First Contact Resolution

[Adam G]

Hi everyone,

I've been having an ongoing discussion about First Contact Resolution (FCR) and Multiple Contact Resolution (MCR).  My experience around these subjects is quite good and most of the companies I have worked with do have a level of reporting for these types of metrics - others have some reactive measures which might include an Outbound Strategy.  What they don't seem to have is any type of Business Strategy to deal with FCR and MCR, aside from these reactive measures.

Does anyone know of a technique deployed (in Routing, for example) where Interaction History is used as a Treatment to deal with FCR or MCR "failures", which means that they are immediately dealt with differently, as a [i]proactive [/i]routing action, rather than simply reporting or applying [i]reactive[/i] measures?

Thanks,

T

[Tambo]

Hi Tony,

We have in our strategy 'last agent' routing which will direct the customers call to the last agent they spoke to as long as the agent has the correct skill for the call type (chd instead of sales). We get a lot of calls delivered this way and find it a handy tool.

cheers

Tambo

[Adam G]

Thanks [i]Tambo[/i].... it's close but it's not the same thing...

The point about Last Agent routing is that it is quite possible the customer is calling *again* because they didn't like (or understand) the Last Agent they spoke to - or they didn't get a sufficient answer(s) to their question(s) and are trying to get someone else (more knowledgeable) to answer their queries.  The problem I see with Last Agent routing is if you don't give a customer the choice to speak with the Last Agent "or not" - it could easily serve to antagonize the caller even more.  I can envisage  the scenario when someone calls, gets frustrated, calls again - gets the same Agent - gets annoyed - calls again - gets the same Agent *again*..... :-/

What I meant was; to have a business strategy in place to deal with repeat callers on the second or subsequent call.  Or at least get them to talk to someone else and mark the call a "redial" and have the "new" Agent find out why they felt they had to call again - and make sure the Interaction is concluded once and for all.

For that you would need Interaction History, including the Last Agent name - but not necessarily to use Last Agent routing.  More of a proactive approach than a standard "one size fits all" approach....

Has anyone tried anything like this?

Thanks,

T

*** UPDATE: I accept that, when dealing with high-end customers, you might like to maintain a 1-2-1 relationship with them, which I see as good use of Last Agent routing - that is not my point here, though... ***

[cavagnaro]

Nice...I'm just about to do this as per customer requirement and what was on my mind was to create a DB and begin to store info there and then reuse it. As per first call resolution would attach a KVP to the call and then count it but thinking more in detail just wonder how to control as Tony says it is not a call for the same issue...on voice seems to be much difficult than on multimedia...will keep my eyes on this post

[Adam G]

I'm guessing this depends on Business Rules - but maybe something like this:

If a "regular" customer calls (CUST LOOKUP & ADD KVP: [b]REG[/b]) , route them to their Last Agent...
If a "non-regular" customer calls (CUST LOOKUP & ADD KVP: [b]NONREG[/b]) route them to an Appropriate Target and save the details of the Customer (KVP: [b]CUST[/b]), Target (KVP: [b]TARGET[/b]), Status (KVP: [b]NONREG[/b]) and Reason (from DTMF or other Data) (KVP: [b]REASON[/b])
If a "non-regular" customer (KVP: [b]NONREG[/b]) calls within a given time frame (24 hours, 7 days - whatever...), for the [i]same[/i] reason (KVP: [b]REASON[/b]), then apply a [i]different [/i]route to a Specialist Team who deal with Repeat Calls and attach data/details/Flag to show this is a repeat caller (KVP: [b]REPEAT[/b]).

- Once established, the "non-regular" customer (KVP: [b]NONREG[/b]) call may eventually become a "regular" customer (KVP: [b]REG[/b]) call and you can continue to route them to the Last Agent.  This KVP/STATUS (KVP: [b]REG[/b]) could be applied by the Agent dealing with the subsequent call via GAD or some other interfacing softphone/CRM/CTI Solution, back to the Customer Data Store... So, the next time that customer calls, they become a [b]REG[/b] Caller, with routing for Last Agent applied....

Quite a few Rules to be applied, but the basics are there.... and this sort of thing ensures that a business is proactive with Non-Regular repeat calls - and also applies a standard "Last Agent" approach to Regular Cals...

Who's with me...?

T

[cavagnaro]

How would you control this?

[quote]
calls within a given time frame (24 hours, 7 days - whatever...),
[/quote]

[Adam G]

I missed that one..

A Timestamp on the original record, becomes part of the Business Rules...

T

[cavagnaro]

So this info goes to an external DB? Or someway to keep it into the Genesys

[Adam G]

Write it all to an external DB - you don't think Genesys can remember it all, do you....? lol

Tony

[cavagnaro]

Don't know, customer ideas are sometimes so nice to hear that you wish they were true lol

[Tambo]

dont know if this is something for you Tony but we have a smaller dept but very financially viable that we dont use last agent routing on, instead we give the customer the option to speak to a new agent or type in the existing agents ext into the phone. If the agent is available then they get the call if not it goes to their VM. This we feel gives the customer the option of changing agent if they want

[genesysguru]

Rather than using an external database isn't this something UCS Context services could be used for?

[cavagnaro]

How exactly?