Every field services or support services team has First Call Resolution, or as it’s also sometimes referred to, First Visit Resolution, in their metrics. If they don’t they need to call us now for some advice fast! In a nutshell FCR/FVR are 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.
We know that FCR/FVR inhibitors are often a complex mix of related process and/or technology shortfalls. 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 to achieve superior first call/visit performance resulting in poor customer satisfaction, high customer service costs, and ultimately negative competitive consequences of their inability to conduct FCR/FVR in a manner consistent with client expectations.
Throughout 2017 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.
Our recently published white paper, First Call/Visit Resolution: Getting It Fixed the First Time, is an aggregation of the most effective approaches we have observed for how to get FCR/FVR right. Download your complimentary copy of the white paper today.