Improving First Call Resolution
Treat the customer as a person, not a process.
“This call may be monitored for quality assurance.” Believe it or not, all this information does go somewhere. Information such as how many times an individual has to call to solve their problem, the average handle time, and even the effectiveness of customer service representatives. From this data, a few trends stand out. At the average call center, 52% of the time customer service representatives cannot resolve problems on the first call. Just a 1% FCR improvement would save the average company $250,000 annually, not to mention reducing customers at risk, which would create a considerable opportunity for savings in itself. There is great potential for improvements and savings just by making a few simple changes.
Top 10 Behaviors for Revolutionizing Call Center Effectiveness:
1. Have a positive connection with the customer. Positive connections begin with the desire to develop rapport. This means not only treating them with respect, but also being able to see to the fundamental problem, making the solution correct and efficient.
2. Listen. If you ask a customer what is the key to excellent service, generally they will tell you it is demonstrating interest and concern by listening intently. Make sure you understand what they have said. Paraphrase the customer’s questions back to them. This will increase clarity and focus, making for accurate solutions.
3. Meet them where they are. CSRs and customers can often feel like they are speaking a different language. Say things in a way or in a context that they will understand.
4. Go the extra mile. Anticipate other problems they may be having or may encounter based on their initial question. This will reduce the need for callbacks.
5. Empathize with the customer and show it with a calm, soothing tone of voice. Increased genuine listening will help here. Showing a sincere desire to solve the problem can make all the difference.
6. Respect the customer’s time by communicating with the customer about the live hold. Be efficient and accountable to your customers.
7. Playback the film. Listen to a call with a manager, critique and drop the defensiveness. This is no place for prima donna’s. Becoming aware of behaviors is a powerful tool for improvement. See the good and make note of what was less than effective and make changes accordingly.
8. At all costs avoid losing your patience. The more patience exhibited, the more positive and effective the call will be.
9. Give positive, supportive statements. This will reduce the amount of negativity and make the customer feel that finding the solution to their problem was important and, in turn, will reduce negative feedback about the company at large.
10. No more excuses. Work on yourself and set a goal to improve a little with each day. You don’t have to be perfect to succeed, but keep looking for ways to improve skills and make positive changes.
Remember, we want to hear “I was very satisfied with the customer service. The agent answered all my questions and was very patient and knowledgeable. This was the best service I have ever had with a customer service agent!”
A dedication to positive and effective solutions and a genuine concern and desire to see each customer succeed will only create positive changes in a call center. Respect and a positive attitude will improve both the CSR’s and the customer’s experience and lead to an overall better view of the company. Keep smiling!
For 20 years Joe & Dawn Pici and Pici &Pici Inc have offered a results driven methodology with proven ROI covering the complete sales cycle. This unique program significantly improves closing ratios escalating sales, empowers communication, increases saves and first call retentions, improves customer satisfaction, enhances team efficiency, reduces turnover, and creates focus and direction for ongoing growth with maximum productivity. Training may be administered on-site, in boot camps or in one-on-one coaching.
“I wanted to take the time to let you know how much you’ve positively effected our floor. From the moment you left I had a number of employees rave on how much it helped them. It seems daily now we are discussing behavioral styles and what we did to turn someone who was upset into someone who is thankful. I think your style made it easy for them to want to listen and understand which I appreciate more than you know. I am constantly monitoring our success and have found that even my challenged employees seem to be more effectively communicating with the most difficult clients. Basically we’ve saved more cancels than ever before in the month of March and look forward to even better results in the coming quarter. “Sincerely, Rich DeSena CEO Progressive Debt Relief