Founder and CEO, SQM Group
Recently, I hosted a 30-minute webinar to introduce a new metric to the industry, One Contact Resolution (OCR). It was our highest ever attended webinar so I am thrilled with the industry’s early reception to our new metric.
What is One Contact Resolution?
OCR is defined as the percentage of customers who resolved their inquiry or problem on their first contact and did not use another contact channel prior to, or after, using the contact center. A simple way to think about this is ‘one contact – one channel.’
To our knowledge, SQM is the only company that measures OCR using the voice of the customer and we are bringing important thought leadership to the industry. I invite you to listen to our recording on measuring, managing and improving OCR.
In the webinar, I covered the following topics:
Essential to the accuracy of the customer survey is the fact that the survey is conducted on a random sampling basis and also within one day of the customer’s experience. These two elements are critical to the SQM methodology for surveying for the following reasons:
A post-contact survey is important to use to measure OCR because it is the customer’s opinion that matters most. The customer is the only one that can judge whether they expected their issue to be resolved, and whether it is truly resolved. Be aware that some companies use internal measures as a proxy for the voice of the customer; however, we typically find that internal measures can tend to inflate the measure of OCR by 10% to 20%.
The most important message that I felt came from my webinar was that the industry average for One Contact Resolution is just 59%. This is an alarming number for the industry because it is really saying that 41% of customers have to use multiple contacts to get their issue resolved. That is a rallying cry for the industry to improve performance.
Mike Desmarais is the Founder and Chief Executive Officer of SQM Group. Mike received his MBA from Athabasca University in February of 2020. Mike has over 25 years of customer experience (CX) measurement, benchmarking, and consulting. As a consultant, Mike has experience working with leading North American organizations on improving CX. Mike has developed several key best practices that are fundamental to providing world class contact channel customer experiences. He uses his best practice knowledge to assess contact channel operations and to pinpoint the 3-5 pivotal changes that will drive real and significant CX improvement. Mike is a pioneer and visionary in contact channels’ CX measurement of first call resolution, one contact resolution, omni-channel, CX greatness, customer emotion, and retention metrics. Mike has written five thought-provoking contact channel CX research books (i.e., World Class Call Center, First Call Resolution, FCR Best Practices, One Contact Resolution and most recently One Contact Resolution 2nd Edition). Mike has conducted best practice case studies with organizations such as American Express, FedEx, and VSP Vision Care. In addition, Mike is a popular contact center industry thought-leader with over 20,000 LinkedIn followers and is one of the top 10 most influential contributors in the contact center industry based on a recent Fonolo poll. Mike is a sought-after speaker for contact center conferences and has a world class satisfaction rating for speaking at those events.