In working with customer and field services organizations, one of the key issues we see them struggling with is First Call Resolution, or as it’s also sometimes referred to, First Visit Resolution. In a nutshell FCR/FVR is about answering or solving the customer’s problems on the first contact or visit. The objective is hopefully obvious – solve the problem the first time as quickly and for the least cost possible. The data is compelling – do this well and your cost structure will be attractive and your customer service reputation in a good place.
Some companies have figured out the right combination of people, process and technology to accomplish superior first call/visit performance, and do it consistently. Unfortunately, too many companies have failed. We know that FCR/FVR inhibitors are often a complex mix of related process and/or technology shortfalls, but throughout 2016 we were able to help numerous companies with the difficult task of identifying and enabling the inhibitors to improving FCR/FVR performance. With these FCR/FVR improvements, our clients were able to resolve more customer issues in a single contact, leading to improvements in customer satisfaction, a reduction in operating costs and an improvement to their overall financial performance.
Consistent and predictable FCR/FVR is absolutely a science with an answer. Having been on all sides of the table (customer, provider and now advisor) of this important customer service discipline, we would like to share this white paper, First Call/Visit Resolution: Getting It Fixed the First Time, as it is an aggregation of those experiences and the most effective approaches we have observed for how to get FCR/FVR right. We hope you enjoy the paper – and after reading the paper come back to the post and share your thoughts.