Hi Chris,
1. We've tracked FCR using two methods:
a) Customer opinion - With a Post-call survey the post-interaction survey by asking the customer directly
"Has your interaction been resolved or handled to your satisfaction" with three options to choose
"Yes",
"No" and
"Too early to tell". The split between Yes and No results would give us an approximate FCR based on what the customer believes
b) Consultant opinion - using Multi-layered wrap codes (a customisation from our Partner that allows us to choose up to 4-levels with custom notes/tags field) where the first level/question to the consultant is to determine if the interaction was either "New or First Enquiry" or "Repeat/Multiple Enquiry" and the cause behind that. This gives us an approximate FCR based on what the consultant believes.
We have tried to use DNIS matching in the past - however it was wildly inaccurate because we get calls from companies with a single Caller ID that have multiple staff, calling about different accounts/customers - so these results were always skewed.
2. FCR would be an interesting metric to track in Genesys Cloud, and I actually could see it being measured a few different ways:
a) ability to assign a Survey question that is specific to FCR (like how NPS is a defined survey question and metric)
b) using Wrap-Codes - but the out-of-the-box solution with only a 'single' wrap code would not be sufficient and would need improvement
3. A metric that is able to automatically calculate Repeat Contacts would be handy - and would be good to be a separate metric from actual 'FCR". But as mentioned earlier, there would need to be some way to filter/evaluate the DNIS to ensure an accurate response.
I.e. if the DNIS belongs to an External Contact organisation/company - maybe the option to exclude the specific company or companies all together?
Or at least be able to filter the metric by Individual or Organisations (if there was a profile match)?
Repeat contacts even during the same day or same interval would be a good alerting metric as well (i.e. if number calls x times in x time period, alert) as this has been an indicator of trouble callers constantly calling back.
4. Yes I believe it should be available across all media types - same as NPS.
I believe an improvement to Wrap Codes could help with capturing this information from a consultant level, such as:
- the ability to select more than one wrap code per interaction
- ability to layer wrap codes based on first selection.
I would also see the benefit of using 'Agent Tags' on an interaction as a benefit as well
- tag using a pre-defined list per queue
- suggest tags based on Analytic keyword spotting (i.e. like a word cloud?)
- if permissions allow, ability to create a new tag to match the enquiry
------------------------------
Jeff
------------------------------
Original Message:
Sent: 04-16-2021 17:10
From: Chris Bohlin
Subject: Are you tracking, or would you like to track First Call Resolution and/or Next Call Avoidance? If so we'd love to hear from you and get some input on product direction in this space!
Hi Community - I hope you are all happy and healthy!
The analytics and AI teams are doing some research around metrics that are fairly common in the contact center (or centre for those of you across the pond!) and would like to understand a bit about if or how you use 'First Call Resolution':
- Are you currently tracking First Call Resolution (FCR)?
- If so, how are you measuring it?
- Would you be interested in FCR as a metric in Genesys Cloud?
- If so, how would you expect 'resolution' of the interaction to be tracked? E.g. through wrap up codes.
- Would you be interested in a metric which tracks whether or not a repeat contact from the same customer was received within 7 days (Next Contact Avoidance)?
- If so, would you consider a customer to be a repeat contact regardless of the DNIS/queue they access?
- Or are they only a repeat contact if they access the same DNIS/queue with both calls?
- Is this metric relevant for other media types like email or chat?
Let us know your thoughts!
Thanks,
Genesys Cloud Product Management
#Reporting/Analytics
------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------