One Call Resolution

[dawoodley]

Question concerning one call resolution, when calculating one call is anyone considering abandon calls in to their numbers? We currently do not but it has been brought up that maybe we should be. I am not seeing a lot of information out there on if it is really part of the calculation or not. Any thoughts would be appreciated.

[ctaylor]

Dave,
I would not include the abandon calls in determining the FCR. FCR can only be resolved if the call is answered and the agent has an opportunity to resolve the call. This isn't to suggest that abandon calls are not important, but this should be measured and addressed separately.

I hope that I have added some value to this discussion. Please contact me at ctaylor@thetaylorreachgroup.com if I can be of further assistance.

Colin Taylor
www.thetaylorreachgroup.com

[anagram100]

Hi

I would tend to agree with Colin. But I'm curious as to the reasons you've considered including the abandonned calls. I can see how an abandonned call is unresolved. I'm sure if a customer called in a second time and was asked is this the first time you called regarding this matter they would probably tell us it wasn't and the first time they hung up due to waiting times......
Looking at the whole picture of customer experience I think it should be included, just not under the head of one call resolution. But improvements and developments should be made to reduce abandonned calls nonetheless.

Can you tell us any more about your thoughts around this.... ?

Cheers
Anna

[Les Hyde]

I think Anna and Colin are absolutely correct. One Call Resolution typically measures the successful solution of the customers inquiry on the first attempt. Measuring abandon rates is more of a performance measure surrounding Wait Time to speak to a CSR, rather then a true measure of a customer resolution.

There are numerous reasons people abandon calls e.g. Caller has just dialed your number and is waiting to speak to a CSR, and a new call comes in on the customers phone and caller hangs up to take their new call. Or your wait message informs the caller there is 20 minute wait time to speak to a CSR so the caller decides they do not want to wait and ends the call. Measuring One Call Resolution on the above scenarios doesn’t accurately reflect performance goals.

If you are using an IVR, VRU or ACD messaging as a call deflection strategy and the caller is abandoning after going through informational self-help, then measuring where the caller drops off would validate One Call Resolution rates. However, possibly a more accurate measure of these scenarios would be Self-Help Performance or Knowledgebase Accuracy.

There are several challenges with the accuracy of One Call Resolution measurements. Some questions to consider for your program are:

What thresholds will you use e.g. same customer contacted you within X amount of days? One contact per month? Per quarter?

Same customer contact for same issue within X number of days? What if same customer contacts you for different reasons within the measured threshold? Is that counted?

Does your program measure CSR performance to One Call Resolution? Is this measurement driving any positive or negative behaviors?

How will you account for multiple contact phone numbers e.g. home and cell phones?

If you offer multi-channel support what if someone contacts you via more then one channel, will that contact be measured?

What is the source from which the measurement will be based? ANI match or a query of your CRM tool?

Is your customer experience measured?

In an ideal world your One Call Resolution process should also drive your client retention and the willingness to recommend your product or service strategy. Knowing the answers to the above questions can help you formulate your discussion points for your One Call Resolution measurements. Good luck.