8 Call Center Technology Solutions to Improve First Call Resolution Rate

TechSee identifies call center technology to improve first call resolution rates

First contact or first call resolution (FCR) is the golden standard of the customer service sphere. Handling customers’ problems the first time they call in, and making sure they remain satisfied, loyal customers has to be the core aim of customer care and retention teams. It is therefore crucial that when problems arise, organizations understand how to improve their call center’s FCR rate. To help you navigate the vast selection of available technologies, we’ve put together a list of leading call center technology solutions that will put you on the road to achieving your goal.

Improving FCR and Other Call Center Metrics

There are many significant KPIs which contact centers need to monitor: Average Handling Time, Abandon Rate, Customer Satisfaction and other operational performance metrics need to be factored in when measuring customer service performance.

But, FCR is the only KPI that addresses both ends of contact center functionality. First Call Resolution, sometimes known as one call resolution, measures both productivity (solving the problem) and customer experience (solving it in the most efficient way for the customer). It’s this KPI that connects the dots in any organization.

Improving FCR in a call center is an endless job. Tactics range from training and motivating agents to enhance communication with customers, to making changes to a product’s UX. In this article, we focus on the contact center technologies that can make a noticeable change to your FCR. 

Techsee’s platform provides intelligent visual support technology. The augmented reality-based technology allows support teams to see what their customers see via their smartphone, providing better, faster resolutions to the majority of support issues to improve customer satisfaction. By importing recorded visual interactions into its machine learning algorithm, the system continuously learns how customer support reps resolve issues while building a vast knowledge base which serves as the brain of its employee decision support and visual self-service solutions. 

How does this improve FCR in a call center?

Opening a visual communication channel in addition to the audio channel transforms the support experience into a better, simpler, more intuitive process.

NICE provides deep insights into customer interactions through both real-time and historical evaluation of voice communications. Its Phonetic Indexing system converts conversations into phonemes allowing the indexing technology to identify keywords which can trigger next-best-action recommendations for agents and alerts for call center supervisors. Its Speech-to-Text Transcription system converts calls into standard text to enable data mining and identification of trending customer issues. This solution also features emotion detection to analyze and alert agents to changes in pitch and tone.

How does this improve FCR in a call center?

The insights gained through the system can help identify weak links in a support operation, from underperforming agents to product malfunctions. Armed with this knowledge, call center managers can adjust support scripts, train specific agents in certain areas and flag issues to other departments.

Genesys provides intelligent call routing by utilizing in-depth filtering of incoming calls to optimize resources and agent allocation. The technology sorts and redirects calls to the appropriate agents based on various factors, including:

  • existing customer data
  • business priorities
  • projected customer lifetime value
  • interaction history
  • agent profile 

How does this improve FCR in a call center?

Matching the customer and their issue to the right agent is half the battle. It can make a call center run much more efficiently and provide customers with the best possible experience.

  1. Zingtree

Zingtree offers several solutions to improve call center accuracy. Users can easily create an interactive question and answer-based troubleshooter enabling customers to solve issues on their own. However, if they cannot achieve a satisfactory resolution, a history of their actions is delivered to a live support agent, eliminating the need for the customer to re-explain the issue. Additionally, because Zingtree logs every customer action, product and customer experience managers can see the most commonly occurring issues in the decision tree and design better solutions or support documentation.

How does this improve FCR in a call center?

Self-service is growing in popularity among consumers. Zingtree allows for a smooth and effective transition from self-service to support agents and utilizes the information to improve resolution ability.

  1. MyEureka

A Callminer product, Eureka Coach is a performance management solution that automates feedback for call center agents and managers. This streamlined process promptly delivers personal feedback in a simple, understandable manner, enabling agents to improve their performance and ultimately deliver better service. The system is gamified to encourage a fun, friendly, competitive environment where employees can access agent ranking data and see how they compare to their co-workers.

How does this improve FCR in a call center?

Agents are on the front line of support. Real-time, effective feedback, the right type of motivation and ongoing training are invaluable when it comes to achieving a better FCR rate and improving agent performance in the call center.

  1. Platronics

Nothing is more frustrating for a customer than when they can’t hear the support agent because of the distracting background noise which is all too common at call centers. Plantronics cloud-based headset management tool gives IT and management a way to deploy firmware updates as needed. This technology ensures that headsets are up to date, background noise is minimized, and sound quality is crystal clear.

How does this improve FCR in a call center?

The key to good support is effective communication. When agents and customers can communicate without repeating themselves, issues can be resolved more quickly to improve both customer and employee satisfaction. 

This cloud-based SaaS callback system eliminates the need for customers to wait on hold. When a customer calls a company with a problem, that’s the last thing they want to do. The customer might already be in an agitated state and wasting their time compounds that. Fonolo’s system marks the customer’s place in line and then automatically calls them back when a live agent is ready to assist them.

How does this improve FCR in a call center?

A customer’s state of mind is critical to the success of the interaction. Eliminating the frustration caused by long hold times can work wonders for first contact resolution rates. 

Genii’s Performance Dashboard delivers alerts and drilled-down reports to facilitate real-time corrective actions. Dashboards can be created for every level in the company. Management-level dashboards provide drilldowns from a global perspective; team leader dashboards supply actionable information for the team; agent-level dashboards track an individual’s KPIs to evaluate productivity and quality of work. Dashboards are highly customizable, and the company’s advanced algorithms enable a company to make informed decisions regarding performance, based on a holistic, bird’s eye view of its chosen metrics.

How does this improve FCR in a call center?

By providing real-time feedback to all levels of a customer service operation, employees can respond before the “damage is done,” change course mid-conversation and achieve faster, more effective resolutions.

A higher first contact resolution rate means better customer service

There are always ways to improve the FCR rate in a call center and service delivery processes should be continually refined. By utilizing some or all of these contact center technologies, you’ll be able to tackle issues related to your first contact resolution rate from a variety of angles. Whether you need to focus on enhancing customer satisfaction through effective support, boosting employee engagement, or improving agent-customer communication, all of your efforts have the same objective: achieving a faster resolution at the first time of asking.

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