First Contact Resolution: The Basis of a Great Customer Experience
Helping our customers to measure and improve the First Contact Resolution is one of our main innovation drivers in 2MARES this 2016. In this post we explain how we finally made that decision with the collected feedback of many colleagues, clients and market stakeholders.
For many years now, the strategy and operation of 2MARES have been driven by the feedback we receive from the market: not only the identified needs in our daily relationship with the clients (Outsourcers and Brands with Contact Center) but also the concerns and feedback detected in fairs/conferences where we participate. These are the basic inputs of our innovation and product improvement processes. Honestly I think that we have been always very “Lean Startup” 😉 .
Nonetheless, 2016 is a very special year for 2MARES: we are celebrating our 20th anniversary. For that reason, at the beginning of this year we wanted to do “something else” and we took advantage of our presence in the last #salonRC, organized at Santiago Bernabeu (the Real Madrid football team stadium), to share with the attendees the strategic goal that we should address in 2016.
Finally we designed a small LEGO game (my children gave me that idea on a previous trip to London 🙂 ) to promote attendees’ participation in the fair. The final result was to vote which was the personal challenge as company and professional in 2016 and had a little discussion about it.
The options for the vote were the following:
1) Operation cost reduction (AHT/TMO)
2) Customer Experience improvement (NPS, CSAT)
3) Process standardization and regulatory compliance (COPC, PCI-DSS…)
4) Enhance efficiency and resolution (FCR)
5) The Digital Customer
Personally, I think that the participation on this fair has been the most enriching one that we have ever had. In fact, the conclusions of this “little research” are included in our 2016-2018 Strategic Plan.
Summarizing the main conclusion, we can finally say that being EFFECTIVE, I mean nimbly fulfill client’s expectative and provide solutions for the real problems our customer need to solve, was the most voted option; closely followed by “addressing the Digital Customer”.
As far as I know, FCR (First Contact Resolution) is the metric more oriented to this concept. Even though FCR it’s a very well-known idea and very easy to explain, it is also a notion that companies are rarely capable to measure well.
That is why I can reveal a little internal secret about our 2016-2018 Strategic Plan. We are working tirelessly on the design and roadmap of our product (sprint by sprint and shoulder to shoulder with our clients) focused on something as simple as improving the EFFICIENCY and RESOLUTION capability of Contact Center and Organizations’ teams, processes and services. Thus FCR metric is what will align the improvement of processes and concepts such as Quality, Training, Action Plans, Integrations… etc
Michelangelo once said that “it is better to aim high and miss than to aim low and hit”. I believe that if the companies culturally focus our organization to “simply” resolve, in a more efficient way, the needs of our Customer; then other very fashionable concepts such as Customer Experience, Digital Transformation, Customer Journey or Omnichannel are matters that will be naturally managed in practice and in some sense are “complementary” to the real key change factor. What do you think?