The deep dive analysis and two-day workshop with call center senior management will use your customer, CSR, management, operational data survey results and quality assurance review to develop comprehensive action plans. The action plan will be used for making improvements in your customer satisfaction (Csat) and first call resolution (FCR)/call resolution performance. In preparation for the workshop, SQM will conduct customer, CSR, management and operational surveys if not already completed. After all surveys are completed, SQM will conduct a comprehensive analysis of your customer satisfaction (Csat) and FCR / call resolution performance using all the SQM survey instruments. One of the most important services SQM offers is helping you to move from understanding SQM data to translating your data into effective action plans.
To develop a deeper understanding of your SQM data and what it means for your call center’s improvements, we use methodology that involves your senior management team and senior SQM consultants to collaboratively develop an action plan for improving your customer satisfaction (Csat) and first call resolution (FCR) / call resolution performance. In order to develop meaningful action plans, SQM’s first step is to analyze your customer, CSR, management and operational survey data. The second step is to listen to calls and review your quality assurance practices. The third step is to use a two-day FCR workshop comprised of senior management to develop action plans based on analyzing survey data. Listed in this document are the specific outcomes for the 3 steps in the call center customer satisfaction (Csat) and first call resolution (FCR) / call resolution improvement planning process.
Step 1 - Analyzing Survey Data
A. Analyze your “customer” data and feedback for
- Your first call resolution (FCR) / call resolution rate from a customer perspective
- First call resolution (FCR) / call resolution impact on customer loyalty for the organization
- Unresolved calls financial impact on operating cost
- Areas for improving why customers have to call 2 or more times
- Impact on customer satisfaction (Csat) and first call resolution (FCR) when calls are transferred to escalation CSRs
- Benchmarking your customer satisfaction (Csat) and first call resolution (FCR) / call resolution performance to your peer group, call center industry and best call center
B. Analyze your “CSR” data and feedback for
- What is most important to CSRs for achieving first call resolution (FCR) / call resolution
- CSRs’ satisfaction with their own call resolution performance
- Resources CSRs use to resolve calls and their satisfaction with them
- Impact of unresolved calls on CSR satisfaction working at the call center
- Areas that CSRs want you to improve so that customers do not have to call 2 or more times to get their call resolved
- Benchmarking your CSR employee satisfaction (Esat) performance to your peer group, call center industry and best call center
C. Analyze your “management” data and feedback for
- Overall management’s satisfaction with their call center’s first call resolution (FCR) / call resolution performance
- Management’s satisfaction with people metrics (e.g., hiring, performance appraisal, career advancement, recognition, coaching, training, etc.)
- Management’s satisfaction with process metrics (e.g., call flow, scheduling, staffing, reporting, policies, etc.)
- Management’s satisfaction with technology metrics (e.g., call routing, screen pop-up, knowledge management, virtual hold, verification self service, CRM, etc.)
D. Analyze your operational data for
- Non CSR employees working at the call center ratio to CSRs.
- New hire / existing CSR training days and cost.
- Supervisor span of control to CSRs and how supervisors spend their time.
- CSR educational background areas and turnover.
- Reasons that cause CSR turnover.
- CSR base pay and bonus pay and non-financial incentives.
- Number of escalation CSRs and how they spend their time.
- Number of calls evaluated for quality assurance.
- Speed of answer, talk time, wrap up time, abandon rate, put on hold rate, transfer rate, CSR attendance, CSR occupancy, operating cost, etc.
- Benchmarking your operational data to the call center industry and best call center.
Step 2 - Quality Assurance Review
A. Review quality assurance practices for
- Call flow effectiveness and efficiency for customer satisfaction (Csat) and call resolution
- Comparison of your call monitoring results to your customer satisfaction (Csat) and first call resolution (FCR) results
- Strengths and weaknesses of your call monitoring practices
- Assessing if your call monitoring is primarily focused on customer or company needs
- Determining if your call monitoring measures are weighted properly
- Assessing if you have the appropriate call monitoring score ranges and scales
- Assessing if your call monitoring is providing good value for your money
- Determining potential cost savings if you improve call monitoring effectiveness
Step 3 - Workshop Approach
A. Two day FCR workshop with senior management approach has 4 phases:
Phase 1
Analyze your data and feedback results. This phase shows you how to interpret the results in order to thoroughly understand and identify the customer satisfaction (Csat) and first call resolution (FCR) / call resolution opportunities for improvement.
Phase 2
Develop new ideas and approaches for making customer satisfaction (Csat) and first call resolution (FCR) / call resolution improvements. This phase focuses on brainstorming for new ideas and approaches, reviewing your past practices that have worked and learning the best practices for the call center industry.
Phase 3
Select the best ideas from phase 2 for making customer satisfaction (Csat) and first call resolution (FCR) / call resolution improvements. This phase uses a selection criteria process that meets customers’ and organizations’ needs. During this process we will identify potential barriers to successful implementation and solutions to overcome those barriers.
Phase 4
Create an action plan that is meaningful to making customer satisfaction (Csat) and first call resolution (FCR) / call resolution improvements. This phase ensures that the action plan includes specific tasks that need to take place, timelines when specific tasks will be completed, success criteria and identification of who is responsible for implementation and follow-up of specific tasks.
Reporting Deliverables
- A proven process which you can replicate to make full use of SQM Reports
- Skilled consultants to facilitate the action planning process
- An action plan document that you can use for implementation
- An action plan designed to improve your customer satisfaction (Csat) and first call resolution (FCR) / call resolution performance
- An action plan that will be cost effective for implementing Csat and first call resolution (FCR) / call resolution improvements
- An action plan that will help you manage your customer satisfaction (Csat) and first call resolution (FCR) / call resolution improvement efforts
Your Investment
The total investment for the Call Center first call resolution (FCR)/customer satisfaction (Csat) Improvement Planning Service is $10,000 plus applicable taxes. If any of the survey data (e.g., customer, CSR, management or operational) is required there will be additional cost. The only additional charge will be to cover travel and accommodation expenses for SQM consultants to conduct workshop and develop improvement plan.
