11 Tips to Improve First-Touch Data Resolution – zimo News


Imagine this situation: you bought a new printer, but you can’t connect it to your router. You call the manufacturer, browse the phone tree, and a representative walks you through the process. The next morning, you try to print something. You get an error message: Disconnect from router. When your workday stops, you sigh and call the help desk again. If your problem is fully resolved on your first call. If you’re an entrepreneur, CEO, or other business leader, the First Contact Solution (FCR) should be as important to your business as it is to you as a consumer.

As shown in the example above, this metric affects your customer satisfaction rating and thus your bottom line.If you can ensure that your customers are Positive interactions with brandsyou will develop focus Loyal to the brand.

in customer service is increasingly frustrating All in all, creating a positive and effective experience is a wise investment. One of the surest ways to improve FCR is to use data to understand where your team can improve. Here are some tricks to achieve this.

1. View the data you already have.

The first step is to conduct a self-audit to determine what data you already have. Too often, companies view data as a “closet full of clothes but nothing to wear” situation; many companies have a lot of data, but don’t actually use it. Has your company collected quality assurance (QA) data and created scorecards for each of your agents? Do you collect average handle time (AHT) and occupancy (the time each agent spends interacting with customers)? Knowing the data you’ve collected and the associated benchmarks can give you insight as you work to improve your first contact resolution rate.

2. Think about the tools you might need.

using something like artificial intelligence Improves First Call Resolution Rate (FCR) and Average Handling Time (AHT) (statistics that typically have an inverse relationship). Also assess your need for other tools. You may need to invest in specialized training, an extensive knowledge base, an effective classification system, and perhaps data collection and analysis tools for your agent. You can even buy tools that can be used in different parts of your business, saving everyone time and money.

3. Prioritize the right metrics.

Once you’re ready to set (or reset) data prioritization, make sure the metrics you use generate to the ideal ending. If your primary goal is to increase first contact resolution rates, collect keywords and CSAT scores for long versus short calls from multiple contacts. Check customer behavior on your website before and after customers contact your chatbot. Get feedback from your team on what can help them directly as well.

4. Use tools that can collect metrics and use them in context.

Gathering data from a team’s interactions can be a headache, but tools like MaestroQA can automate Quality Assurance Data Collection, saving everyone time. QA data is used as a check to ensure your agents are following your FCR best practices. It is also important to provide new information to further improve first contact resolution rates. Once you have QA data, use it and other metrics to understand the full story behind agent performance.

5. Provide personalized service to your customers.

Not all data you use must come from your service center. Consider your customer demographics. Borrow information from your marketing team. Who are you selling to? What problems does your business solve? How does your product or service meet customer needs? Once you put yourself in the customer’s shoes, you’ll have a better understanding of their expectations of service interactions.you can be better personalise every interaction.

6. Listen to what your customers tell you.

If you want to know what your customers think about their customer service experience, ask them. You can include short surveys such as email, phone or text follow-ups at the end of a chat interaction. But just asking is not enough. You have to ask yourself the right questions based on your goals. Do you need a one-question CSAT-style survey? Or do you want to know more about a specific aspect of their connection? Then, once you have some data, think about what changes you can make based on the pain points and frustrations (or gains and joys) your customers share.

7. Pay special attention to multi-contact data.

When a customer contacts your team multiple times with the same or similar issue, ask: Why? View QA dashboards for these contacts; listen to or read transcripts and discussions; discuss with agents facing particularly delicate situations. Does the agent need faster access to answers in the knowledge base? Does the client require follow-up documentation? Learn from your mistakes so you can implement smart changes in the future.

8. Use the QA Scorecard to assess agent understanding.

Reviewing your QA data using a platform like MaestroQA can reveal gaps in your training and best practices, and give you a starting point for guidance. Maybe your agent doesn’t know a specific SOP. Maybe your knowledge base is slow to load, causing the agent to guess the best answer. A thorough analysis of your QA dashboard can reveal some operational quirks, leading to solutions that can improve your first-contact resolution rate.

9. Introduce a coach to your agent.

If you don’t already have a mentoring plan in place, consider setting one up. Coaching allows individual agents to improve based on their own metrics and company-wide metrics. A well-run coaching program enables agents to take ownership of their roles and feel empowered to develop their careers at your company. It can be very useful to use data dashboards in the field. It can also help your team understand why you’re asking them to prioritize certain aspects of customer service, which can inspire greater support.

10. Use website data to help resolve recurring issues.

Contact your web team to ask about bounce rates, conversion rates, and frequently visited pages. If people spend 6 minutes online reading the user manual for a particular product, make sure your team is well trained on that particular product. (Maybe send that information back to R&D as well!) If a visitor to your website searches for a topic after using your chatbot, provide information about that topic as part of your overall follow-up plan. Your customers won’t be siloed, and neither will your data.

11. Use data to ask better questions.

When you sift through your data, you can find themes about why people connect back-to-back. Use this information to help your agent (or your AI) know when to ask follow-up questions. A simple “Can I do something else for you?” The end of every touch is a good start. But you might also notice a root cause associated with multiple contacts. If you can guide your agents to this root cause, they can help more customers understand their needs. They can then address their underlying issues at the first contact.

Jordan Durham

I am an editor and writer with over 10 years of experience. I write for a variety of client websites, including Entrepreneur and Forbes, as well as social media accounts, and publishers of fiction, non-fiction, and poetry. Most importantly, I love telling stories and telling others their stories with others!

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