Challenge
The client faced low First Call Resolution (FCR) in its Open Web Messaging line of business, which failed to meet the target of 86% due to issues such as disconnection, inactivity, and product delivery problems. Additionally, there is a need to achieve consistent FCR performance across different tenure groups and contact drivers.
Solution
To address the client’s challenges, OP360 implemented a comprehensive solution that included structured macros and spiels to effectively address frequent customer concerns and reduce return contacts. An FCR Dashboard was created to enhance the visibility and monitoring of performance metrics.
Additionally, the team focused on targeted coaching and feedback sessions for agents scoring below 80% in FCR. To further improve outcomes, return interaction audits were conducted to identify and address specific drivers of low FCR
Results
The team successfully met the First Call Resolution (FCR) target for four consecutive weeks; by week 39, the team had reached 88% for Open Web Messaging. Notably, when excluding disconnects and inactivity, the adjusted FCR was an impressive 92%. This enhanced performance has also led to cost reductions for the client, with a 2-3% drop in repeat contacts, saving them $50,000 annually.
The use of structured macros and spiels has proven itself effective in addressing common customer concerns and preventing return contacts. The FCR Dashboard plays a crucial role in performance management, helping the team prioritize areas that require improvement. Additionally, focused agent support through coaching, feedback, and targeted action plans—derived from data gathered during return interaction audits—ensures that agents are equipped to enhance their performance and improve overall FCR metrics.
