In this blog, you’ll unlock the secrets to providing superior customer service. 

We’ll share invaluable expert-recommended tips to help you conquer the first-call resolution challenge. 

You’ll also learn ways to implement proven strategies to boost your first-call resolution rates.

Ready to explore? 

Let’s begin.

What is first-call resolution

First-call resolution means solving a customer’s query on the first call. First-call resolution rate is a metric that measures the rate at which you solve customer issues on the first call without passing the buck.

FCR rates show the effectiveness and proficiency of your support team. It provides insight into customer satisfaction with your support services.

Why is first-call resolution important?

FCR is crucial for your business growth. Here’s why:

• FCR improves customer loyalty. It saves your customers from getting annoyed and losing faith in you. Your customers are less likely to leave you for another company.
• You save and make more money. FCR reduces the number of calls, transfers, callbacks, and escalations. This lowers expenses and gives your team more time for other things.
• FCR improves employee satisfaction. Your agents can take more calls in less time without any hassle. They feel empowered to solve customer problems on the first call.

All these perks show that boosting first-call resolution rates will automatically bring you more happy customers. And happy customers equals more revenue. 

Tips to improve your first-call resolution rate

First-call resolution makes you more money and keeps your customers loyal. But how do you ace FCR without sacrificing quality or speed? 

Customer success experts suggest 5 tips to improve your first-call resolutions. Below are these first-call resolution tips. 

1. Assess the situation

Jeff Rumburg, co-founder of MetricNet, recommends the first tip is to analyse and assess the reasons behind low first-call resolution rates.

“First, you must understand the root causes of your low FCR. This requires measuring and analysing your FCR rate and the factors that influence it,” Jeff says. 

Is it because of:

• Poor communication? 
• Lack of knowledge among your support team? 
• Technical issues or something else?

Low FCR means your customers aren’t happy with your service. And it all boils down to customer conversations.

So, the key tip here is to identify the root cause of your low first-call resolution rates. 

How?

You can’t improve what you don’t measure. You’ll need to use a tool like TelebuHub to track your FCR data and the factors behind it.

Use it to analyse your call recordings, surveys, and feedback. Use analytics to understand the root problem.

You can use a simple formula. 

Divide the number of calls resolved on the first attempt by the total number of calls in a given period. Then multiply the result by 100 to get the percentage.

This calculation will give you a clearer picture of the state of your first-call resolution rates.

2. Set your strategic priorities

Annette Miesbach, product marketing manager at NICE inContact, suggests focusing on what matters the most. For this, you need to set goals. 

“Once you have a clear picture of your FCR rate, set realistic and measurable improvement goals,” says Annette.  “Prioritise those areas that need the most attention. And align your FCR objectives with your overall business strategy and vision,” Annette adds. 

This tip helps focus on your customers’ needs through first-call resolution. 

You won’t waste time and resources on things that don’t matter. Many call centres surprisingly neglect this part. But you shouldn’t. 

Here’s how you can overcome this by setting your strategic priorities: 

• Focus on the customer journey. Assess the pain points that lead to them calling you.
• Study your real-time data. Look for patterns, trends, and root causes. What issues do you fail to resolve that leads to losing customers? Finding these answers is key.
• Prioritise actions that will increase your FCR rate the most. Avoid spending time and resources on things that won’t.

These three tips will help you set up a solid first-call resolution foundation.

Of course, you require a lot of research, planning, and execution to achieve this. 

3. Equip your customer service team

Your customer support team are the first point of contact. 

Therefore, Jim Rembach, president of Call Center Coach, recommends equipping them well. 

“Your agents are the key to achieving a high FCR rate,” says Jim.  “Provide them with the right skills and tools. Offer incentives for agents who achieve high FCR rates,” Jim adds.

Your call centre agents require these tools to do a better job:

• A reliable CRM system to access customer information and history.
• A knowledge base with answers to simple questions and issues.
• A feedback system to collect and share insights from customers and peers.
• A coaching system to help them improve their skills and performance. 
• A flexible and affordable call centre software like TelebuHub. This enables you to reach customers across various channels.

By following this tip, you boost both your first-call resolution rate and customer satisfaction. 

4. Adjust your operations

The next first-call resolution tip is to tweak your operation.

How? Colin Taylor, CEO of The Taylor Reach Group, explains it.

“Optimise your operational aspects to support your FCR goals. Then, review and streamline your workflows, procedures, and protocols,” says Colin. “This will help you eliminate unnecessary bottlenecks. Likewise, leverage technologies like IVRs and Artificial Intelligence. They’ll help you automate or simplify tasks,” Colin adds.

Sometimes, the problem is not your agents but your system.

You may have outdated software or inefficient workflows. 

Or you have too many bureaucracies, red tape, or micromanagers.

Whatever the case, adjust your operations. Make it more customer-friendly and agent-friendly.

Update your tools and empower your staff. These tips and tricks will immensely enhance your first-call resolution rates.

You need to make your operation as smooth as butter and as fast as lightning. 

A good call centre solution like TelebuHub can help you achieve this. TelebuHub is an advanced yet flexible, easy-to-use, and budget-friendly software.

Such a call centre solution can boost your FCR rates and maintain customer satisfaction. 

You also gain access to detailed analytical reports to measure your progress, which brings us to our last tip. 

5. Measure your progress

Track your progress is one of the best first-call resolution tips. You can’t improve what you don’t measure, right?

Brad Cleveland, Senior Advisor and former CEO of ICMI, urges the same.

“Review FCR performance and adjust your strategies accordingly. Don’t forget to ask for feedback from your customers and agents,” says Brad. “A/B testing or experiments also help. Try different approaches and measure their impact on your FCR,” Brad suggests. 

So, define what counts as a resolved call and what doesn’t. Use customer surveys or follow-up calls to confirm the resolution of the issue.

Do this regularly. It’ll show where you stand and what needs improvement.

You can further boost your revenue by taking a few additional steps, which involve adhering to best practices.

Best practices for improving first-call resolution

In addition to all the first-call resolution tips, below are some snappy best practices to remember:

• Train your agents well. They should know your products and policies inside out.
• Empower your agents. Let them make decisions and solve problems without escalating.
• Use the right tools. Pick a good CRM system, a knowledge base and a classic yet affordable call recording software. These will help your agents access information and real-time feedback.
• Set clear expectations. Don’t give your customers false hopes. Tell them what you can and can’t do for them. Be transparent about the timing of your services.
• Listen actively. Pay attention to what your customers say. Ask questions to clarify any confusion.
• Confirm understanding. Repeat the customer’s issue and ensure they agree. Offer real solutions to their problems.
• Follow up. Check-in with your customers after the call. This helps you see if they’re satisfied or need anything else. 
• Measure, measure, and measure. Track agent performance from analytics and see how your team is faring.

Remember, FCR is not only good for your customers. It’s also good for your revenue. 

So go ahead and make it happen. 

Need help along the way? Contact our support team ASAP.

Boost FCR with TelebuHub  

Implementing these tips and using the best contact centre solution can give your first-call resolution rates the ultimate boost. 

TelebuHub is the call centre solution for your needs. Combining these first-call resolution tips with TelebuHub, you can manage inbound, outbound, or blended calls.

• Create your own IVR flow.
• Enjoy integrated CRM, ticketing, and agent ratings
• Track your campaign with real-time and historical data
• Monitor calls and access recordings easily
• Schedule callback requests and avoid repeated calls

Schedule a free demo to see how TelebuHub can help you today.

FAQs

What is a good first-contact resolution?

A good first-contact resolution is when a customer’s issue or request gets resolved in the first interaction with the service provider without any follow-up or escalation.  

What is an example of first-call resolution?

A customer calls a bank to report a lost or stolen card. The agent cancels the card and issues a new one, then updates the customer’s information in one call. The customer does not have to call back to confirm or provide additional information.

What causes low first-call resolution?

Various factors can result in low first-call resolution, including:

• Lack of agent knowledge or skills
• Inadequate or outdated information systems
• Complex or unclear policies and procedures
• High call volume or long wait times
• Poor communication or rapport with customers
• Customer dissatisfaction or frustration